Ionut Tofan

• Conducted effective IT support service training for 250 employees and 2000 students leading to improved operational efficiency.

• Used ticketing systems to effectively prioritise end-user issues, minimising equipment downtime.

Example: Every ticket system for raising and resolving issues.

• Leveraged available resources, knowledge and equipment to resolve customer requests.

Example:( Customer had issues with mail merge adding images, researching how to add images in a mail merge, fixed by googling the issue and implementing/trying the solutions.

• Troubleshot operating systems, hardware and software problems to identify root causes.

Example: Investigating beeping sequence on computers, or software issues(drivers) or specific software errors like Microsoft Word, Excel etc.

• Responded to incidents on-site, providing precise time estimations and managing customer expectations.

Example: Teacher screen is not working. It's affecting the teaching which requires immediate attention. Some issues require time to investigate, re-create the issue or waiting on the 3rd party support.

• Wrote technical documents related to current products for publishing on support page.

Example: Wrote a mini guide for teachers with common issues that they might face when they start their lesson. Most common was duplicating the screen where I created a mini card and distributed it to all classrooms and announced it via email at the start of the term. It was a success as the raising tickets for the related issue dropped by ~85%.

• Communicated technical concepts to customers clearly by phone, email and online chat.

Example: I provide phone/remote support to staff members and phone support to parents when they need help with school accounts or connection issues to our school services.

• Provided technical support throughout development phases of new products.

Example: We moved from a Microsoft tenancy to Google Workspace for school where I had to have training and also assist staff and students with the changes.

• Demonstrated excellent stamina and manual dexterity.
• Stored, maintained and cleaned construction equipment.
• Promoted health and safety by raising concerns of unsafe practices to construction supervisors.
• Carried out activities in line with work schedule.
• Safely loaded and unloaded daily deliveries, maintaining optimal materials' quality and condition.
• Established on-site security by fitting sturdy barriers around site perimeter.
• Improved site workflow, performing building, construction and assembly duties quickly and accurately.
• Supplied construction managers with materials to aid on-site production.
• Helped to set forms and wall panels.
• Prepared sites and surfaces for balcony insulation
• Utilised PPE on site to prevent accidents.
• Cleaned up sites after shifts, organising tools and securing supplies in designated storage units.
• Performed strenuous physical activities such as heavy lifting in adverse conditions.
• Worked at heights of up to 300 metres.
• Kept safe, organised workspaces by closely monitoring site operations.
• Worked efficiently to help teams complete construction projects ahead of deadlines.