Curriculum Vitae

Personal Data

Name: Christine Elisabeta Munteanu

Date of Birth: 19.04.1991

Place of birth: Bucharest, Romania

Address: Splaiul Independentei 290, 060029 Bucharest (Romania)

Phone: 0040 726640490

Mail: christine.munteanu@ymail.com

Education

1997 - 2003 Elementary School (Grundschule am Berg) in Berlin

2004 - 2010 Albert-Einstein-Gymnasium in Berlin-Neukölln / Immatriculation in June 2010

Advanced Courses: Biology, Mathematics

School projects: MSA PIBF in Biology - "Cloning"

High School exam: 5th examination component (Architecture, ecology (ecosystem))

Advanced Studies:

2012 – 2014: Medicine at the University of Medicine and Pharmacology "Carol Davila"
Bucharest, Romania

2014 – (Paused): University of Architecture Ion Mincu Bucharest

Professional Experience

Sept 2018 – May 2019 - Technical Support Engineer Wipro Technologies

Project location: OMV (Petrom) – Petrom City - Bucharest

Project 1st Level Support for OMV Employees (AT/DE)

The function includes the following tasks:

Inbound Calls & Outbound Calls
Remote Desktop Connection (Troubleshooting: Resetting Outlook Profiles, Installing printers, Basic Office
troubleshooting), SAP PW Reset, Ticket creation via Remedy (incidents, work orders)
Ticket Dispatch to the correct group, daily contact with the users, updating the tickets.

Analyzing problems/situations, understanding problem impact on client business;

Responding to client queries, providing timely resolutions to client issues;
Maintaining highest client satisfaction;

Sept 2017 – Sept 2018 - Microsoft - Technical Support- O365 Authentication

Support engineer covering identity issues on Cloud environments, federation services,

Azure Active Directory Synchronization, Multi-Factor authentication and other Office 365
and Azure technologies.

The function includes Office 365 platform and areas for Azure.
- Supporting authentication and authorization flows for different products and
technologies
- Assisting system administrators in setting up and performing maintenance for
infrastructure involving:

- AD Connect Synchronization servers

- Multi Factor Authentication
- Azure and Office 365 administrator portals
- Domain registration and setup

Additional: Queue Manager

Reviewing and assigning incoming tickets within the team or forwarding to the appropriate
support group and documenting additional information if required.

Premier Jan 2015 - Sept 2017 - IBM -Technical Support 1st Level

Technical Support German 1st Level

Providing initial remote technical software & hardware support to clients;
Consistently interacting with customer and supervisors to have the issue solved;
Analyzing problems/situations, understanding problem impact on client business;
Responding to client queries, providing timely resolutions to client issues;
Maintaining highest client satisfaction;
Maintaining positive client relationships even in severe and pressurized situations;
Logging all related activities for each customer query and handling client data securely in
the provided CSR Program;
Employing client‘s standard support delivery methodologies and tools;
Performing in international software support delivery processes and environments;
Respond to requests for technical assistance in person, via phone, electronically;
Following service desk procedures;
Performing problem management and end-to-end problem ownership;
Redirecting problems to appropriate resource;
Identifying and escalating situations requiring urgent attention;
Tracking and routing problems and requests and document resolutions;
Staying current with system information, changes and updates;
Making sure the process conformity and SLAs are accomplished.
Used and supported technologies include, but are not limited to:
OS/Application Virtualization platforms: VMWare, Citrix XenApp, Citrix Receiver, APPV
Supported Standalone OS: Microsoft Server 2008 / Microsoft Windows 7, Various Linux
distros, Mac OS, Android, iOS and Blackberry OS 6.0
Supported Applications include: Lotus Notes 8.5, Microsoft Office, Cisco Jabber, Aspect
Uniphi and Unified Connect, Checkpoint VPN, internet browsers, client internally
developed apps.
User Management Tools: Tivoli Identity Manager, Active Directory, IBM Mainframe
programs, Checkpoint VPN Certificate generation, CISCO VoIP management.
Other supported hardware: Lenovo, HP and Dell laptops, Lexmark Network Printers, Cisco
Routers and Phones, Blackberry Mobile Phones, IPads etc.

Additional:
Evaluation of agent calls from the 1st level engineers.
Evaluation of case handling procedures /troubleshooting and German language skills.
Individual discussions with each engineer monthly. Report creation for a general overview.
Creating a monthly Excel sheet to provide overview for each agent and the monthly
overview.

August 2013 - 2015 –

(Partnermanagment/ CIT- Central Import Agent Team (CIT) at Webhelp Romania)

Partner manager:
-Work daily with DACH management to ensure the cities in your country have partner scheduled and
locked in before deal becomes a live feature
- Lock in partners to the scheduled date, this includes that they are comfortable with the process and
aware of all opportunities to make the most from the Groupon experience.
- Be the Head Office point of contact for all partners in assigned region (DACH)
-Problem solving of all partner issues through collaboration with all internal departments from
editorial to finance
- Pro-activity work to build a relationship with the partner in the period after the feature.

Additional:
Deal-creator (Keep Contact with the Partner and verify their offers) before an offer is published
Verifying the prices for the offer

July / August 2012 - Call center Agent at the firm Voxpark (Berlin)
Additional: German tutoring lessons (freelance)(2011-2017)

German tutoring lessons in a kindergarten

Foreign languages

German (native language)

English (11 years of school + Web help skills programs mailing in English)

Italian (7 years of school)

Romanian fluently spoken and written

Hobbies

Reading, drawing, computer, design (website, logo design etc.), self learning

Character

I enjoy a good challenge, and take most pleasure in finding solutions to problems, I am ambitious and
open to learn new material and advance in the requested project or in the work field.