NICOLETA RODICA EZE

• Ensured meticulous quality control over Cyber Investigations and the successful resolution of every breach, upholding high standards of incident response.
  Held accountability for overseeing and meeting all SLAs, efficiently allocating BAU activities within the team, and ensuring strict adherence to internal protocols.
  Played an active role in the strategic planning and seamless execution of Automation projects, contributing to increased operational efficiency and process optimization.
  Enhanced service excellence by proactively promoting knowledge dissemination within the team, resulting in improved technical competencies and client satisfaction.
  Demonstrated commitment to continuous learning and development by actively engaging in all DLP training presentations conducted company-wide, staying at the forefront of industry trends and advancements.

Expertly handled the installation, configuration, and troubleshooting of systems such as Community, Ambiance, and System 6000, showcasing proficiency and precision in execution.

• Executed technical support tasks focused on immediate operational needs and responsiveness.
  Orchestrated seamless coordination among the technical support team, enhancing efficiency and problem-solving capabilities.
  Established and maintained effective communication channels with external vendors, resulting in efficient IT equipment maintenance.
  Spearheaded collaborative efforts with various IT teams for the successful execution of new projects, resulting in streamlined processes and effective project outcomes.
  Proactively communicated with end users to provide timely updates and mitigation plans in cases of incidents affecting their work, ensuring minimal disruption.
  Monitored and managed tickets, ensuring timely follow-ups, adherence to quality standards, and equitable distribution of workload among SD techs, resulting in improved support efficiency.
  Played a pivotal role in technology project planning and deployment phases, contributing to the successful implementation of projects and their alignment with organizational goals.
  Elevated service quality through active knowledge sharing within the team, leading to enhanced technical expertise and improved customer satisfaction.

• Executed precise installation and upkeep of desktops and computer hardware, ensuring seamless functionality and user satisfaction.
• Managed printer maintenance and optimization of Conference rooms, guaranteeing uninterrupted equipment performance for critical meetings.
• Demonstrated proficiency in software installation using SMS and SDG, contributing to a streamlined and efficient software deployment process.
• Displayed strong troubleshooting skills by promptly addressing user issues via ITSM, resulting in swift problem resolution and minimized downtime.
• Leveraged expertise in RSA tokens, active directory, Goverlan, Windows 7 OS, and Microsoft Office Suite, enabling smooth operation and support for essential tools such as Outlook, OneNote, Word, Excel, and PowerPoint.

• Proficiently managed network administration tasks, encompassing Server 2012 and the configuration and optimization of Cisco switches and routers, resulting in a robust and reliable network infrastructure.