Open to opportunities

Radu Ciobanu

@raduciobanu

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Efficient Tech Support Manager with a passion for team building.

Romania

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What I'm looking for

I am seeking a role that allows me to leverage my leadership skills in tech support, focusing on team development and operational excellence.

I am an experienced Tech Support Manager with a progressive career in leading global support teams. My passion for building high-performing teams from scratch has been a cornerstone of my professional journey. I thrive on creating environments where team members can excel and contribute to the overall success of the organization.

Currently, I manage a team of L2 specialists at RBI, where I focus on troubleshooting and debugging functionality issues while optimizing support operations to meet high business standards. My previous roles have equipped me with the skills to handle complex incident management and improve processes, ensuring customer satisfaction and operational efficiency.

Throughout my career, I have been dedicated to mentorship and training, helping my teams develop their skills and achieve their career goals. I believe that investing in people is key to building successful teams and delivering exceptional support services.

Experience

Work history, roles, and key accomplishments

Current

Tech Support Org Manager

Current

RBI

May 2023 - Present (2 years)

Currently managing a team of L2 specialists, focusing on troubleshooting and debugging functionality loss. Responsible for optimizing support operations, incident management, and mentoring team members. Overseeing critical issues impacting major platforms and assisting QA teams with release blockers.

Incident Management Team Leadership Troubleshooting Performance Management Mentorship Software Development Lifecycle Communication Reporting

Technical Support Manager

Suvoda

Aug 2021 - May 2023 (1 year 9 months)

Managed risk across multiple support tickets and ensured quality output for manual transactions. Improved processes for the technical support team and provided mentorship for team members. Created performance goals and career roadmaps for direct reports.

Risk Management SQL Process Improvement Mentorship Performance Management Technical Support Communication Time Management Reporting

Technical Support Manager

RWS Group

May 2018 - Aug 2021 (3 years 3 months)

Managed a team of Server Support Engineers, focusing on customer satisfaction and productivity. Handled support for server and desktop products, ensuring effective communication with management and stakeholders on escalations.

Team Management Customer Support Troubleshooting Communication SQL Windows Server Incident Management Performance Metrics Stakeholder Engagement Technical Support

Major Incident Manager

Global Convergence Inc

May 2017 - May 2018 (1 year)

Responsible for improving incident management processes and coordinating activities during major outages. Monitored incident volumes and ensured adherence to SLAs in a 24/7 environment.

Incident Management Process Improvement SLA Management Communication Team Coordination Customer Service Reporting Troubleshooting

Client Onboarding Engineer

Ullink

Oct 2016 - May 2017 (7 months)

Engaged in client onboarding processes, ensuring a smooth transition for new clients. Provided technical support and resolved issues during the onboarding phase.

Onboarding Technical Support Communication Problem Solving Customer Service Process Management Training Documentation Relationship Management Troubleshooting

Support Team Lead

RWS Group

Sep 2012 - Oct 2016 (4 years 1 month)

Led a support team, focusing on technical troubleshooting and customer satisfaction. Developed processes to enhance team performance and communication.

Team Leadership Technical Troubleshooting Customer Satisfaction Process Development Communication Mentorship Performance Management Reporting Problem Solving Technical Support

Technical Helpdesk Agent

UPC

Jun 2008 - Feb 2011 (2 years 8 months)

Provided technical support to customers, resolving issues related to services and products. Assisted in troubleshooting and guided customers through solutions.