Artiom Caratanas
Chishinau,Chișinău Municipality
Summary
Experienced IT professional with a proven track record of delivering quality results in dynamic environments. Skilled in collaborating with cross-functional teams to implement effective solutions. Known for sound judgment and practical problem-solving abilities, ensuring efficient resolutions to technical challenges. Consistently improved processes, leading to a 25% reduction in average resolution time and a 15% increase in user satisfaction.
Technical Support Specialist with a strong understanding of the needs of both business and home users. Proficient in troubleshooting and desktop support for Windows and Linux systems, resolving 90% of issues on the first call.
In a previous role, managed ticket resolutions and collaborated with Amazon's technical department to determine and implement relevant platform features, such as displaying specific tax types. As a project manager, tracked KPIs, maintained detailed bug statistics, and actively participated in discussions and problem-solving with the development team, contributing to improved workflow efficiency and issue resolution.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Customer department Manager
S.R.L. META-SISTEM
Chisinau, Chișinău Municipality
12.2023 - 11.2024
- Organised department tasks for increased productivity.
- Trained new recruits for seamless integration into the team.
- Delegated assignments to maximise individual strengths.
- Handled customer complaints for improved satisfaction rates.
- Resolved conflicts for improved team dynamics.
- Resolved support tickets to limit impediments and increase flow.
- Reviewed financial data related to the development aspect to stay informed and understand user inquiries better.
- Analyzed incoming user requests to prioritize issues and ensure their resolution in collaboration with the development team.
Project manager
Proovia IT
Chishinau
06.2023 - 11.2023
- Two successful projects have been completed, consisting of API integration and the development of an internal ticket system aimed at improving KPIs.
- Collaborated across teams to align and deliver overarching business strategy.
- Aligned IT strategy with business needs, prioritising value for money, security and contractual requirements.
- Executed projects using Waterfall and Agile methodologies.
- Identified skill gaps and restructured IT team, increasing department capabilities.
- Managed team of IT support technicians, developing workflows and processes.
- Collaborated with project engineers to roll out, manage, or patch software.
- Oversaw execution of IT projects from inception to execution.
- Overseeing the development of the ticket system, involving planning, resource organisation and task management.
- Ensuring optimal interaction between systems via API integration with partners.
- Managing the project team to ensure objectives and deadlines are achieved.
- Creating and implementing strategic plans to enhance development and integration processes.
- Creating and implementing strategic plans to enhance development and integration processes.
IT Support Engineer
Stefanini SRL
Chishinau, Chishinau
09.2021 - 06.2023
- Prioritised and managed 3 cases simultaneously with 96 % user satisfaction.
- Installed multiple platform workstations, such as Linux, Windows 10 /11 , to test hardware and software compatibility.
- Troubleshot system and network problems, diagnosing and solving hardware and software faults .
- Designed and deployed Group Policies within an Active Directory Environment .
- Maintained high level of support by consistently improving knowledge of operating systems and application software, including SAP and Windows , M365 office package.
- Maximised network availability and performance by monitoring, troubleshooting, resolving outages and scheduling upgrades.
- Guided and assisted users with technical issues, improving network performance and usability.
- Monitored and performed hardware and software upgrades to network servers, including operating systems and applications.
IT Support Technician
Endava
Chishinau, Chishinau
08.2019 - 08.2020
- Performed Planned Preventative Maintenance, repairs and technical upgrades for well-mobilised operational teams.
- Monitored site security to ensure equipment and workstations met agreed requirements.
- Used ticketing systems to effectively prioritise end-user issues, minimising equipment downtime.
- Employed speedy diagnosis techniques across software issues, achieving outstanding First Time Resolution rates.
- Leveraged available resources, knowledge and equipment to resolve customer requests.
- Recommended and implemented configuration changes and system additions to optimise performance.
- Managed technical support page by creating FAQs and posting knowledge-based articles.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Communicated technical concepts to customers clearly by phone, email and online chat.
Education
Diploma of Higher Education - Information Technology
TECHNICAL UNIVERSITY OF MOLDOVA
09.2017 - 07.2021
Skills
- fOffice 365
- Network troubleshooting
- Active Directory
- Troubleshooting network issues
- VMware
- Remote access technology
- Engineering documentation
- Network configuration
- Security technologies
- Analytical problem solving
- Problem-solving
- Communication skills
- Programme development
- Account management
- Staff education and training
- Product knowledge
- Customer relations
- Technical support
- Administrative support
- Customer Relationship Management Software (CRM)
- KPI management
- Web development projects
Languages
English
Advanced (C1)
Russian
Native
Romanian
Intermediate
Timeline
Customer department Manager
S.R.L. META-SISTEM
12.2023 - 11.2024
Project manager
Proovia IT
06.2023 - 11.2023
IT Support Engineer
Stefanini SRL
09.2021 - 06.2023
IT Support Technician
Endava
08.2019 - 08.2020
Diploma of Higher Education - Information Technology
TECHNICAL UNIVERSITY OF MOLDOVA
09.2017 - 07.2021
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