Horia Micu's Email

Support Engineer providing best technical and functional Support to partners & customers globally.

Support Engineer Dynamics NAV Team @ As Support engineer provides the highest Service Levels and collaborates closely with all other teams at Microsoft. Responsibilities: • Communicate with customers, Customer Services & Support (CSS) engineers and appropriate subsidiary staff via electronic correspondence or telephone. Assist with on-site support regarding mission critical problems experienced with the supported technology & product within our team. • Solve complex level of problems, involving broad product knowledge or functionality specialty redirected by CSS or escalated by EMEA subsidiary sites. Provide solutions that satisfy customers which will involve handling difficult situations (complaint handling, sensitive customer, mission critical) • Develop own technical & functional knowledge on products/technologies related to the team scope. • Write technical articles in order to distribute technical information to all Customers, CSS engineering and subsidiary staff. • Attend triage meetings with local CSS engineers to share knowledge and efficiently develop customer solutions. • Develop and deliver internal CSS and customer technical training's/workshops in specialty areas. • Assist with special projects as assigned (international Bus & Process Improvement). Assist in special projects in conjunction with other MS departments. • Assist in hot-site issues by setting customer expectations, devising action plans and communicating to partners and customers. • Use sophisticated tools to analyse complex problems and develop solutions to meet customer needs. • Assist in representing Microsoft in any forum (i.e. seminars, technical or marketing, conferences event). From February 2014 to Present (1 year 9 months) Bucharest, RomaniaPrincipal Technical Support Engineer and Cluster Technical Coordinator @ RESPONSIBILITIES as Principal Technical Support Engineer - Activities centered on improving the services we deliver to our customers; - I have been involved in testing phase for 11i & R12 Oracle E-Business Suite Planning module. - Working towards, adopting and contributing to new processes and tools (ODM, Oracle Web Conferencing, diagnostic methodology, health checks, scripting tools, etc) - Contributing to Knowledge Management content creation and maintenance; - Working with development on product improvement programs - Operating within Oracle business processes and procedures - Managing and resolving Service Requests logged by customers (internal and external) on Oracle products and contribute to proactive support activities according to product support strategy and model - Reducing escalations respond and resolve customer issues within Key Performance Indicator targets - Operate in line with Bug Diagnosis Working as Cluster Technical Coordinator (CTC): ------------------------------------------------------------------- - Monitors the workload balancing in the cluster and takes appropriate actions when needed - Cooperate actively with CTC counterparts in other time zones, clusters to resolve transfers between teams - First point of contact for engineers in case of technical related issues (re-assign, invalid transfers, repatriations etc) - Ensuring critical service requests (SRs) and work failures are assigned and processed during the active shift; - Monitoring for unassigned SRs and for SRs owned by unavailable engineers and taking appropriate action as required - Working with the cluster manager and advanced resolution engineers to ensure unresolved, escalated, or aged SR’s are resolved - Managing SRs to reduce the number of escalations, monitoring bug-related SRs to ensure that requests from development are responded to in a timely manner - Ensuring consistency and continuity of technical and customer handling. From July 2004 to February 2014 (9 years 8 months) Bucharest Area, RomaniaLogistic & Custom Operations Manager @ Logistic & Custom Operations, Warehouse Manager, Commercial & Procurement assistant, Duties including Cost Control and reporting. From November 2001 to July 2004 (2 years 9 months) Regional Fleet Supervisor @ Regional Fleet Supervisor From March 2001 to November 2001 (9 months) Logistic Coordinator @ - Logistic Coordinator - Network Administrator - Branch Fleet Supervisor - Area sales representative for Prahova county (Henkel products) . From September 1998 to February 2001 (2 years 6 months)

Bachelor of science in engineering mechanics, Equipments for oil and gas products, 9.40 @ University of Gas & Oil Ploiesti From 1993 to 1998 Horia Micu is skilled in: Technical Support, Microsoft Dynamics NAV, Oracle, Oracle E-Business Suite, CTC, Business Process, ERP, IT Service Management, Oracle Applications, PL/SQL, Testing, Integration, Databases, Solution Architecture, Management, Project Planning, WIP, Business Intelligence, Supply Chain, Software Project..., Cluster Technical..., Oracle Manufacturing, SQL, Business Analysis, Requirements Analysis, Enterprise Software, ITIL, Unix, Process Improvement, Business Process..., Microsoft SQL Server, Networking, Team Management