Radu Olaru
Bucharest,Romania
Summary
Accomplished support professional delivering reliable information and communications technology assistance. Maintained robust, high-performing systems through ongoing monitoring and improvement implementation. Resolved issues quickly and accurately through focused troubleshooting. Logical thinker with top problem-solving abilities. Communicates well with non-technical audiences for speedy resolutions. Background in delivering exceptional customer service whilst carrying out maintenance and repairs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Application Support Specialist
PwC Romania
Bucharest, Romania
09.2022 - Current
- Collaborate with development team to ensure seamless deployment and operation of software applications utilizing Azure DevOps
- Provide top-notch technical support to clients and end-users, addressing inquiries, troubleshooting issues, and offering solutions promptly
- Monitor and manage the health and performance of applications, utilizing monitoring tools (DataDog, Opsgenie) and techniques to proactively identify and address potential issues
- Expertly utilize Service Bus to manage communication between distributed components of applications, optimizing data flow and system reliability
- Conduct thorough testing using Postman to validate API endpoints, ensuring data accuracy and proper functionality
- Diagnosed and resolved database-related issues by working with MongoDB
- Azure Cosmos DB, and MySQL databases, optimizing query performance and data integrity
- Collaborate with development teams to analyse application logs and diagnose complex technical issues, reducing downtime and improving overall system stability
- Contribute to the creation and maintenance of detailed documentation, including troubleshooting guides and knowledge base articles, improving support efficiency
- Assist in the implementation of continuous integration and continuous deployment (CI/CD) pipelines, streamlining the development and release processes.
- Performed root cause analysis to identify issues and limit repeat reoccurrence.
- Work in an ITIL environment
Application Support Specialist
NN Romania
Bucharest, Romania
10.2018 - 09.2022
- Perform the administration and optimization of the systems; - Responsible for finding solutions, workarounds and/or fixes in order to maintain and improve the functionality of the systems in his/her administration
- Promote the new applications/systems into production, perform various technical tests on systems and properly install the patches and version releases; - Document the systems he/she is responsible for and their changes
- Documents functions and changes, configurations, monitoring and other areas (e.g., error handling, backup/recovery procedures)
- Ensure production ‘run book' is updated according to changes
- Assist in the development of user guides and training documentation for systems
- Monitor the system, set up automated alerts, and performance notifications to proactively address problems
- Troubleshoot, upgrade, monitor, and diagnose application and system problems to enable ongoing business
- Respond to problems in workflow or unmet business needs with strategies and potential solutions
- Perform ongoing routine application maintenance tasks
- Contribute to automation of maintenance tasks
- Contribute to automation of monitoring and running tasks
- Evaluate existing applications and platforms and provides recommendations for improving performance by conducting gap analysis, identifying feasible alternative solutions, and assisting in the scope of modifications
- Working with BMC Remedy and Service Now ticketing systems
- Work in an ITIL environment
Payments Operations Engineer
ING Bank
Bucharest, Romania
11.2017 - 10.2018
- Primarily responsible for finding solutions, workarounds and/or fixes in order to maintain and improve the functionality of the systems as part of the 2nd line support
- Offer technical support to the 1st line support and to the applications' users in order to prioritize and solve the problems related to his/her area of expertise, taking over the problem assigned and recorded by the 1st line support in the recording service (e.g Service Manager)
- Escalate the problems to the 3rd line of support (internal or external), if the case, record the solutions, workarounds and the steps in order to solve the problem in the recording service and notify the user or the 1st line support when the problem is complete
- Produce and keep up to date different documents and procedures that are in relation with the area of support, record new solutions in the Knowledge database and act proactively, providing a report with the possible future issues that can arise in the area of expertise and the solutions to prevent those problems
