{
  "$schema": "https://cvjson.com/schema/v1.json",
  "basics": {
    "name": "Petrica Mircea-Andrei",
    "label": "Information Technology Support",
    "summary": "Results-driven IT Support professional with a proactive approach and a strong foundation in leadership, decision-making, and problem-solving within fast-paced call centre environments. Skilled in maintaining team performance, aligning operations with business goals, and proactively identifying and resolving potential risks.\nProven expertise in leading IT system and application rollouts across large, distributed environments, managing the full lifecycle from strategic planning to operational support. Trusted advisor to senior stakeholders, providing insights on technology adoption, product optimisation, and strategic direction.\n\nDemonstrated success in driving implementation initiatives, developing technology roadmaps, and performing risk assessments to ensure seamless delivery. Known for taking ownership of complex challenges and transforming underperforming teams into efficient, results-oriented units.",
    "location": "Bucuresti, Romania"
  },
  "work": [
    {
      "company": "Firstsource Romania",
      "position": "Information Technology Support",
      "location": "Bucharest, Romania",
      "startDate": "2024-10",
      "current": true,
      "highlights": [
        "Supported organizational growth initiatives by participating in planning, design, installation, testing, and deployment phases of new technology projects",
        "Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users",
        "Supported remote workers with seamless technology integration, enabling productivity and effective communication across dispersed teams",
        "Reduced wait times for support by streamlining ticket management processes and prioritizing high-impact issues",
        "Configured hardware, devices, and software to set up work stations for employees",
        "Assisted in development of system security protocols"
      ]
    },
    {
      "company": "Firstsource Romania",
      "position": "Team Manager",
      "location": "Bucuresti",
      "startDate": "2023-09",
      "endDate": "2024-10",
      "highlights": [
        "Improved employee performance, coaching, and inspiring team members to achieve targets",
        "Participated in meetings and brainstorming sessions, engaging with staff members to solve problems",
        "Oversaw employee recruitment, training, and onboarding processes",
        "Monitored employee performance using real-time data and reports",
        "Addressed business risks through assessments and mitigation strategies"
      ]
    },
    {
      "company": "Firstsource Romania",
      "position": "Subject Matter Expert",
      "location": "Bucuresti",
      "startDate": "2023-04",
      "endDate": "2023-09",
      "highlights": [
        "Developed strong connections with internal business partners, cultivating trust in service delivery and a firm understanding of client needs",
        "Defined business requirements and provided analysis to increase operational efficiency",
        "Assisted with the opening of a new site, playing a crucial role in ensuring the successful launch and efficient functioning of a new call center facility",
        "Provided expertise in staffing, training, quality assurance, and operational workflows for agents and new team managers",
        "Improved business direction by implementing changes based on collected feedback"
      ]
    },
    {
      "company": "Firstsource Romania",
      "position": "Customer Service Advisor",
      "location": "Bucuresti",
      "startDate": "2022-11",
      "endDate": "2023-03",
      "highlights": [
        "Solved problems proactively, implementing standard solutions and developing customized approaches",
        "Set up customer accounts, obtaining and documenting personal, payment, and order information",
        "Maintained a positive, professional attitude in all correspondence",
        "Collaborated with cross-functional departments to maximize productivity and performance"
      ]
    },
    {
      "company": "CGS Romania",
      "position": "Customer Service Representative",
      "location": "Arges",
      "startDate": "2022-08",
      "endDate": "2022-10",
      "highlights": [
        "Delivered fast and friendly service to handle questions and service complaints",
        "Anticipated needs and resolved problems to keep customers happy",
        "Collaborated across departments to resolve customer-related issues"
      ]
    }
  ],
  "education": [
    {
      "institution": "Liceul Tehnologic Auto - Curtea De Arges, Romania",
      "degree": "High School Diploma",
      "endDate": "2020-07"
    },
    {
      "institution": "Liceul Tehnologic Petre Ionescu Muscel - Curtea De Argeş, Romania",
      "degree": "High School Diploma",
      "endDate": "2023-07"
    }
  ],
  "skills": [
    "IT Service Delivery, Compliance and Security Management",
    "Security Incident Identification & Reporting",
    "Security Risk Assessment",
    "Team Collaboration",
    "Resource Management",
    "Effective Communication",
    "Decision-Making",
    "Customer Support & User Experience"
  ],
  "languages": [
    {
      "language": "Romanian",
      "fluency": "Native"
    },
    {
      "language": "English",
      "fluency": "Advanced"
    }
  ],
  "referencesMode": "on-request",
  "availability": {
    "status": "open",
    "sponsorship": false
  },
  "ats": {
    "keywords": [
      "Information Technology Support",
      "Firstsource Romania",
      "Team Manager",
      "Subject Matter Expert",
      "Customer Service Advisor",
      "Customer Service Representative",
      "CGS Romania",
      "IT Service Delivery, Compliance and Security Management",
      "Security Incident Identification & Reporting",
      "Security Risk Assessment",
      "Team Collaboration",
      "Resource Management",
      "Effective Communication",
      "Decision-Making",
      "Customer Support & User Experience",
      "Romanian",
      "English"
    ],
    "yearsOfExperience": 0,
    "seniority": "lead",
    "highestEducation": "Diploma"
  },
  "verification": {
    "email": true,
    "platform": "freecv.org"
  },
  "i18n": {
    "primary": "en"
  },
  "meta": {
    "version": "1.2.2",
    "canonical": "https://livelink.cv/petrica-mirceaandrei/cv.json",
    "lastModified": "2026-07-29T11:53:36.466Z",
    "generator": "FreeCV.org"
  }
}