Sergiu Lungu

• Supervise the activities of a CSE team with responsibility for results in terms of customer service satisfaction
• Workload management among team members, including implementation of innovative case management techniques
• Participate in cross-functional projects involving Cisco's product or service offerings
• Identifies and works on issues that that affect worldwide technical teams
• Handle escalations and assume ownership for the end-to-end customer experience
• Serving in a liaison role, create a bridge that connects the technical and business perspectives of customer engagements
• Report to Director and interfaces as required with Managers, Directors, and VPs within the WW TAC, BU's and other CA organizations

SUMMARY
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
PRIMARY RESPONSIBILITIES
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Write training manuals.
Train computer users.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.

SUMMARY.
Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

PRIMARY RESPONSIBILITIES
respond to requests for technical assistance in person, via phone, electronically
diagnose and resolve technical hardware and software issues
research questions using available information resources
advise user on appropriate action
follow standard help desk procedures
log all help desk interactions
administer help desk software
redirect problems to correct resource
identify and escalate situations requiring urgent attention
track and route problems and requests and document resolutions
prepare activity reports
inform management of recurring problems
stay current with system information, changes and updates