- Manage project schedules, including testing and delivery to customers
- Research, document, and act as subject matter expert on specified applications
- Participate in design and improvement processes
- Proactively identify issues within the environment and resolve them
- Manage and prioritize issues and bugs with vendor and internal teams
- Manage Problem management process for incidents
- Create scripts to simplify processes and improve alerting
- Troubleshoots software and/or infrastructure issues as necessary, including hands-on correction of problems and working with necessary support teams to solve issues
- Participate in DR/BCP plans
- Working with Service Now ticketing system
- Work in an ITIL environment
System Support Specialist
ING Bank
03.2017 - 11.2017
- Is primarily responsible for finding solutions, workarounds and/or fixes in order to maintain and improve the functionality of the systems as part of the 2nd line support
- Offers technical support to the 1st line support and to the applications' users in order to prioritize and solve the problems related to his/her area of expertise, taking over the problem assigned and recorded by the 1st line support in the recording service (e.g Service Manager)
- Responsible with providing technical assistance for our 3rd line colleagues in testing solutions before the implementation in Production
- Escalates the problems to the 3rd line of support (internal or external), if the case, records the solutions, workarounds and the steps he takes in order to solve the problem in the recording service and notifies the user or the 1st line support when the problem is complete
- Produce and keep update different documents and procedures that are in relation with his area of support, records new solutions in the Knowledge database and acts proactively, providing a report with the possible future issues that can arise in his/her area of expertise and the solutions to prevent those problems.
Sr E-banking specialist
ING Bank
Bucharest, Romania
12.2015 - 02.2017
- Client on-boarding/set-up
- Standard channel/product implementation
- Support to clients in channel implementation, set-up, activation and training
- Help-line for clients, including dispatching to other teams with overall monitoring and follow up on progress
- Daily issues for channel/product related systems
- Development and keeping up to date client manuals and presentation materials
- Channel testing
Product Manager
ING Bank
Bucharest, Romania
06.2015 - 12.2015
- Analysed market trends using customer data, research, market reports and regulations.
- Collaborated with finance to develop robust business cases for product viability and profitability.
- Used available data to establish budgets and implanted controls to manage expenditure against targets.
E-banking specialist
ING Bank
Bucharest, Romania
07.2011 - 06.2015
Customer Services Adviser
Unicredit Bank
05.2008 - 07.2011
- Technical support for the ATM's network
- Training in branches for ATM's
- Monitoring the anti burglary system for the ATM's
- Technical support for the POS's network
- Technical support for owners of UniCredit Tiriac Bank cards (informations about accounts balance, amount of the pay, temporary modification of the card limit, blocking/unblocking cards Pin)
- Providing support to Online Banking users
- Obtained feedback from customers to improve service experience.
- De-escalated objections and disputes professionally to maintain customer satisfaction.
- Verifying/confirming payments made on OnlineBanking
Helpdesk officer
03.2008 - 05.2008
- Install and configure the Multicash application (electronic payment) for the business clients; -technical support for the Multicash application; -technical support for Online Banking(electronic payment)
Education
Engineering
Politehnica University
2010
Skills
- Top Skills
- Service bus
- MySQL
- Postman
- MongoDB
- Azure DevOps
- Customer service expert
- Software diagnosis
- Troubleshooting proficiency
- Technical documents comprehension
- Application support
- Technical issues analysis
Certification
Microsoft Certified: Azure
Fundamentals
Timeline
Application Support Specialist
PwC Romania
09.2022 - Current
Application Support Specialist
NN Romania
10.2018 - 09.2022
Payments Operations Engineer
ING Bank
11.2017 - 10.2018
System Support Specialist
ING Bank
03.2017 - 11.2017
Sr E-banking specialist
ING Bank
12.2015 - 02.2017
Product Manager
ING Bank
06.2015 - 12.2015
E-banking specialist
ING Bank
07.2011 - 06.2015
Customer Services Adviser
Unicredit Bank
05.2008 - 07.2011
Helpdesk officer
03.2008 - 05.2008
Engineering
Politehnica University
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