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Robert Ilea

@robertilea

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IT Support Specialist with 3+ years delivering Tier 1/2 helpdesk and system administration across multinational teams.

Romania

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What I'm looking for

I’m looking for a remote-ready IT Support role where I can own Tier 1/2 resolution, improve documentation and onboarding, manage identity & M365, and partner with a team that prioritizes service quality.

I’m an IT Support Specialist with 3+ years delivering Tier 1/2 helpdesk support across multinational environments. I combine strong communication in English with hands-on support for Windows 10/11, user account management, and fast, accurate issue resolution.

I’ve worked directly with Active Directory, Azure AD / Microsoft Entra, and Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), plus ITSM workflows in ServiceNow. In my roles, I consistently resolved 30+ tickets per week, onboarded 15+ users monthly, and reduced repeat incidents through clear documentation and redesigned user guides.

I also support remote teams using TeamViewer and RDP, and I maintain hardware inventory with Snipe-IT—coordinating procurement and asset assignment to keep service continuity strong. Previously, as an IT Onboarding Consultant, I served as the main client onboarding point of contact, trained users on internal systems, and improved onboarding timelines by addressing process bottlenecks.

Experience

Work history, roles, and key accomplishments

Tourism Agent

EOSTAR

May 2025 - Dec 2025 (7 months)

Managed high volumes of client enquiries using booking and reservation platforms, demonstrating strong organisational and communication skills in a fast-paced environment.

Client Communication Organisation Fast Paced

IT Support Specialist

Alpin 57 Lux

Jan 2025 - Apr 2025 (3 months)

Resolved 20+ support tickets weekly in ServiceNow covering Windows 10/11, Office 365 configuration, and hardware faults. Managed Active Directory and Azure AD user accounts, onboarded 10+ employees monthly, maintained hardware inventory in Snipe-IT, and reduced repeat incidents by improving internal user guides.

ServiceNow Active Directory Azure AD Microsoft 365 M365 Account Provisioning Snipe IT Asset Management User Onboarding

IT Support Specialist

Azets Insight Norway

Sep 2023 - Dec 2024 (1 year 3 months)

Provided Tier 1/2 helpdesk support to multinational teams, resolving 30+ tickets per week across hardware, software, connectivity, and Office 365 issues. Administered Active Directory and Azure AD for user account creation, password resets, group policies, and access management, while onboarding 15+ employees monthly and coordinating asset inventory and procurement.

Help Desk Support Tier 1 Support Active Directory Azure AD Office 365 Group Policies

IT Onboarding Consultant

Azets Insight Norway

Nov 2022 - Jul 2023 (8 months)

Served as the main point of contact during client onboarding, handling account setup and live technical support while training clients and employees on internal systems and workflows. Identified onboarding bottlenecks and implemented improvements to shorten onboarding timelines, coordinating with sales, product, and marketing teams to align on deliverables.

Client Onboarding Technical Training Technical Support Process Improvement Communication Under Pressure Deliverables Alignment

Education

Degrees, certifications, and relevant coursework

University of Alba Iulia

Bachelor of Science, Computer Science

2019 - 2022

Earned a Bachelor of Science in Computer Science at the University of Alba Iulia. Final thesis focused on designing and building a full-stack web application for automotive sales end-to-end.