IT Customer Advisor

United Kingdom

5 years experience




Professional experience

Occupation / company

2016-12Till now

Enterprise Storage Technical Support Engineer

, United Kingdom

Enterprise Storage - EMEA Technical Support Engineer for major US storage company
Troubleshooting of hardware/software/configuration issues related to enterprise storage systems
Advising end-customers (French or English speaking) via email or phone of solutions to the above.
Troubleshoot enterprise storage products (NAS/SAN), hardware, software issues
Knowledge of Data ONTAP 7-mode and Cluster mode environment
FAS storage systems hardware troubleshooting
Root cause analysis for hardware/software related storage outage
Non-disruptive action plans to remediate customer's technical issues
Progress of case backlog based on case priority and customer entitlements


IT Infrastructure Support Engineer

, Romania

Daily checks of servers status/alerts/warnings/downtime, backup logs, Active Directory
Troubleshoot and fix server/application issues according to SLA and availability targets
Liaise with teams for corrective actions or workarounds to resolve major incidents
Act as a 3rd line of support - point of escalation for 2nd line issues


Service Desk Team Leader and 2nd Line Analyst

, Romania

Creation of reports on team performance against various metrics
Publishing support documentation to assist colleagues in their work
Management of major incidents in a timely manner, prioritization of incidents/requests
Delivering contractual “first time fix” according to service level agreements
Recording incidents and requests within the IT service management software
Escalation of unresolved calls to other resolving groups/suppliers
Maintaining a high degree of customer service for all support queries

Training and development

Degree / institute

Further training



Microsoft Certified Professional: 70-341 - Core Solutions of Exchange Server 2013

, Romania

Further training



Microsoft Certified Professional: 70-410 - Installing, Configuring Windows Server 2012 R2

, Romania

Language ability

Exam / certificate
Conversational (B2)

Conversational (B2)

Mother tongue

Other skills

Key professional skills
Driver licenses
Interests, hobbies, personal

Interpersonal communication and relationship ability (shared workload)
Adequate organisation and prioritization abilities
Tutoring and mentoring colleagues (team leader)
Good telephone manner (service desk analyst)

Service desk
Technical and customer service skills
Creation, management, escalation of incidents/changes in various tools
Raising of change requests/RFCs for hardware/software modifications/fixes

IT - general
Familiarity with Windows and MS Office
Troubleshooting IT issues (hardware, software, human) remotely or on-site
Knowledge of network environments and concepts such as TCP/IP, DHCP, DNS, Active Directory
Acquired notions of Microsoft Server technology, including Windows server operating systems, Exchange, Citrix

IT - software tools
Remote PC management - MS Remote desktop, DameWare
Windows management tools - Event Viewer, Disk Management, Services
VMware vSphere - monitoring of physical hosts and virtual machines
Citrix AppCenter - troubleshooting of application servers and published desktops
Remote server management via HP iLO or Dell DRAC
Mail/content filtering with Mimecast/

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