EPEndor phines
@endorphines
Senior Process Associate with extensive experience in IT support.
RomaniaWhat I'm looking for
With over five years of experience in IT software and client service, I have honed my skills in providing exceptional technical assistance and customer support. Currently, I serve as a Senior Process Associate at Genpact, where I am the first point of contact for customers seeking technical help. My role involves troubleshooting issues via various platforms, ensuring quick resolutions while maintaining high standards of customer service.
Previously, I worked as a System Analyst at Ausy, where I updated diagnostic tools for BMW dealerships across Austria and Germany. My experience spans multiple roles in IT consultancy and helpdesk support, where I developed a strong foundation in troubleshooting hardware, software, and network-related issues. I am committed to continuous learning and adapting to new technologies to enhance my service delivery.
Experience
Work history, roles, and key accomplishments
Senior Process Associate
Genpact
Mar 2022 - Present (3 years 2 months)
Serve as the first contact with customers needing technical assistance via phone or email. Performed troubleshooting using Team Viewer and Teams, providing quick resolutions and excellent customer service.
System Analyst
Ausy
Sep 2019 - Aug 2023 (3 years 11 months)
Updated diagnostic tools for BMW dealerships in Austria and Germany, performed Windows updates, and provided support via phone and email.
IT Consultant
Continental - Valeo IT
Jan 2018 - Mar 2018 (2 months)
Monitored daily reports, checked SAP for VW applications, created and escalated tickets, and handled incoming and outbound calls.
IT Consultant
NTT DATA
Jul 2016 - Jul 2017 (1 year)
Managed daily monitoring reports, created and escalated tickets, and provided support through calls while working from home on weekends.
Senior HelpDesk Technician
Stefanini
Apr 2014 - May 2016 (2 years 1 month)
Answered incoming calls, logged customer questions and issues into a ticketing system, and provided troubleshooting for hardware, software, and network issues.
CSA Agent
Amazon.de - Arvato Bertelsmann
Nov 2012 - May 2013 (6 months)
Handled emails and incoming chats, efficiently problem-solved customer issues, and ensured compliance with data security and protection standards.
Education
Degrees, certifications, and relevant coursework
Colegiul Tehnic Independenta
Vocational Diploma, Transport Engineering
2007 - 2009
Completed vocational training in Transport Technician, acquiring skills relevant to the transportation industry.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
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