Gabriel Ciobanu

Background

About Gabriel Ciobanu

Actual- Senior 2nd level support & operations engineer on the Mercedes-Benz project, performing- troubleshooting cases \ tickets and seeing to their finality - problem management - RCA manager - Service Management topics (establishing processes, operating procedures based on ticket resolution and analysis, improvements on platforms, new requirements, business advisor)- Handling escalations Past Experience- Team Leader for the 2nd level Support - Adobe experience manager (AEM)- Jira support - Technical Senior Support Engineer - Involvement in the Problem Management process and delivering RCA tickets within the agreed SLA (RCA Manager role)- Involved in Service Management activities - Good understanding of 2G-3G telecom networks, network elements and telecom services -Operator experience in Messaging Systems and Applications (SMS, MMS, Voice/Videomail), Portal and Content (SDF, content, WEB, streaming TV, alerts on platforms)-Understanding of Mobile subscriber, internet and content delivery flow -Basic knowledge working with OS (Unix/Linux/Windows), DB (Oracle/MySQL), Web Apps (Apache/Tomcat)-I have basic knowledge of HTML, XML, C++. •Experience in customer support •I have team-working skills, stress resistant, but I have rated capacity even when the entire responsibility is on me. •I am perseverant and well organized when I have to do something. •I estimate very well the assigned tasks duration and needed resources, and I am always trying to finish the tasks before deadline. •Aptitude for quickly learning technical and procedural topics •I have strong communication skills and I try to establish the best relations with the people around me. •Knows how to identify and manage an overloaded situation