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Catalin Ionut Bincu

@catalinionutbincu

Service Support Manager at SCC Services Romania, turning operational data into reports and insights that support service optimization.

Romania

Message

At SCC Services Romania, I focus on reporting and trend analysis to support service delivery. I centralize operational data and build structured reports using Excel, with foundational knowledge of SQL and Power BI Desktop.

In my current Service Support Manager role, I help ensure compliance with client SLAs and coordinate with stakeholders to identify root causes and drive corrective or improvement actions. During the Windows 11 migration project, I maintained and enhanced reporting workflows, analyzed issue trends, and informed the Service Delivery Manager.

Earlier at SCC Services Romania, I monitored cloud service performance and investigated error spikes using SQL queries in New Relic or AWS. I also worked in service desk, resource coordination, and customer service roles, and I'm developing my data analysis skills through training at Skillab Academy.

Experience

Work history, roles, and key accomplishments

Current

Service Support Manager

Current

SCC Services Romania

Oct 2024 - Present (2 years 1 month)

Responsible for ensuring compliance with contractual SLAs, coordinating with stakeholders to resolve service delivery issues, and focusing on reporting and trend analysis using Excel, SQL, and Power BI Desktop. Contributed to a major Windows 11 migration project in July 2025 by maintaining reporting workflows and analyzing issue trends.

Excel SQL Power BI Desktop Reporting Trend Analysis SLA Management Stakeholder Coordination

Public Cloud Solutions Engineer L0

SCC Services Romania

Apr 2024 - Oct 2024 (6 months)

Monitored service performance using New Relic dashboards, investigated error spikes via SQL queries, coordinated bridge calls during Major Incidents, and supported AGILE deployments. Worked night shifts as part of a 24/7 operational support structure.

New Relic SQL AWS Incident Management Problem Management Agile Monitoring Troubleshooting

Service Desk Analyst L0-L1

SCC Services Romania

Oct 2022 - Apr 2024 (1 year 6 months)

Handled incoming phone calls, logged issues as tickets in ServiceNow, and resolved problems using tools such as Active Directory, MS Exchange, and MS Intune, along with troubleshooting knowledge.

ServiceNow Active Directory MS Exchange Intune Troubleshooting Customer Service

OOH Resource Coordinator

SCC Services Romania

Jun 2019 - Oct 2022 (3 years 4 months)

Worked night shifts in a 24/7 support structure, answering calls from customers with printer malfunctions and coordinating field engineers to resolve issues quickly.

Dispatch Customer Support Coordination Troubleshooting

Customer Service Agent

SCC Services Romania

Apr 2018 - Jun 2019 (1 year 2 months)

Handled incoming phone calls, provided assistance for service-related inquiries, placed and managed orders in SAP, and delivered a positive customer-focused experience.

SAP Customer Service Order Management Communication Skills