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
4
4
years of professional experience
4
4
years of post-secondary education
Work history
B2b customer representative
Salt Edge Open Banking
Chishinau, Chishinau
03.2025 - Current
- Improved issue resolution efficiency by 10–15%, enabling faster response times and higher customer satisfaction
- Identified upselling opportunities during client interactions, driving 5–8% sales growth over six months
- Educated customers on product features and usage, reducing support complaints by 10% and enhancing user experience
- Escalated high-impact issues with urgency, achieving 90% satisfaction rate for resolution and follow-up
- Provided tailored guidance using deep product knowledge, building trust and long-term client relationships
- Handled in-person, email, and mailed correspondence with accuracy and professionalism
- Reduced negative feedback by 15–20% through prompt complaint handling within 1–2 business days
- Applied conflict management skills to de-escalate and support stressed or concerned customers
Customer Department Manager
S.R.L. META-SISTEM
Chisinau, Chișinău Municipality
12.2023 - 11.2024
- Organised departmental tasks, boosted team productivity by 15% through improved workflow
- Trained 8+ new recruits, reduced onboarding time by 25%
- Delegated assignments based on individual strengths, increased task efficiency by 10–12%
- Handled 150+ customer complaints, improved satisfaction ratings by 20%
- Resolved 30+ internal conflicts, strengthened collaboration and team morale
- Closed 1,200+ support tickets, reduced resolution time by 30%
- Reviewed monthly financial reports related to product development, improved handling of finance-related inquiries
- Analyzed and triaged 1,500+ user requests, enabled development team to prioritise and resolve issues faster
Project manager
Proovia IT
Chishinau
06.2023 - 11.2023
- Completed 2 key projects: internal ticketing system and API integration with 2 partners, improved KPIs by 15%
- Aligned IT strategy with business needs, reduced infrastructure costs by 10%, ensured compliance with security standards
- Collaborated with 4 departments to deliver cross-functional initiatives supporting business objectives
- Delivered 5 projects using Waterfall and Agile methodologies, improved delivery timelines by 20%
- Identified skill gaps, restructured IT team of 6, increased productivity and flexibility by 25%
Managed 4 IT support technicians, implemented new workflows, reduced ticket backlog by 30%
Partnered with 2 project engineers to deploy, manage, and patch software across 80+ endpoints - Oversaw full project lifecycle, achieved 100% on-time delivery within scope and budget
- Led internal ticketing system rollout, reduced resolution time by 30%, improved user satisfaction by 18%
- Integrated APIs with 2 external systems, automated data flow, reduced manual tasks by 85%
- Supervised cross-functional team of 8, ensured delivery of objectives and high-quality outcomes
- Developed strategic plans, streamlined development and integration, increased efficiency by 20%
IT Support Engineer
Stefanini SRL
Chishinau, Chishinau
09.2021 - 06.2023
- Prioritised and managed 3 cases simultaneously with 96% user satisfaction
- Installed multi-platform workstations (Linux, Windows 10/11) to test hardware and software compatibility
- Troubleshot system and network issues, diagnosed and resolved hardware/software faults
- Designed and deployed Group Policies in Active Directory environment
- Maintained strong support quality by continuously improving knowledge of OS and applications, including SAP, Windows, and Microsoft 365
- Maximised network availability by monitoring systems, resolving outages, and scheduling upgrades
- Assisted users with technical issues, improved network performance and overall usability
- Performed hardware/software upgrades on network servers, including OS and critical applications
Education
Diploma of Higher Education - Information Technology
TECHNICAL UNIVERSITY OF MOLDOVA
09.2017 - 07.2021
Skills
- Office 365
- Network troubleshooting
- Analytical problem solving
- Communication skills
- Programme development
- Product knowledge
- Customer relations
- Technical support
- Customer Relationship Management Software (CRM)
- KPI management
- Web development projects
- API integration
- Agile methodology
- JIRA and confluence
Personal Information
Languages
3,6,5
Languages
English
Russian
Romanian
Timeline
B2b customer representative
Salt Edge Open Banking
03.2025 - Current
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
Diploma of Higher Education - Information Technology
TECHNICAL UNIVERSITY OF MOLDOVA
09.2017 - 07.2021
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