Sorin George Neculaie
Codlea,Brasov
Summary
Detail-oriented IT professional specialising in 1st and 2nd line support through ticketing systems, email, and phone. Expertise in incident management, including logging, categorisation, prioritisation, and SLA-driven resolution. Experienced in troubleshooting hardware and software issues, managing user devices, and deploying software via Microsoft Intune. Strong background in Microsoft technologies and IT service management with a focus on process improvement.
Overview
6
6
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
IT Support Engineer
DNATA (Aviation)
2023.01 - 2023.07
- Delivered 1st and 2nd line IT support to over 500 end users in a high-availability aviation environment, ensuring timely resolution within SLA requirements.
- Managed full device lifecycle: provisioning, configuration, deployment, and decommissioning of laptops and peripherals for operational teams.
- Administered user accounts, permissions, and access via Azure Active Directory and Microsoft Intune.
- Supported Office 365 migration projects including mailbox, identity, and user environment transitions.
- Produced knowledge base articles and internal technical documentation to support IT operations.
- Collaborated with infrastructure teams to improve system reliability and end-user experience.
Contract Support Engineer (ATOS Contract)
IDE Group
2022.08 - 2023.01
- Provided 2nd line enterprise IT support within a structured corporate environment, managing incidents and service requests through a ServiceNow-based ticketing system.
- Administered Azure and Office 365 services including user provisioning, permissions, and troubleshooting.
- Supported software deployment and change management processes in line with enterprise architecture standards.
- Ensured security best practices and compliance with internal IT policies.
- Guided and mentored colleagues during complex technical incidents to ensure timely resolution.
IT Support Technician
Wilson James – Heathrow Airport
2020.11 - 2022.07
- Provided enterprise-level 1st and 2nd line IT support for operational systems at one of Europe's busiest airports.
- Managed end-user device configuration and maintenance including laptops, desktops, and peripherals.
- Administered Office 365, including user management, mailbox support, and troubleshooting.
- Implemented and maintained FortiGate security infrastructure, ensuring compliance with network security policies.
- Coordinated closely with operational departments to maintain service continuity and uptime.
- Mentored junior IT technicians and assisted management with task coordination.
IT Support Technician
Omniserve / ABM
2017.03 - 2020.11
- Provided IT support for a national organisation with over 1,500 end users across multiple locations.
- Logged and resolved incidents and service requests to meet SLA targets and enhance user satisfaction.
- Managed enterprise endpoint lifecycle — provisioning, maintenance, upgrades, and decommissioning.
- Conducted IT audits and compliance checks to strengthen system security and improve operational efficiency.
- Contributed to infrastructure improvement projects and software rollouts, providing training sessions to ensure smooth adoption of new platforms.
Education
BSc (Hons) - Computing and Technology
University of Roehampton
2020.01 - 2024.01
College Degree - Informatics & Mathematics
Romania 2005.01 - 2009.01
Skills
- User Support & Incident Management
- Technical support
- Incident management
- Troubleshooting hardware, software, and workplace environment issues
- End-User Computing & Device Management
- Device management
- Identity management
- Software deployment
- Asset management
- Microsoft 365 administration
- Microsoft Technologies
- Windows Enterprise OS environments
- Identity management
- IT Service Management & Documentation
- Ticketing platforms
- Technical documentation
- Process improvement
- Software testing
- Vendor escalation
- Software testing
Websites
Certification
- AWS Certified Cloud Practitioner
- Microsoft Azure Administrator Associate (AZ-104)
- AWS Solutions Architect – In Progress
LANGUAGES & ADDITIONAL INFORMATION
English: Fluent (B2+ level) — primary working language
Beginner
Romanian: Native
Beginner
English
Fluent
Accomplishments
- Supported enterprise IT environments serving 1,500+ end users across multiple sites, maintaining high service availability.
- Delivered Office 365 and cloud migration projects, significantly improving operational efficiency and reducing user downtime.
- Delivered internal IT training sessions for staff following new platform deployments, ensuring smooth adoption.
- Trusted with informal team coordination and mentoring responsibilities across multiple roles.
- Operated effectively in high-availability, time-critical environments including Heathrow Airport and international aviation operations.
LANGUAGES & ADDITIONAL INFORMATION
- Willing to relocate to The Hague, Netherlands for the duration of the contract
- Available for on-call/stand-by duty (approx. once per month and outside standard hours as required)
Affiliations
- Technologies, Music, Movies,
Timeline
IT Support Engineer
DNATA (Aviation)
2023.01 - 2023.07
Contract Support Engineer (ATOS Contract)
IDE Group
2022.08 - 2023.01
IT Support Technician
Wilson James – Heathrow Airport
2020.11 - 2022.07
BSc (Hons) - Computing and Technology
University of Roehampton
2020.01 - 2024.01
IT Support Technician
Omniserve / ABM
2017.03 - 2020.11
College Degree - Informatics & Mathematics
2005.01 - 2009.01