C RISTINA -E LENA B ULEU

IASI, ROMANIA
Email: Cristina.buleu@gmail.com

WORK EXPERIENCE

Signant Health (Iasi), August 2017 – present

Knowledge Manager (September 2021 – Present)

 Maintain up-to-date Knowledge and Configuration item information from Study Launch to Study Closure.
 Review Knowledge gaps. Assess process efficiency from tickets, escalations, feedback and calls longer than
the normal time of execution.
 Analyze requests for information, assess the process framework and execution.
 Facilitate communication between Tier 2 and other Signant Health Departments by creating workshops,
meetings discussing reoccurring issues or possible improvement areas – with the objective to strengthen connection and
aid information exchange.
 Assist Project team in transferring knowledge to helpdesk – ensuring standards are maintained.
 Conducts training to Tier 2 agents on new technologies, best practices for supporting a site or patient call,
protocol specific material, use of electronic resources and software, among other topics.
 Supports new product & service releases from a Helpdesk process perspective when required to facilitate
operational readiness.

Technical Support Specialist (August 2019 – September 2021)

 Provide second level of support for CRF and Bracket.
 Provide technical assistance with computer hardware and software
 Field incoming requests from end users via telephone or email
 Perform other duties as assigned

User Support Specialist (August 2017 – July 2019)

 Set up, maintain, deactivate and verify Trial Manager User Accounts in accordance with QMS.
 Respond to requests from both internal and external customers quickly, efficiently and accurately.
 Other responsibilities assigned as required.

SCC (Iasi), September 2015 – August 2017

Customer Service Analyst
 Being the first point of contact for client's issues, providing solutions for L1 specific cases
 Actively contributing to the knowledge base
 2nd line shadowing
 Transferring cases that overcome L1 scope to responsible resolving groups and monitoring of the cases
until they are solved
 Identifying high priority cases
 Deciding the issue's impact over the business
 Registering client's incidents and requests in the ticketing system
 Updating cases with every detail of taken action related to the case
 Providing solutions by phone, mail or remote connection in the SLA time frame
 Verifying every received email communication and answering every time it's necessary

Capgemini (Iasi), Nov 2014 – September 2015

Account Administrator
 Creation, termination and modification of user accounts and distribution lists using Active Directory
applications
 Handling incoming requests in a timely manner

Capgemini (Iasi), Nov 2014 – June 2013

Customer Service Advisor
 Undertaking initial diagnostics of the incident, using the tools available and
 resolving as many as possible on initial contact
 Accurately recording and classifying all incoming incidents with the appropriate
  priority, category and incident summary details or error messages
 Proactive flagging incidents where no knowledge solution was found
 Meeting or exceeding the level of Service when responding to all incoming
 incidents
 Accurate and timely hand off to other resolving teams
 Offering first line IT support ( software, hardware, network and telecom related) by resolving as many issues as
possible on initial contact, with a professional telephone manner and increased attention to the customers’ needs and
requirements
 Provide software/hardware fault diagnosis and resolution
 Apply business and technical knowledge to meet resolution targets
 Adhere to escalation/chase procedures
 Active Directory management
 Secure remote desktop control for investigation and troubleshooting purposes
 Mobile/RSA/MS Office/VPN Troubleshooting
 Professional approach and excellent communication skills in day-by-day contact with the clients

EDUCATION

 University of Arts ‘George Enescu’, Iasi, Romania (2009 – 2012)

 College of Arts ‘Victor Brauner’, Piatra Neamt, Romania (2008 – 2009)

TECHNICAL SKILLS

Operating Systems
 Windows, OS X, Android, IOS
Other Skills
 Microsoft Office, Troubleshooting/Customer Service, Teamwork, Windows Server,
Drawing/Painting/Digital drawing.
 General keen sense of quickly understanding and learning new things.

LANGUAGE SKILLS

Romanian: Mother tongue, English: Excellent, Italian, Spanish: Basics