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Ciprian VargaCV

Ciprian Varga

Support Desk Analyst

On-demand
Bucharest, RO
8-15 years
Data analysis
Training
Quality Control
IT support
administrative support

Average response time: 1 hour

About Ciprian

Experienced IT Support Specialist with over 10 years of expertise in service desk operations, incident management, and user support across international environments, including the European Commission and Amazon Web Services. Proven track record in L1/L2 support, process improvement, and training delivery, with strong skills in troubleshooting, knowledge management, and service quality optimization. ITIL and CompTIA A+ certified, with a solid background in IT systems, customer support, and business informatics.

  • Romanian

    Native or bilingual

  • English

    Fluent

  • Italian

    Fluent

Can work on-site
Bucharest (up to 50km)

Experience

  • European Commission
    Support Desk Agent
    PUBLIC SECTOR
    June 2023 - Today (3 years)
    Brussels, Belgium
    • • Recording, tracking and monitoring of business workflow application incidents, problems and impediments up to their resolution
    • • 1 line support analysis of application incidents
    st
    • • User guidance and support regarding the use of information systems / ICT tools, by phone and e-mail
    • • Mastering of information sites and maintenance of the unit's knowledge base
    • • Follow-up of service quality in the context of incidents
    • • Management and follow-up of user requests
    • • Guidance regarding the use of information systems
    • • Management of incidents related to information systems; organisation of the reporting
    • • Conception and organisation of user documentation for information systems
    • • Participation in user, service and project meetings
    • • Depending on the circumstances, the expert may be requested to provide assistance or support in the resolution of production issues
    Incident Tracking, Monitoring & Resolution First-Line Application Support (L1 Analysis) User Guidance & IT Systems Support Knowledge Base & Documentation Management Service Quality Monitoring & Reporting
  • Amazon Web Services
    L2 IT Support Analyst (VOTS)
    E-COMMERCE
    February 2020 - June 2023 (3 years and 4 months)
    Bucharest, Romania
    • • Provide support for the Amazon employees that are working from home
    • • Help with consultancy for the resolution of complex issues addressed by L1&L2 agents for Global Applications
    • • Provide IT support for Amazon employees via chat and phone for specific Amazon tools and assets
    • • Provide telephony back-up in order to ensure that SLA targets are met based on business requirements & workload (peaks)
    • • Provide trainings for the new employees
    • • Provide support for specific Amazon technologies
    • • Monitor communication tools
    • • Improve and develop new SOP
    • • Maintain a clear overview of the task handled and document clearly and efficiently the resolution provided
    Remote IT Support & End-User Assistance Advanced Troubleshooting & Technical Consultancy SLA Management & Telephony Support Training Delivery & Onboarding Support Process Improvement & SOP Development
  • ADP Romania
    Payroll Implementation Set-up Consultant ADP
    September 2018 - July 2019 (10 months)
    Bucharest, Romania
    • • Sets up the software system by configuring parameters, pay codes,calculation formulas
    • • Configures payslips and statutory forms/reports
    • • Loads sample client data in the system
    • • Runs scripts and data base interrogations
    • • Compares data base interrogations with client data, providing reports on differences and mismatches
    • • XML file manipulation
    • • Ensures functional system parameterization for custom requirements
    • • Develops custom software specifications for developer
    • • Send analysis of software bugs and/or desired software enhancements to R&D departments for system upgrades
    • • Performs testing to check system compliance to legislation and client requirements before UAT (User acceptance testing)
    • • Keep the project team informed regarding key deliverable, milestones, status and risks of each implementation
    • • Constantly and actively contribute to the process standardization and improvement
    • • Designs and delivers accurate solution configuration document (that may take different names, depending on respective work stream) that follows standard procedures and allows for interactive modelling and testing, building client confidence.
Check out Ciprian's experience

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Education

  • Foundation Certificate in IT Service Management AXELOS
    ITIL
    2018
    Foundation Certificate in IT Service Management AXELOS
  • CompTIA A+ Computer Arhitecture and Operating System Windows, Android, iOS
    2024
    CompTIA A+ Computer Arhitecture and Operating System Windows, Android, iOS
Check out Ciprian's education

Skill set

Service Desk Operations & SLA Management
Incident & Problem Management

Categories