Andra Dorobantu
@andradorobantu
Client Support Associate at PwC, monitoring Aura and Halo and handling incident alerts for a global user base.
RomaniaWhat I'm looking for
At PwC, I monitored availability and performance across the Aura and Halo audit platforms, supporting Assurance teams worldwide. I triaged alerts and investigated application and infrastructure issues, escalating genuine incidents with diagnostic context.
I was the first point of contact for P1 and P2 alerts, handling 70–100 alerts per shift during busy season and acknowledging P1 incidents within a 5-minute SLA target. I also coordinated outage updates and escalation follow-up.
I updated alert-handling procedures after recurring issues and authored and maintained around 20 SOPs and runbooks. I onboarded three engineers and trained colleagues when new procedures were introduced.
At Stefanini, I provided Level 2 support, troubleshooting user and IT incidents and documenting escalations to Level 3. I’m applying for a Client Support Associate role in FinTech SaaS and am available immediately for hybrid or remote work.
Experience
Work history, roles, and key accomplishments
First-line monitoring and incident response for PwC's audit technology, triaging P1/P2 alerts and monitoring global application environments on a 24/7 rotation. Authored SOPs, mentored new engineers, and coordinated incident communication.
Provided Level 2 technical support and troubleshooting for user and IT incidents within SLAs, managing incidents in ServiceNow and BMC Remedy. Investigated and resolved network, VPN, Active Directory, and application issues, escalating to Level 3 when needed.
Quality Control Specialist
Toro Telemarketing
Nov 2017 - Mar 2018 (4 months)
Performed daily quality reporting and compliance monitoring against defined standards.
Social Media Specialist
PGL Esports
Oct 2016 - Sep 2017 (11 months)
Moderated Twitter, Facebook, Reddit, and Twitch channels, and handled hospitality and event logistics for international esports events.
Social Media Manager / Account Manager
Select Vision, Andree Salon, Aurora Media
Mar 2015 - Jul 2016 (1 year 4 months)
Handled content creation, community management, and customer and supplier communication for multiple clients.
Education
Degrees, certifications, and relevant coursework
National University of Political Studies and Public Administration (SNSPA)
Bachelor's Degree, Advertising
2011 - 2014
Bachelor's Degree in Advertising from the National University of Political Studies and Public Administration (SNSPA), completed in 2014.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
Salary expectations
Social media
Job categories
Interested in hiring Andra?
You can contact Andra and 90k+ other talented remote workers on Himalayas.
Message AndraGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
