Cosmin Mocanu
@cosminmocanu
I resolve IT incidents, manage service requests, and improve support quality through ITIL-aligned processes.
RomaniaWhat I'm looking for
I've supported customers and handled incident resolution across Capgemini, Dell Technologies, Uber, Genpact, and an electric-company advisory role.
At Capgemini and Dell Technologies, I managed client interactions, email and ticket requests, incident analysis, and SLA-aligned support using ServiceNow. I also worked with virtual machines, maintained computers to service-quality levels, and created and updated knowledge-base content.
As an Incident Manager at Capgemini, I owned incidents and outage tickets, routed requests, processed backlogs, investigated mishandled tickets, and provided feedback to prevent recurring issues. I also trained and guided new hires.
At Uber and Genpact, I analyzed and labeled data, maintained training-data quality, reviewed gaming content against guidelines, recognized trends, and provided insights to improve user support.
Experience
Work history, roles, and key accomplishments
Advisor
Abtrans
Jun 2026 - Present (3 months)
Providing support and advice to customers from an electric company.
Content Moderator
Genpact
Nov 2024 - Jun 2026 (1 year 7 months)
Provide resolution to maintain standards of quality. Review content and provide resolution based on prescribed guidelines in gaming industry.
Interpret data from AI systems and large language models to extract insights. Label and manipulate data, ensure quality of training data, and collaborate with Data Science and Product teams.
Handled client interactions, managed email and ticket requests, and analyzed incidents. Proficient in ServiceNow ticketing system and various virtual machines.
Acted as single point of contact using ServiceNow ticketing system, took ownership of incidents and requests, routed tickets, processed backlogs, and provided training to new hires.
Handled client interactions, managed email and ticket requests, and analyzed incidents. Proficient in ServiceNow ticketing system and various virtual machines.
Handled client interactions, managed email and ticket requests, and analyzed incidents. Proficient in ServiceNow ticketing system and various virtual machines.
Education
Degrees, certifications, and relevant coursework
High School
Diploma, General Studies
Completed high school education in Iasi, Romania.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
Social media
Job categories
Skills
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