Looking for a job

madalin36 User

@madalin36user

I build high-performing support operations, SLA governance, and automation that improve CSAT and resolve critical client issues.

Romania

Message

What I'm looking for

I'm looking to lead service delivery, application support, incident governance, and automation initiatives where I can improve SLA performance, CSAT, and cross-functional issue resolution.

At Acronis, I lead service delivery and escalation governance across Cyber Protect and True Image support, coordinating clients, Sales, support, product, and engineering teams on critical issues. I expanded from US ownership to UK and Ireland after raising CSAT from roughly 70–75% to a sustained 90%+.

I've built L1/L2/L3 support structures, SLA and KPI frameworks, incident and problem processes, and real-time Excel and Salesforce reporting automation. My work also includes vendor governance, client relationships, product-level troubleshooting, Power BI dashboards, and AI-powered workflow automation.

Experience

Work history, roles, and key accomplishments

Current

AI Operations Consultant & Automation Lead

Current

Independent Practice

Jan 2023 - Present (3 years 8 months)

Designed and implemented automated pipelines for content production and reporting, and evaluated LLMs for business process optimization.

LLM Prompt Engineering Workflow Automation Claude ChatGpt Gemini Grok

Service Delivery Manager

Acronis

Nov 2022 - Aug 2026 (3 years 9 months)

Managed service delivery and incident escalation for Enterprise and Consumer support teams, improving CSAT from ~70-75% to 90%+ across US, UK, and Ireland regions. Built automation frameworks and coordinated with product and engineering teams.

SLA Management KPI Management Incident Management CSAT Salesforce Jira Excel Power BI Automation Vendor Governance

Team Leader, Service Desk

Stefanini EMEA

Dec 2021 - Nov 2022 (11 months)

Led the service desk team on the Stabilus account, defining L1/L2/L3 support scope and implementing incident, problem, and escalation processes. Introduced automations and Power BI dashboards for real-time SLA/KPI tracking.

Service Desk Management Incident Management Problem Management Escalation Management Power BI Automation Team Leadership Vendor Governance

Senior Incident Manager

Stefanini EMEA

Jan 2020 - Dec 2021 (1 year 11 months)

Owned end-to-end incident management for the Stabilus account, building SLA and KPI frameworks and coordinating resolution across teams. Chaired daily and weekly review meetings with clients.

Incident Management SLA Management KPI Management Escalation Management Stakeholder Management Ticketing Systems

Technical Support Engineer

Stefanini EMEA

Oct 2018 - Jan 2020 (1 year 3 months)

Provided technical support in Romanian, English, and French across Windows, Active Directory, SAP, QAD, VPN, Office, VM, and Cisco environments. Documented and escalated incidents through the full ticketing lifecycle.

Windows Active Directory SAP VPN Office Cisco Multilingual Support

Education

Degrees, certifications, and relevant coursework

Lucian Blaga University of Sibiu

Master's Degree, International Relations & Security Studies

2015 - 2017

Master's degree in International Relations & Security Studies with focus on strategic analysis, geopolitical risk assessment, and international communication.