Cosmin Gabriel Tavaru
Bucharest
Summary
Expert in data analysis with a focus on deriving actionable insights for business enhancement. Demonstrated success in problem-solving and facilitating communication between technical teams and stakeholders. Quick to adapt to new environments with strong analytical and communication capabilities. Committed to delivering innovative solutions and fostering collaboration for project success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Business Analyst / Senior Principal Technical Support Engineer
Oracle
01.2021 - Current
- Review, analyze and evaluate business systems and user needs
- Assisting customers in different implementation tasks
- Cost Management / Inventory / PO specialist
- Drove organisational improvements in customer satisfaction scores and key metrics impacting revenue and profitability.
- Improved organisational resource utilisation, better leveraging current resources and controlling excess expenditure.
- Studied current organisational and management strategies and compared to feasibility and potential impacts of proposed alternatives.
- Monitored current systems and staff activities to compile detailed and current information.
- Mentored junior analysts, providing guidance and support to foster professional development.
- Created proposals incorporating proposed changes, revisions and redefinitions to improve organisational function.
- Created detailed business cases, including cost-benefit analyses, to justify investment in new initiatives.
- Reviewed and updated business continuity plans to mitigate risks associated with system failures.
- Identifies the needs of a business and then connects them with information technology (IT) resources to increase sales, strengthen processes and improve efficiency
- Document requirements, define scope and objectives and formulate systems to parallel overall business strategies
- Evaluating project progress, identifying problems, developing and implementing company procedures, and writing technical reports.
- Assist business workshops during the design of the future Core Design to ensure end-to-end integration
- Participate in the integration, testing and migration strategy
- Manage the relationship with stakeholders and development teams
- Work guided by Agile methodology
- Work daily with Confluence for reporting
- Expert in data manipulation using SQL
- Interact with business lines to clarify business requirements
- Assess feasibility, benefits and risks and provide opinions/recommendations
- Analyze impact of business requirements on the existing systems and overall IT environment
- Manage and resolve Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model
- Owning and resolving problems and managing customer expectations throughout the Service Request lifecycle in accordance with global standards
- Maintaining product expertise within the team
- Reducing escalations
- Working towards, adopting and contributing to new processes and tools (diagnostic methodology, health checks, scripting tools, etc.)
- Contributing to Knowledge Management content creation and maintenance
- Working with development on product improvement programs (testing, BETA programs, etc) as required
- Operating within Oracle business processes and procedures
- Respond and resolve customer issues within Key Performance Indicator targets
- Maintain an up-to-date and in-depth knowledge of new products released in the market for the supported area
- Ensure the timely completion of planned proactive tasks and Service Requests
- Operate in line with Bug Diagnosis and Escalation/Development Bug guidelines in resolution of Bug related Service Requests
- Analysed business processes to identify inefficiencies and recommend improvements for operational excellence.
- Documented process flows and created user manuals to support effective change management.
- Managed cross-functional teams to deliver project outcomes within agreed timelines and budgets.
- Led user acceptance testing to validate functionality and performance against business requirements.
- Collaborated with IT specialists to design and refine system specifications for business applications.
- Developed and implemented data analysis methodologies to support strategic decision-making.
- Monitored key performance indicators to track progress against strategic goals and objectives.
- Applied project management principles to ensure timely delivery of business solutions.
- Supported teams during implementations and produced clear instructions outlining changes.
- Helped clients enhance internal structures and improve handling of current and potential problems.
Escalation/Cluster Manager Role
Oracle
01.2018 - Current
- Facilitated continuous improvement initiatives and supported resolution of escalations across internal teams through a solid understanding of customer business processes and Oracle + NetSuite platform functionalities.
- Assisted in analysing customer journeys within Oracle + NetSuite to uncover opportunities for service enhancements, aiming to reduce churn and improve customer satisfaction.
- Managed escalations to resolution, developing and fostering relationships within Oracle + NetSuite to ensure effective outcomes and provide feedback to product and operations teams.
Principal Technical Support Engineer
Oracle
01.2018 - 01.2021
- Assisted in troubleshooting and resolving technical issues of varying complexity.
- Completed change requests to implement new functionalities and ensure compliance.
- Aided in manipulating customer and internal data using technical programs.
- Supported debugging of diverse technical and functional issues.
- Participated in applying incident and problem management processes to address major incidents.
- Contributed to identifying sources of operational challenges and improving operations.
- Collaborated on critical projects and contributed to team KPI improvements.
- Acted as a resource for the team and acknowledged as a subject matter expert by colleagues.
- Recommended and documented process improvements to enhance business outcomes.
