Florin Cararescu

Served as a dedicated CSM for Qodea's largest MSP customer, a leading financial services firm. Drove the successful development and deployment of a bespoke MIFID II compliance SAAS application. This included serving as the primary point of contact, driving requirements gathering, proactively problem-solving, advocating for the customer internally, and ensuring ongoing optimization for maximum valu

Managed a portfolio of key accounts, proactively engaging with customers to drive adoption, maximize product value, and ensure long-term satisfaction.
• Developed and executed customer success plans tailored to individual customer needs and business goals, resulting in an increase in customer retention.
• Conducted regular check-in calls with customers to build strong relationships, understand the

• Managed the end-to-end delivery of IT services to multiple clients, ensuring service level agreements (SLAs) were met and customer satisfaction remained high.
• Developed and implemented service delivery strategies and processes to optimize efficiency, reduce costs, and improve customer experience.
• Proactively monitored service performance metrics, identifying trends and areas for improvement

• Led a team of 5 Application Support Specialists, providing guidance, mentorship, and performance feedback to ensure high-quality service delivery.
• Oversaw the daily operations of the application support team, including ticket management, incident escalation, and knowledge base maintenance.
• Developed and implemented new support processes and procedures to optimize team efficiency and improve

Provided Tier 2 application support to a a large number of Qodea customers employees for a suite of SaaS products, including Google Cloud Workspace, Google Cloud Platform and custom internal and external applications.
• Escalated complex technical problems to Tier 3 support and development teams, ensuring timely resolution and minimal disruption to user workflows.
• Contributed to the development

• Working with a large multi-national company providing support globally for over 6000
printers
• Planning deployments and firmware upgrades
• Day to day troubleshooting

Assisting one of SCCs Service Desks:
- Working with a new Service Desk for one of the largest companies in the UK in their domain
- Creating documentation and a knowledge base for the SD to use
- Using previous experience to help train SD agents
- Avoiding conflicts of interest
- Quality checks
- Escalation point for the SD
- Dealing with other escalations (internal/external)
- Improvement ideas

- identifying problems, possible cause and resolution on a new logged incident in the system, first technical solution, phone troubleshooting, decision on what parts will solve a given issue

- reports to review the activity of the entire team for the past month, dealing with escalations from customers and members of the team as well as improvement plans for the entire list of processes and activi

Identifying problems, possible cause and resolution on a new logged incident in the system, first technical solution, phone troubleshooting, decision on what parts will solve a given issue

Management of resources (engineers' time and hardware parts), quick and efficient decision taking in regard to the logged incidents for 2 countries - Scotland and N. Ireland (prioritizing, SLA etc) but also direct contact with the customers (other help desks or users of the companies we were working with/for)

Dec 2025 · Expires Dec 2028

Feb 2023 · Expired Feb 2026

Aug 2021 · Expired Aug 2023

Jun 2015 · Expires 2033

Aug 2013 · Expires 2033

Aug 2012 · Expires 2033

Jun 2012 · Expires 2033

Jun 2011