Paula Alexandra Banciu

• Configured and managed label and printer setups, ensuring seamless operations across Roche’s environments.
• Conducted deployments for the P360 platform delivered by Loftware, ensuring smooth integrations.
• Worked with HpALM to create and manage requirements for changes related to group users, printer layouts, and templates.
• Provided support for PTDS and clinical trials, contributing to best practices and efficient user operations.
• Collaborated with cross-functional teams to troubleshoot issues and implement innovative solutions.
• Streamlined configuration processes to improve system efficiency and minimize downtime.

• Experienced and detail-oriented System Engineer with a strong background in DevOps methodologies, Azure DevOps tools, and AEM deployment. Skilled in utilizing Jenkins and Azure DevOps for seamless deployment processes. Proficient in managing Akamai and Azure Portal configurations. Demonstrated ability in bug identification, cache management, and scripting with Groovy. Seeking opportunities to leverage expertise in enhancing system reliability, efficiency, and performance.
  
  Spearhead DevOps initiatives, leveraging Azure DevOps tools to streamline development, deployment, and operations processes.
  
  Design and implement automated deployment pipelines using Jenkins and Azure DevOps for AEM applications, ensuring rapid and reliable releases.
  
  Manage Akamai configurations for content delivery and optimization, enhancing web performance and user experience.
  
  Utilize Azure Portal for infrastructure provisioning, monitoring, and scaling, ensuring high availability and scalability of applications.
  
  Identify and troubleshoot bugs in production environments, collaborating with cross-functional teams to implement effective solutions.
  
  Perform cache clearing and optimization to improve application performance and reduce latency.
  Develop Groovy scripts for automation of routine tasks, enhancing operational efficiency and reducing manual effort.

Deploying, maintaining, and managing AEM cloud-based (AWS and Azure) production and

non-production systems, to ensure the availability, performance, scalability, and security of enterprise customer environments

Build, release, and configuration management of production systems to customer environments

System troubleshooting and problem-solving across platform and application domains

Suggesting architecture improvements, recommending process improvements

Ensuring the security of critical customer systems through the adoption of best-in-class cloud security

solutions/technologies

Creating documented records of all key aspects of the cloud deployments.

Focused on the success of the partnership between enterprise customers and Adobe

Customer relationship management for all assigned AEM clients

Assisting clients to expand their usage and adoption of Adobe digital marketing products

Trusted advisor to enable customers to apply our tools to achieve their business objective

Working closely with Sales Executives and consulting with other team members (consulting/project

management/engineering .services/customer support) to ensure mutual objectives are met in support

and encourage a positive customer experience

Communicating with clients throughout the contract lifecycle, escalating important issues where

needed

Maintaining customer contact and providing status updates for all outstanding issues

Managing customer expectations, maintaining a positive professional customer relationship and

expectations realistic

Coordinating with customer support to ensure timely closure of quality issues

Addressing customer requests, documenting, and engaging appropriate resources.

Coordinating with potential volunteers for 24/7 amongst qualified 24*7 On Call

Encouraging 24*7 On Call members to report their availability in the documentation system

Maintaining the on-call schedule in alerting tool and informing the 24*7 On Call about their

assignment

Choosing a designated person from candidate's list for each on-call period, reflecting this choice in

shared list in the documentation tool and set up rotation Schedule in the alerting tool

Monitoring the successful delivery of operation engagements in line with the assigned budget and

within the agreed SLAsAssisting on escalation meetings when requested by Service Management

Understand customer needs, put myself in the customer's shoes, and guide the customer's expectation

Basic Linux skills, familiarity with running simple scripts, check system status and execute detailed

runbook

Perform standard maintenance tasks, performance test and log analysis on business-critical customersystems

Teaching/ training skills: ability to teach in an interesting and meaningful manner the clients and

colleagues

Knowledge of basic web architecture and infrastructure, have knowledge of HTTP protocol

(understand concepts like request and response, headers, cookies, etc.).

Supervising the remote monitoring and management system alerts and notifications, and respond

according to the event management strategy.

Troubleshooting, problem resolution, and RCA investigation.

Long-term issues tracking (specially involving project team, customer stakeholders and software

providers).

Administrator level: Adobe Marketing Cloud suite (with focus on Experience Manager and

Campaign), JIRA, AppDynamics, OpsGenie, NewRelic, MMonit, Google Chrome, Mozilla Firefox.

User level: putty, Shuttle, StarLeaf, Slack, VirtualBox, 1Password, Amazon Web Services (AWS),

Onexma, TravelPerk, OpsGenie

Handling incidents and service requests.

Resolve customer issues in a clear, courteous and straightforward manner.

Manage call flow and responded to technical support needs of customers.

Provide effective communication services and advice by maintaining knowledge of

telecommunications, network equipment, and related technologies.

Coordinate and provide technical expertise to resolve assigned Data, Transmission, VoIP, and Voice

Technology service incidents.

Provide effective communication services and advice by maintaining knowledge of

telecommunications, network equipment, and related technologies.

Troubleshooting and configuration of IP.

Troubleshooting issues in the Colt high-speed fiber transmission network (EoSDH, MSP, WDM) and

DSL network.

Proactively monitor, troubleshoot, diagnose and resolve faults across a pan European MPLS

Infrastructure and a range of IP services according to product SLAs.

Technical report generation for customer RFO requests.

Resolve or escalate faults as appropriate, according to product SLAs.

Maintain a clear and accurate record of events throughout a fault duration utilizing Colt's Remedy

based Fault Management System and provide regular updates as and when required.

Provide a professional interface to customers, acting as a Single Point of Contact for all their issues

London Provide L1, L2 IT Support for all Creata Europe offices.

Primary contact for all EU issues.

Based in London with frequent travel to Munich, Frankfurt and Russia as required, with the tools to

fix issues remotely or if needed will hot desk in house to resolve.

Single-handedly organised, opened and maintained all IT operational setup for all European office

moves.

Meet with department heads, managers, supervisors, vendors and others to solicit cooperation and

resolve problems efficiently.

Consult with users and management.

Negotiate with vendors and technicians to access computing needs and system requirements

Constant evaluation on the organization technology use and needs to recommend

Improvements, such as hardware and software upgrades.

Troubleshoot problems reported by users.

Maintain network facilities in individual machines, such as drivers and settings of personal computers.

as well as printers.

Administer servers, desktop computers, printers, routers, switches, firewalls, phones, smartphones,

software deployment, security updates and patches •Offer support on a Global level when

required.

Often spearheading system efficiencies for Europe whilst maintaining Global Core System Initiatives.

Main point of contact for dealing with complaints and escalations for Europe offices as Central IT

Support is based in the U.S.

Provided with the ability to independently sign off and purchase any IT equipment to improve

infrastructure without the need of management consultation.