Senior Technical Support Engineer
Oracle
01.2016 - 01.2018
- Main role in solving customer Service Requests in EBS Manufacturing - DMEF area, in order to go above and beyond customer needs assuring high quality for customer service
- Manage all severity and escalated issues within guidelines; accountable in representing customer expectations and engaging proper internal resources
- Proactive in identifying customer needs and facilitates engagement of internal resources to ensure customer success
- Consult with management in directing resolution of critical customer situations, including alerts to management on potential escalations
- Act as a technical lead in communication with customers, Account Managers (CAM/SAM/TAM/SDM)
- Provide coaching and mentoring to team members regarding the technical and operational part of their jobs to assure understanding of tasks and to maximize team
- Deliver web casts for our customers
- Involved in major Manufacturing Projects (TA Differentiation, Automation Point of Contact, Rewards & Recognition, SRs Closure Code)
- KM Editor - create/modify/review content within the Knowledge Management System (consultative articles, case studies, and white papers)
- ODM Couch
- Well-developed troubleshooting skills, ability to analyze details and synthesize 'big picture', frequently working with incomplete or ambiguous data
- Work closely with development in planning product enhancements and new features.
- Act as a Bug Reviewer for complex issues and reduce development workload avoiding Not a Bug situations
- Act as a BDE/COE backup in Core Manufacturing
- Act as a Cluster Technical Coordinator for EMEA Manufacturing
- Participate in the technical screening, interviewing, reference checking, and final selection of candidates within team
Cluster Technical Coordinator
Oracle
01.2016 - 01.2018
- Review all outstanding actions at the beginning of the shift. Sev 1 24x7 SR’s not updated in last 4 hours. Follow up on these SR’s at Cus Status by calling the customer and chasing for an update. Record such in the SR and reset NRD time etc.
- Log in to chat sessions or rooms used for CTC communication
- Review support engineer schedule to verify absences
- Monitor progress toward action plan completion.
- Handle transfers from other teams.
- Receive requests from other teams.
- Perform technical review to determine if the issue belongs to the competency.
- Provide technical reason if SR should go to another team.
- Take ownership if needed.
- Insure that all active Severity 1 SRs are handled appropriately throughout the day.
- Add a technical updated if needed/possible and follow up on Hub requests.
- Reassign or submit for reassignment if needed.
- Review and progress critical work and any SRs that need dedicated immediate attention.
- Insure that support engineers are handling updates effectively.
- Advise owning engineer of the need to update SRs that are out of guidelines.
- Update SR if necessary in owning engineer's absence or contact buddies.
Technical Support Engineer
Oracle
01.2014 - 01.2016
- Act as a mentor in assisting less experienced engineers in isolating problems, workarounds and solutions
- Consult with management in directing resolution of critical customer situations, including alerts to management on potential escalations
- Create/modify/review just-in-time articles within knowledge management tools
- Create/modify/review knowledge content to include consultative articles
- Engage in activities designed to minimize duplicate and false bugs passed to development
- Engage in connected sessions with customers as necessary to work/resolve customer situations
- Engage with development as appropriate to review customer bug priorities
- Identify, develop and execute an individual development plan with management assistance
- Manage all severity and escalated issues within guidelines; Accountable in representing customer expectations and engaging proper internal resources
- Participate in Beta programs and product/platform testing
- Participate in additional projects as required
- Participate in appointed Knowledge Management initiatives
- Participate in process planning and make recommendations for improvements to the business
- Participate in team meetings and encourage knowledge sharing
- Perform system administration and maintenance on support workstations
- Proactive in identifying customer needs and facilitates engagement of internal resources to ensure customer success
- Promote, train, and instruct customers on the use of Oracle tools and processes
- Provide highest level of customer service by taking ownership of the issue and holding yourself accountable for the service provided
- Utilize automated technology and instrumentation to diagnose, document, and resolve customer issues
- Work with senior level engineers to identify, log and work bug related issues with Development
Managed Services Engineer
Huawei
01.2013 - 01.2014
- Assist first-level engineers in identifying and solving issues.
- Conduct routine preventive maintenance activities.
- Manage second-level incident resolution and reporting.
- Create and update various operational documents.
- Analyse root causes following major outages.
- Resolve all critical CRM and provisioning issues raised by customers.
- Identify and address potential problems proactively.
- Communicate feedback to headquarters on current architecture.
- Organise and distribute tasks within the team.
