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Lavinia Burlacu

@laviniaburlacu

Computer Science graduate specializing in application/cloud support, documentation management, and operational data handling.

Romania

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What I'm looking for

I’m pursuing a stable role where I can support application/cloud operations using clear procedures and deadlines. I want to handle documentation and operational data, track requests/incidents, collaborate across teams, and continuously improve processes.

I’m a Computer Science graduate with hands-on experience supporting applications and clouds through structured, procedure-driven operations. I focus on documentation management, data handling, record keeping, and operational support to ensure business continuity and clear execution against deadlines.

In my current role as an Application/Cloud Support Associate at Accenture Services SRL, I manage daily operational activities, monitor and follow up on requests and incidents, and work with internal systems to track task and request status. I also collaborate with multiple departments to clarify and resolve administrative and operational matters, ensuring resolved cases are documented accurately and completely.

Previously at Capgemini SE, I progressed through roles including Senior Analyst, Knowledge Manager Backup, CSAT/Customer Satisfaction Specialist Backup, and Customer Service Representative. I supported team members with procedures, reviewed and improved internal workflows using performance analysis, managed complex cases with careful documentation, and used customer feedback to identify recurring issues and opportunities for process improvements.

Experience

Work history, roles, and key accomplishments

Application/Cloud Support Associate

Accenture Services SRL

Feb 2024 - Mar 2026 (2 years 1 month)

Managed daily operational activities in accordance with internal procedures and ensured business continuity by monitoring, tracking, and following up on requests and incidents. Maintained accurate documentation of resolved cases and collaborated with multiple departments to clarify and resolve operational matters.

Incident Management Operational Support Documentation Management Business Continuity

Senior Analyst

Capgemini SE

Aug 2022 - Sep 2023 (1 year 1 month)

Supported team members in following internal workflows and implemented improved procedures based on performance analysis and feedback. Managed complex cases with careful documentation and clear communication, contributing to cross-functional process optimization and operational efficiency.

Workflows Performance Analysis Process Improvement Case Documentation Operational Efficiency Cross Functional Collaboration & Compliance

Knowledge Manager Backup

Capgemini SE

Jan 2022 - Aug 2022 (7 months)

Managed internal documentation and the department knowledge base, creating, updating, and archiving documents and procedures. Ensured data accuracy and proper version control while coordinating across teams to centralize and validate information and standardize document flows.

Knowledge Base Management Documentation Management Version Control Data Validation Data Consolidation Process Standardization

CSAT Customer Sat Specialist

Capgemini SE

Sep 2021 - Jan 2022 (4 months)

Investigated customer issues to identify root causes and escalated them to appropriate resolution teams. Managed customer complaints through cross-department collaboration and analyzed feedback and resolution data to surface recurring issues and improvement opportunities.

Root Cause Analysis Customer Escalation Complaint Management Customer Feedback Analysis Process Improvement

Customer Service Representative

Capgemini SE

Mar 2021 - Sep 2021 (6 months)

Resolved a high volume of customer issues on first contact while documenting and escalating complex cases to specialized technical teams. Provided hands-on technical support and built knowledge in Avaya, AWS, Azure, and Citrix environments.

Customer Support Technical Support Avaya AWS Azure Citrix Case Documentation Customer Escalation

Education

Degrees, certifications, and relevant coursework

Ștefan cel Mare University of Suceava

Bachelor’s Degree in Computer Science, Computer Science

2021 - 2025

Bachelor’s Degree in Computer Science (2021–2025), building skills in structured data handling and documentation within academic and procedural environments.