Andrei Mihalache

At Banach I was responsible for the creation and implementation of a customer service team and framwework from ground up, and more recently after the Pointsbet acquisition, managing the Site Reliability Engineer team across different regions and time zones(Ireland, United States, Canada, Australia and India)

Duties

• Coordinated the technology transition from on premise and email flow support process towards a support structure that is done through multilayers and channels including: Jira, Slack, Emails and Customer portal

• Created and formed an Agile customer service team

• Prepared and tested the customer access rules and deployed IP whitelisting using Cloudfare for the newly implemented zones

• Created and configured jira workflows with automations and multiple synchronized viewing boards

• Created software implementation specifications

• Created implementation flow charts

• Translated the implementation to both business and technical parties

• Coordinated the implementation of manual, automation and UAT test flows to maximize the delivery quality

• Validated and was accountable for the delivery accuracy and quality

• Defined the roadmap considering both Project and Product deliveries

• Gathered feedback from key stakeholders both internal and external

• Collaborating with multiple departments to achieve our goals through Azure devops: Development, User Experience, Support, Sales, Marketing, etc;

• Refined and prioritized backlog items based on strategic business needs, technical insight and customer requests

• Coordinated project based implementations on live solutions

• Piloted and rolled out the both products and projects from a single Europe region all the away across the globe in a 24x7 format

• Offered maintenance and support while further improving the product capabilities

• Advocated for constant code refactorization with a clear aim to improve product stability, performance and code readability

As a Technical Project Manager, I was responsible for coordinating the successful implementation of various QSR-Kiosk development & integration projects throughout the world.

Duties

• Gather information about the needs of current clients

• Create and communicate specifications based on the gathered information

• Create project documents (purchase orders, change requests, acceptance reports etc)

• Create technical implementation specs and flow charts

• Create tasks for implementation

• Coordinate development between multiple development teams of multiple departments

• Monitor and assist with Day-1-Delivery actions

• Perform technical analysis and debug potential issues

• Coordinate management teams around the world

• Perform technical presentations and technical documentation

• Perform technical trainings on site

• Facilitate staff onboarding

• Create and maintain relationships with partners and markets

• Run workshops to agree on the needs or pain-points

Acquired skills and knowledge

Teams and Projects Coordination, On-Site Jira Administration, Training and Documentation, Technical Analysis, Technical Specification Creation and Communication, Business Communication, Cross-Functional Teams Management & Coordination

Responsible for acting as main point of contact between our Marketing Platform and customers on helping them building and improving their marketing strategies through campaigns

Duties

• Develop marketing campaigns using the Oracle Eloqua platform using deliverables and specifications gathered from customers

• Troubleshoot and root cause analysis for any issue appearing at any stage of the campaign.

• Identifying and reporting bugs to the development department either from actively monitoring or testing, or from customer reporting as well as keeping track of any updates and providing the status to the customers.

• Gathering enhancement requests from customers and providing them to the Product Managers, working alongside with Developers to achieve the desired solution

Acquired skills

HTML, SQL, SSO, BugDB, Jira, Confluence, MOS( My Oracle support) , Networking tracking