Education
Master of Science - Quality and Dependability Engineering
Faculty of Electronics, Telecommunications and Information Technology, Polytechnic University
Bucharest, Romania01.2015
Bachelor of Science -
Faculty of Electronics, Telecommunications and Information Technology, Polytechnic University
Bucharest, Romania01.2013
Orange Education Program - Basics of mobile communications technologies and standards, RAN (Radio Access Network), VAS (Value Added Services), Core Network, Transmission Network
Orange
Bucharest, Romania01.2012
High School Degree - Department of Mathematics and Informatics
"I.L.Caragiale" High School
Moreni01.2009
Skills
- SQL knowledge
- Modeling of business flows
- Integrations and configurations
- Agile Scrum
- SAP
- Oracle EBS ERP
- Oracle Support internal tools
- Oracle eBusiness Suite Applications
- BSS
- CRM
- Provisioning
- Linux
- C
- Matlab
- Word
- PowerPoint
- Jira and confluence proficiency
- ITIL v3 foundation certified
- Agile methodologies
- Data analysis
- Business process improvement
- Customer relationship management
- Change management
- Problem resolution
- Agile and scrum methodologies
- Microsoft excel expertise
- Knowledge of erp systems
- Customer engagement
Certification
- Oracle SQL/PLSQL Certified
- Automation Level 3 Developer Certified
- Automation Level 2 Designer Certified
- Oracle Cloud Infrastructure Foundations 2020 OCA
- ITIL Foundation certificate in IT Service Management
- EDV OTD Communicating for Impact
- Personal Leadership and Influence
- Lead to Achieve
- ODM Engineer Certification
- Oracle EBS 12 Supply Chain Certified Implementation Specialist: Oracle Inventory
- Oracle Support Accreditation Series - Cloud Support Level 1
- Oracle Support Accreditation Series - MOS Support Accreditation L1
- Oracle Support Accreditation Series - EBS Support Accreditation L2
Awards
- Circle of Distinction Award, One of the only 4 global engineers who are Signature L2 Approver in Production for Cost Management – the HIGHEST level; Essential part of the MFG Automation Task Force; SME in Costing Management area for high visible escalations; 24x7 available for critical escalations; Above Average productivity; Key resource for Oracle In-Memory Cost Management Cloud Service and EAM IoT; presented on global training sessions.
- Support Services Award in the area of Rookie of the Year, Outstanding first year performance; recognized by Oracle VP for creativity, fast decision-making, prioritizing, team support, continuous learning and high proficiency in IT business.
- Top Accounts differentiation for severity 1 SRs, Reduced global critical backlog and reinforced “Perfect SR” concept; Coordinator role ensuring high service levels for Top Accounts; led multiple meetings and presentations globally; led Top Account Differentiation project; POC in Manufacturing Automation project; received Service Automation Award; Point of Contact for Cloud product In Memory Cost Management; part of Testing Team for GDPR.
Training
- EDV OTD Communicating for Impact
- Personal Leadership and Influence
- Lead to Achieve
- Oracle Public Cloud Support Training
- Oracle EBS 12 Supply Chain Certified Implementation Specialist: Oracle Inventory
- ITIL Foundation certificate in IT Service Management
- Oracle Database 11g: SQL Tuning
- SQL Fundamentals
- EBS - VCP 12.2.6 release training by Development at Oracle HQ (Redwood Shores - San Francisco)
- Franklyn Covey - Seven Habits program: how to organize and prioritize the tasks and the available time
Attributes
Established very good customer relationship in technical system management area, Consistently delivering high quality customer service, Working collaboratively with customers to identify appropriate and best solutions, Out of Hours (weekend) working experience for critical severity 1 Service Requests, Mentored new members of team and provided assistance, Experienced in virtual team leading and working in local project teams, Assisted team members with work backlog to ensure timely service to customers, Communicating with Oracle peers across the globe to share information, Confident communicator at all levels from End User to Director, Been part of My Oracle Support team and presented “How to work with On Demand” – received good feedback from Customer Support Manager, Fluent in English, excellent written and oral communication skills, Excellent analytical and troubleshooting skills, resolving technical issues in a systematic way, to find and provide solutions for Oracle customers, Contributor to Oracle Knowledge Management for problem avoidance by creating, reviewing and publishing known solutions to technical problems, Great attention to detail demonstrated in technical problem investigation, Able to prioritize tasks working with tight schedule to deliver on time
Languages
English
Proficient
C2
Interests
- Travelling
- Sports
Accomplishments
- Circle of Distinction Award
- Support Services Award in the area of Rookie of the Year
Timeline
Business Analyst / Senior Principal Technical Support Engineer
Oracle
01.2021 - Current
Escalation/Cluster Manager Role
Oracle
01.2018 - Current
Principal Technical Support Engineer
Oracle
01.2018 - 01.2021
Senior Technical Support Engineer
Oracle
01.2016 - 01.2018
Cluster Technical Coordinator
Oracle
01.2016 - 01.2018
Technical Support Engineer
Oracle
01.2014 - 01.2016
Managed Services Engineer
Huawei
01.2013 - 01.2014
Master of Science - Quality and Dependability Engineering
Faculty of Electronics, Telecommunications and Information Technology, Polytechnic University
Bachelor of Science -
Faculty of Electronics, Telecommunications and Information Technology, Polytechnic University
Orange Education Program - Basics of mobile communications technologies and standards, RAN (Radio Access Network), VAS (Value Added Services), Core Network, Transmission Network
Orange
High School Degree - Department of Mathematics and Informatics
"I.L.Caragiale" High School