Veronica Anghelescu

ELENA-VERONICA ANGHELESCU E-mail:-* Tel.: - * Bucharest, Romania LinkedIn: www.linkedin.com/in/elena-veronica-anghelescu-1628a8156 TECHNICAL SUPPORT REPRESENTATIVE French, English, German SUMMARY Technical Support Representative adept at resolving complex hardware issues on phone, via remote software support or by dispatching field engineers with the appropriate action-plan. Exceptional telephone etiquette, impeccable diction and professional voice-tone. Level-headed, calm and meticulous. Critical thinker, highly-organized and proactive. HIGHLIGHTS Vast hardware technical knowledge Proficient troubleshooter Dedicated and committed to problem-resolution Remote Software Ability Focused on quality and customer satisfaction Exceeding customer’s expectations Able to effectively prioritize tasks Quick learner of new technical skills PROFESSIONAL EXPERIENCE CGS – COMPUTER GENERATED SOLUTIONS, BUCHAREST, ROMANIA: 2012 – present CGS’s IT Services Outsourcing group powers clients' fundamental infrastructure needs with IT Project Support, Managed IT Services, Cloud Services, Application Development & Maintenance, and Email Archiving Solutions. Technical Support Representative / IBM-Lenovo project Answering phone-calls from customers residing in France, Switzerland, Belgium and South Africa; dialogue in French, English; Performing a diagnosis and solving the customer’s problem during the call or delegating the task to a field engineer, with appropriate instructions; Providing the customer with all the information required and making sure all his expectations are met; Maintaining composure and patience when faced with difficult customer situations; Achieving consistent #1 or #2 in weekly and monthly metrics, including call duration, number of calls per shift, customer survey ratings. No14 PLUS MINUS – CONTEMPORARY MUSIC JOURNAL, BUCHAREST, ROMANIA:- No14 Plus Minus (www.no14plusminus.ro) is the leading musical journal of the new generation of composers and interpreters in the field of classical-contemporary music: an online platform aiming at connecting musicians, editors, cultural institutions and art managers. Project Manager Programming and maintaining the necessary web structure for the journal issues to be published; Managing the team (the editorial board members) in a virtual environment; Prioritizing and accomplishing tasks in necessary order for each journal issue; Problem solving (both at a technical and at a managerial level); Ensuring good communication within the team members; Achieving the publication of 100 outstanding issues with no interruptions. SIEBEN PUBLISHING HOUSE, BUCHAREST, ROMANIA:- Sieben Publishing is a company aiming at publishing and promoting authors which are at the beginning of their career, especially those who manifest a tendency towards innovation and experimentalism. CUSTOMER SUPPORT REPRESENTATIVE / OPERATIONS MANAGER Negotiating the publishing contracts with the authors; Supervising of the publishing protocol; Managing all marketing activities; Supporting customers throughout the publishing process; Drafting and implementing of editorial plan for each year; Achieving the publication of over 50 book titles. EDUCATION Doctor of Philosophy (Ph.D) (cum laude) NATIONAL UNIVERSITY OF THEATER AND FILM “I.L. CARAGIALE”,- Bachelor of Arts (B.A.) NATIONAL UNIVERSITY OF BUCHAREST - FOREIGN LANGUAGES French: full professional proficiency English: full professional proficiency German: limited professional proficiency (A2) TECHNICAL SKILLS Microsoft Windows (10, 8.1, 8, 7 and XP). Ubuntu Linux Operating Systems, Microsoft Office, detailed hardware knowledge (computer building, replacing of parts, hardware error troubleshooting and problem-solving, software troubleshooting – licence activation issues, BSOD, Bios issues, devices compatibility)