DANIEL PURTUC
Iasi
Summary
Experienced IT professional, currently serving as a Service Delivery Manager. Focused on managing operations, incident management, client relationships, and ensuring adherence to processes. ITIL certified, with expertise in leading major incidents, ensuring SLA and KPI compliance, and delivering high-quality service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
ATOS Romania
01.2024 - Current
- Managed daily service delivery operations for the EMEA region, ensuring timely and effective support for client offices and key stakeholders.
- Led daily service reviews and weekly meetings with clients, ensuring service performance, discussing escalations, and aligning on future objectives.
- Managed On-Site Support (OSS) operations, including resource availability, approving site visits, and ensuring effective support while maintaining high levels of service quality.
- Coordinated client escalations, ensuring efficient issue resolution and maintaining client satisfaction across diverse projects.
- Ensured adherence to KPIs and SLAs, regularly monitoring and reporting performance, and driving improvements in service delivery processes.
- Led and contributed to the ongoing optimization of OSS processes, ensuring continuous improvement and alignment with business needs.
Process Manager
ATOS Romania
11.2021 - 01.2024
- Managed the incident management process, ensuring alignment with established workflows to deliver timely incident resolution while minimizing service disruptions.
- Led the handling of major incidents, coordinating cross-functional teams to ensure rapid and effective resolution, minimizing operational impact.
- Oversaw the prioritization of incidents according to impact and urgency, ensuring adherence to SLAs and efficient resource allocation.
- Led coordination between technical teams, stakeholders, and clients, streamlining communication to ensure smooth incident escalation and resolution.
- Played a key role in maintaining incident management process consistency, identifying process gaps and driving improvements where necessary.
- Supported the continuous refinement of incident handling procedures, ensuring best practices were followed by the team and that lessons learned were integrated into future workflows.
Senior Technical Support Consultant
Langham Hall
10.2020 - 09.2021
- Provided high-level technical support, resolving complex IT issues for end-users and minimizing business disruption.
- Managed OS, network issues, and security services, ensuring systems' smooth operation.
- Authored and updated IT policies and technical documentation, enhancing clarity for IT staff and end-users.
- Led IT project implementations, ensuring technical requirements were met and projects delivered on time.
Technical Support Consultant
Basware Romania
11.2018 - 09.2020
- Delivered expert technical support for Basware’s e-invoicing applications
- Utilized XML and Java Regular Expressions and analytics for problem detection and resolution
- Managed incoming requests and ensured timely resolution
- Collaborated with cross-functional teams to enhance support processes
- Developed and maintained support documentation and user guides
Technical Support Engineer
Comodo Romania
07.2018 - 11.2018
- Managed escalated calls and provided advanced troubleshooting
- Analyzed OS and Comodo cybersecurity products logs for issue resolution
- Coordinated with development teams for bug fixes and feature enhancements
- Created technical documentation and support guides for internal use
- Conducted training sessions for new support staff
Knowledge Manager
SCC Romania
09.2017 - 07.2018
- Developed and maintained a comprehensive ITSM knowledge base, ensuring accuracy and relevance of articles
- Led the creation and approval of knowledge articles, enhancing ITSM support efficiency
- Conducted regular audits of knowledge articles, ensuring they met ITSM standards and practices
- Collaborated with IT teams to identify gaps in the knowledge base and implemented improvements
- Organized training sessions to educate staff on effective use of the ITSM knowledge base and tools
Service Desk Analyst
SCC Romania
05.2014 - 09.2017
- Progressed from Level0+ to L1 and L2 support roles, demonstrating technical proficiency and adaptability
- Served as backup Team Leader, supervising the team and creating reports in the absence of the Team Leader
- Acted as primary contact for IT issues and managed support requests
- Provided support for over4000 internal employees, ensuring timely resolution of technical issues
- Developed and maintained service desk documentation
- Assisted in the development and implementation of ITSM best practices
Education
Bachelor - International Relations
Stefan Cel Mare University of Suceava
01.2013
Skills
- IT Service Management
- Technical Support and Troubleshooting
- Operations and KPI Delivery
- Client Support and Relationship Management
- ITIL Certified
- Process Management and Optimization
- Customer satisfaction
Language
Romanian - Native
English - C1
French - A2
Spanish - A2
Certification
ITIL Foundation V3
ITIL Foundation V4
Timeline
Service Delivery Manager
ATOS Romania
01.2024 - Current
Process Manager
ATOS Romania
11.2021 - 01.2024
Senior Technical Support Consultant
Langham Hall
10.2020 - 09.2021
Technical Support Consultant
Basware Romania
11.2018 - 09.2020
Technical Support Engineer
Comodo Romania
07.2018 - 11.2018
Knowledge Manager
SCC Romania
09.2017 - 07.2018
Service Desk Analyst
SCC Romania
05.2014 - 09.2017
Bachelor - International Relations
Stefan Cel Mare University of Suceava
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