Sorin Cruceru

CRUCERU ION - SORIN Business Analyst - Technical Engineer |PowerBI|PowerApps |Flow - Microsoft Romania Age 28 from Bucuresti, Contact details Email:- - Address: Calea Dorobantilor 134-135 About me Results and process implementation oriented Keen in adding the plus value to projects involved Professional experience Providing Power BI, PowerApps, and Microsoft Flow technical support Utilizing a broad range of technologies such as: On premises data gateway, SSDE, SSAS, Power BI Service, Power BI Desktop, Power BI Embedded, Power BI, Publisher, Azure SQL, Azure AD, SharePoint, Flow, PowerApps, various REST APIs such as those available for Yammer or Outlook; Collaborating with team members, Technical Advisers, and Escalation Engineers; Positively represent Microsoft and communicate with corporate customers via telephone, email, Skype finding solutions for technical problem identified in Microsoft products. As a member of a team, pursue technical problems, involving broad and in-depth product knowledge by using a variety of tools, collaboration and receiving mentoring assistance as needed. Frequently, these problems are politically charged situations as well, requiring the highest level of customer service. Responsible for managing the relationship with these customers and thoroughly documenting their cases. Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions. Consistently share best practices. Write technical articles and blogs for guiding other team members and customers. Qualifications Knowledge in Dynamics 365 Power Platform Support Team, supporting Power Apps and MS Flow. Power Apps and/or MS Flow Good understanding of Office 365 Administration Experience with Microsoft Azure Understanding of the .NET Framework. Understanding of SharePoint or Dynamics 365 Underlying SQL Server awareness Understanding of Windows Administration (i.e. installations, services, permissions) Acquired skills and knowledge: Business Intelligence, PowerBI, Microsoft Flow, Microsoft PowerApps, Microsoft Engineer Feb 2018 - Apr 2018 Workforce Implementation Lead – WPG (Consultant Contract) 3 monthsBucharest | Administrative / Logistics | Call-Center / BPO Workforce Implementation for newly added client Review and analyzes information, create new forecasts, methods, processes and procedures to start the new project Create new workforce templates, procedures and process flows Create yearly capacity plan, and schedule based on requirements- Managing the newly added client from the workforce perspective. Acquired skills and knowledge: Charisma, Charisma ERP, QlickView, charisma hcm, invoicing, forecasting, scheduling, workforce management, workday, sap financial, project implementation, payroll administration Dec 2016 - Apr 2018 Workforce Lead – Business Intelligence - Telus International Europe 1 year and 5 monthsBucharest | Management | Call-Center / BPO Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats Support business and financial reviews to ensure key metrics are met; implement action plans to correct potential deviations Identify process problems and implement new and improved processes Examine information from stakeholders (clients requests/internal requests) to assess the risk of their implementation or benefits, proposing specific investment methods Documentation of process and work flows: development of clear and detailed process maps and business requirements Collaborate with the project managers to meet company objectives, business controls, and compliance requirements; Collect and analyze process data to initiate, develop and recommend business practices and procedures that focus on enhanced client experience, increased productivity and reduced cost Review and analyzes information, forecasts, methods, processes and procedures to improve existing or absent workflows Interpret historical, current, and projected data to identify problems, causes Bimonthly analyze of the variance, impact and evolution of the estimated vs. achieved company KPIs Managing the payroll and analyzing the monthly bonuses Responsible of the invoicing process (using SAP) Workforce dept support and new process and procedure implementation. Manage the Workforce Department and the Business Intelligence Department Coordinate the Workforce Management Team build the Forecasting the Scheduling Modules Acquired skills and knowledge: sap fi, Business analysis, Payroll, Salesforce, QlickView, vba programming, forecasting, workforce management, Business development, workday, budgeting and forecasting, business strategy, Teleopti, SAP ERP, PowerBI Jun 2015 - Dec 2016Workforce Real Time Reporting Specialist - Telus International 1 year and 7 monthsBucharest | Specialists / Technicians | IT / Telecom Prepare and manage day-to-day staffing schedules to ensure optimal coverage and queue efficiency Analyze call center volume, productivity, and patterns to optimize staffing levels. Make schedule adjustments if needed Model current and future staffing levels Advise management on long-term coverage trends to help ensure that Service Levels are met. Work with the leadership team to continually analyze day to day operations related to contact center allocation, utilization, and applied time of resources Administration of Workforce Management tools Track, analyze and report on project and agent performance Analyze and report historical data and trends and develop forecast models Complete accurate and timely scheduling reports highlighting staffing concerns that would impact key metrics Responsible for managing intraday