Open to opportunities

Andrei Necsoiu

@andreinecsoiu

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Technical Support Manager and Team Lead specializing in proxy, networking, and API customer escalations.

Romania

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What I'm looking for

I’m looking to lead technical support teams where I can own escalations, protect sub-1-hour SLA performance, and improve onboarding and QA outcomes—especially in proxy/networking and API environments.

I’m a Technical Support Manager and Team Lead with 5+ years in customer-facing and support operations, focused on B2B environments and measurable service outcomes. I manage high-volume technical workflows while keeping a sharp eye on quality, speed, and customer satisfaction.

In my current role, I lead a team of 4 technical support agents across ticket, email, and live chat, supporting a global proxy infrastructure serving 25,000+ clients (150–200+ tickets/week). I maintain a sub-1-hour SLA response target and act as the technical escalation point for complex proxy, networking, and API issues.

I designed and delivered onboarding training for all new hires, reducing ramp-up time from 4 weeks to 3 and enabling agents to reach full productivity 25% faster. I also promoted from specialist to manager, taking ownership of recruitment, performance reviews, QA audits, and 1-on-1 coaching to improve team output across EMEA.

Earlier in my career, I worked as a Technical Support Specialist and Customer Support Analyst, diagnosing HTTP/S & SOCKS proxy protocols, IP rotation, TCP/IP geo-targeting, and API integrations using Postman, CMD, and Python. I’m also certified Lean Six Sigma Green Belt, and I’ve strengthened efficiency with standardized troubleshooting documentation in Google Sheets and structured support processes in Salesforce CRM.

Experience

Work history, roles, and key accomplishments

Technical Support Team Manager

Nevo Advanced Technologies

Mar 2023 - Apr 2026 (3 years 1 month)

Managed a team of 4 technical support agents for a global proxy infrastructure handling 150–200+ tickets/week with sub-1-hour SLA response targets. Designed onboarding training that reduced ramp-up from 4 weeks to 3 and enabled agents to reach full productivity 25% faster, while leading QA, recruitment, performance reviews, and 1-on-1 coaching.

Technical Support Management SLA Management Salesforce CRM Jira Helpscout QA Postman Lean Six Sigma Help Scout

Technical Support Specialist

Nevo Advanced Technologies

Aug 2021 - Mar 2023 (1 year 7 months)

Provided multi-channel technical support for Shifter.io (25,000+ clients), resolving 150–200+ cases/week while meeting sub-1-hour SLA targets. Diagnosed and resolved proxy and API issues (HTTP/S and SOCKS, IP rotation, TCP/IP networking, and API integrations) using Postman and Python, and created troubleshooting documentation to standardise resolutions.

Customer Support IP Rotation API Integration Postman Python Salesforce CRM Jira

Support Representative

Sparkware Technologies

Sep 2020 - May 2021 (8 months)

Handled high-volume inbound support requests for 888 Casino and 888 Poker via live chat and email, covering account queries, payment disputes, and technical issues. Managed escalated complaints end-to-end with professionalism and empathy, contributing to player retention in a regulated, high-stakes environment.

Customer Support Live Chat Support Email Support Escalation Handling Payment Disputes Customer Retention Communication Stress Management

Customer Support Analyst

Genpact

Apr 2018 - Sep 2020 (2 years 5 months)

Delivered multi-channel technical support (tickets, chat, phone) for Intel hardware and software products across EMEA, managing consistent high daily case volumes over 2+ years. Used Salesforce CRM to track, prioritise, and resolve cases end-to-end with structured follow-ups that improved resolution quality and customer satisfaction.

Technical Support Salesforce CRM Case Management Intel Software Troubleshooting Customer Satisfaction Process Adherence

Game Tester / QA Analyst

Ubisoft

Feb 2017 - Sep 2017 (7 months)

Performed functional, regression, and performance QA testing for AAA game titles at Ubisoft. Documented bugs using JIRA and TestRail and collaborated directly with development teams to track resolution progress and verify fixes.

Functional Testing Regression Testing Performance Testing Jira TestRail Bug Reporting

Game Tester / QA Analyst

Gameloft

Apr 2016 - Oct 2016 (6 months)

Conducted functional, regression, and performance QA testing on mobile game titles at Gameloft. Logged and tracked defects in JIRA and TestRail and partnered with development teams to confirm resolution progress.

Functional Testing Regression Testing Performance Testing Jira TestRail