DIANA PAIU
Chisinau,CU
Summary
IT/Telecom professional experienced in VAS/Application Management and troubleshooting L2/L3 incidents. Achieved service stability through log analysis and hands-on expertise with SMSC, USSD, and IN/Charging System environments. Focused on effective incident management and collaboration with technical teams and vendors, ensuring rapid service restoration and successful implementation of business services.
Overview
14
14
years of professional experience
Work History
VAS Engineer/Application Management Engineer
Orange Systems
Chisinau
06.2022 - Current
- Monitored and maintained Value-Added Services (VAS) platforms, including SMSC, USSD Gateway, Intelligent Network (IN)/Charging Systems, Mobile ID (mID), Voicemail, and MMSC.
• Performed incident management and advanced troubleshooting to ensure high availability and service continuity across VAS platforms.
• Analyzed system logs, alarms, and performance metrics to identify, diagnose, and resolve service degradations and outages.
• Coordinated issue resolution with vendors, including Huawei, Ericsson, and Thales, ensuring timely escalation and follow-up of critical incidents.
• Monitored KPIs, system capacity, and service performance, providing recommendations for optimization and capacity planning.
• Executed routine maintenance activities, including backups, restorations, patch installations, and software upgrades.
• Participated in major network and platform upgrade projects for IN/Charging, SMSC, USSD, and Mobile ID services.
• Performed pre-production and UAT testing to validate new features, software releases, and service enhancements before deployment.
• Implemented and validated prepaid offers, tariff adjustments, and business requirements across charging and VAS platforms.
• Configured and maintained service parameters, platform configurations, and integrations in accordance with operational and business requirements.
• Supported marketing and business initiatives through activation and testing of SMS, IVR, and short-code based services and campaigns.
• Opened and managed access to short codes and service numbers for internal and external business partners.
• Worked with Linux-based systems, Oracle Database, MySQL, VMware environments, REST APIs, Postman/Bruno, and Git repositories.
• Utilized monitoring and observability tools such as Zabbix and Grafana to proactively identify issues and improve service reliability.
• Developed and maintained operational procedures, technical documentation, and implementation guidelines for VAS services.
• Collaborated with cross-functional teams, including Core Network, IT, Marketing, and external vendors, to deliver new services and ensure operational excellence. - Collaborated with cross-functional teams to enhance service offerings.
- Developed technical specifications for new service implementations.
- Conducted training sessions for staff on new service features and tools.
- Documented processes and standards for operational consistency and quality.
Service Desk Engineer
Orange System
Chisinau
12.2018 - 06.2022
- Resolved customer complaints through effective troubleshooting, enhancing customer satisfaction.
- Improved service-user experiences through effective communication and efficient, accurate issue resolution.
- Provided technical support to customers via telephone and email.
- Monitored network performance to identify and address potential issues promptly.
- Network monitoring (IT and VAS, CS, PS Core elements, HFC/FTTH and Fix domain) and escalating it to back-office teams.
- Monitored systems in operation and input commands to troubleshoot areas such as Fix Network, B2B and Wholesale clients.
- Developed technical guidance to assist team members and streamline support processes.
- Provided technical guidance, peer review and mentorship to junior engineers.
- Collaborated with IT teams to implement system upgrades and enhancements.
- Evaluated key performance indicators to inform decision-making.
MS Engineer
Ericsson Telecommunications SRL
Chișinău
08.2016 - 12.2018
- Troubleshooting customer complaints.
- Network monitoring (CS, PS, IT and VAS) and escalation to back-office teams.
- KPIs analysis.
- Troubleshooting of network problem.
- Test of mobile services.
- Actively participation on automation process.
- Provided technical guidance, peer review and mentorship to junior engineers.
Assistant Engineer
IM Moldcell SRL
Chisinau
01.2016 - 08.2018
- Troubleshooting customer complaints.
- Network monitoring (CS, PS, IT and VAS, Transmission) and escalation to back-office teams.
- Troubleshooting of network problem, 50 complaints per shift(max).
- Test of mobile services.
- Supervised junior team members, providing appropriate training and mentoring to improve overall team productivity.
- Resolved potential issues quickly and effectively, maintaining smooth delivery of IT processes.
- Read and interpreted blueprints, technical drawings, schematics and computer-generated reports for Network projects.
Call Centre Representative
IM Moldcell SRL
Chisinau
07.2014 - 01.2016
- Handled high call volumes (100 calls in queue), working accurately and efficiently for optimum productivity and profitability.
- Provided consistent service across multiple communications platforms.
- Used strategic promotional strategies to retain customers considering service cancellations.
- Attended regular product training, memorizing key information to enhance customer advice.
- Maintained peak customer service satisfaction, providing accurate, knowledgeable responses to questions and queries.
- Processed complaints professionally, seeking effective, timely solutions for continued customer satisfaction.
- Achieved daily performance targets, aiding continued department progression in line with sales goals.
Telecommunication Operator
Autoalternativa SRL
Chisinau
08.2013 - 06.2014
- Monthly target accomplishment.
- Achieved high sales revenue with value-focused customer service approach.
- Used multilingual expertise to improve communication skills resulting in positive customer feedback.
- Best sales of the Month.
Sales Operations
Sisteme IT Solutii
Chisinau
05.2012 - 08.2013
- Established organizational vision and developed strategies to meet sales and customer service goals.
- Implemented process improvements to address productivity and quality issues, resulting in enhanced business efficiency.
- Interfaced with clients to clarify marketing and design vision, defining strategic scopes of work and delivery schedules.
Education
Bachelor - Inginerie si Management in Electronica si Telecomunicatii
Universitatea Tehinica a Moldovei
Chisinau06-2016
Technician - Telecommunications
Colegiul Politehnic Chisinau
Chisinau05-2011
Skills
- VAS management
- Incident management
- Performance analysis
- Network monitoring
- Advanced troubleshooting
- Linux administration
- SQL
- Excel
- Problem solving
- Effective communication
- English communication
- Russian communication
Timeline
VAS Engineer/Application Management Engineer
Orange Systems
06.2022 - Current
Service Desk Engineer
Orange System
12.2018 - 06.2022
MS Engineer
Ericsson Telecommunications SRL
08.2016 - 12.2018
Assistant Engineer
IM Moldcell SRL
01.2016 - 08.2018
Call Centre Representative
IM Moldcell SRL
07.2014 - 01.2016
Telecommunication Operator
Autoalternativa SRL
08.2013 - 06.2014
Sales Operations
Sisteme IT Solutii
05.2012 - 08.2013
Bachelor - Inginerie si Management in Electronica si Telecomunicatii
Universitatea Tehinica a Moldovei
Technician - Telecommunications
Colegiul Politehnic Chisinau