activity Responsible for managing the Payroll working hours reports Responsible for various daily, weekly, monthly, trimestral Reports (Roster Report, Attrition, Attendance, Scorecards, Staffing Reports, Adherence Report, Shrinkage Report. Acquired skills and knowledge: CMS, vba programming, sql databases – beginner , forecasting, microsoft excel vba, excel vba, workforce management, IEX Workforce Mar 2015 - Jun 2015Reporting Specialist - Stefanini 4 monthsBucharest | Audit / Consulting | IT / Telecom Prepare & Deliver metrics reports for internal and external customer use. Pull data from multiple sources, including ITSM tools, Business Objects, SharePoint Validate accuracy of all reports prior to delivery Respond to & Process ad hoc user reporting requests. Make minor adjustments to content and format of existing reports under the supervision and with the approval of the Reporting Lead. Acquired skills and knowledge: VBA, Microsoft Office, Service Now Management, InContact Managemet, Reporting Implementation, LotusNotes Databases Dec 2014 - Mar 2015Resource Specialist - Stefanini 4 monthsBucharest | IT Software | IT / Telecom Creating outage tickets; Daily reports for the management team; Assigning tickets to the agents and correct escalation groups; Close collaboration with the management and the Infrastructure Level 2 Team; Daily notifications via email and IVR; Offering coaching for agents that receive Quality Concerns from the QA team; Daily transportation vouchers assignment; Ensures the appropriate level of support through ticket assignment/reassignment, flagging aged tickets to agents and their manager; - Performs spike analysis to identify ticket/call trends, potential outages. Dec 2013 - Dec 2014IT Service Desk - IT Technician Level 1 Chat & Email Support - Stefanini - TechTeam 1 year and 1 monthBucharest | IT Software | IT / Telecom To provide customer support to services level / software / network / hardware in English language. To receive requests, to analyze them and solve the requests according to priority and in optimal time, according to standard procedures established (SLA - Service Level Agreement) Providing installation and upgrading services of hardware and software implementation of virus detection and eradication procedures Diagnosing end user system failures and implementing repair solutions Diagnosing printer and other peripheral device failures and implementing repair solutions Troubleshooting network devices to ensure connectivity Configuration and troubleshooting of mobile devices, PDA’s and Tablets Ability to troubleshoot/repair printers, desktops and laptops Use Active Directory Users and Computers for any processes on client account Monitor and maintain technology to ensure maximum access Advise users of security breach and/or change in password or security status Provide network accounts and passwords as required Acquired skills and knowledge: SAP Supply Chain Management knowledge - Upper Intermediate level, Operating system Windows 8, Remote connection - advanced user, Lotus Notes Database May 2013 - Oct 2013Supply Chain - Administrative - Pepsico 6 monthsBucharest | Administrative / Logistics | Commerce / Retail Planning of deliveries from central warehouse located in Popesti Leordeni to the warehouses around the country. Preparing daily product demand based on the forecast and the existing stock in the central store and warehouses in the country. Communicating the product requirements to external suppliers (Chipita). Communicating to the Department of Transportation the daily demand of the loading trucks.Daily interaction with external suppliers and internal departments. Maintaining a close relationship with Transportation Department in transport efficiency and minimize transport costs. Maintaining contact with external suppliers regarding orders, deliveries and problems arising in the logistic processes. Daily use of Planning and SAP Purchasing Modules Acquired skills and knowledge: microsoft office - advanced user, SAP Supply Chain Management knowledge - Upper Intermediate level Education 2017 - 2020- University Spiru Haret Bucharest – Faculty of Economical Science 2010 - present - University "Politehnica" of Bucharest - Faculty of Engineering in Foreign Languages (FILS) Chemical engineering - Organic Chemistry | Bucuresti 2006 - 2010High School / Vocational school - National College " Gib Mihaescu" Dragsani Bio - Chemistry - Intensive English | Dragasani Skills General skills SQL Skills from work experience SAP Supply Chain Management knowledge - Upper Intermediate level, Operating system Windows 8, Remote connection advanced user, Lotus Notes Database, microsoft office - advanced user, VBA, Microsoft Office, Service Now Management, InContact Managemet, Reporting Implementation, LotusNotes Databases, CMS, vba programming, sql databases, forecasting, microsoft excel vba, excel vba, workforce management, IEX Workforce, sap fi, Business analysis, Payroll, Salesforce, QlickView, Business development, workday, budgeting and forecasting, business strategy, teleopti, SAP ERP, PowerBI, Charisma, Charisma ERP, charisma hcm, invoicing, scheduling, sap financial, project implementation, payroll administration, Business Intelligence, Microsoft Flow, Microsoft PowerApps, Microsoft Engineer Foreign languages English - Advanced, French - Beginner Other info Certifications Six Sigma Certification period Jun 2017 - Aug 2017 Qualifications Cambridge certificate English: Advanced (CAE) acquired on May 2010 Driving license Category B acquired on 27 Sep 2010