Dan Ardeleanu

Managed users and resources accounts in Active Directory and Microsoft Entra iD, InTune - Microsoft Device Management (MDM), Microsoft AX Dynamics (AX-POS and CORE AX),

• Experienced in managing and diagnosing software issues and applying troubleshooting techniques to resolve problems in MS Office applications and O365, as well as Windows 7 Pro, Windows 10 Pro , Teams and Sharepoint
• Optimized system performance and stability to ensure seamless operations
• Managed user accounts in multiple travel, banking and insurance applications, membership and registries software applications as ATI Retail and Wholesale, Galileo Vacations, I-Go-Insured, Disney, Legoland, Universal Hollywood, MasterCard CashPassport, WealthView Banking, Banc ware, FrontTier, LiveLink, Moneris, Red Dot, TST Dashboard, Guidewire ...etc.
• Managed VPN user accounts, setup and troubleshooting, in Nortel VPN and F5 Big IP VPN
• Managed several multifactor authentication tools such as SafeNet/BlackShield and Microsoft Multifactor Authentication (MFA) to issue, assign, provision, revoke secure tokens, setup and install Authenticator app on Android and iOS devices
• Managed MasterCard -RSA SecureID Token generator to admin users in the secure website in order to create/remove accounts, add roles and locations, re-issue secure tokens, manage requests for resync/unlock accounts in collaboration with the technical support team at MasterCard Canada
• Installed network APs, switches, and extenders to expand connectivity
• Proficient in using Citrix Desktop Director to manage Wyse Terminals (thin clients) and clients using Citrix XenApp
• Extensive knowledge of several ticketing systems - Service Desk Express (SDE) and ServiceNow creating, updating, resolving or assigning incidents and requests to different tiers of support and departments as required, tracking all details and attachments associated with an incident, creating notifications to keep staff members informed of critical issues, create and maintain whiteboards (service request queues for multiple similar requests registered with high priority) and problem tickets
• Authored technical requirement documentation and SOPs to suit business goals and technological limits in the Knowledgebase
• Experienced with Nortel Call Pilot Manager application to access/set/reset voicemail and logins for the internal clients as well as AVAYA Contact Manager Application for acquiring and de-acquiring internal phone numbers/extensions
• Experienced with VoIP service Purecloud/Genesys Cloud - maintain, update and troubleshoot the service for a fleet of over 800 users
• Experienced with remote assistance systems as : Microsoft Remote Desktop as well as GoToAssist, Bomgar representative Console (Beyond Trust) and TeamViewer
• Have worked closely with other teams in solving network issues, VPN access, Firewall permissions, secure FTP setup, remote access
• Provided exceptional support for end-users by addressing technical concerns, reducing downtime, and improving user experience
• Implemented software updates across multiple platforms, maintaining optimal functionality and security standards.
• Collaborated with cross-functional teams to complete projects on time, ensuring client satisfaction and meeting business objectives
• Performed root cause analysis for recurring incidents to develop long-term resolutions that prevented future occurrences

• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
• Managed user accounts, profiles and network usage
• Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals
• Experienced with troubleshooting authentication issues; resets, suspend/resume and create client email accounts; tracking and documenting service incidents; resolved technical and operational issues like system failure, no/poor connectivity, slow speeds/performance, network overload and equipment problems; provisioned DOCSIS modems through RSC Modem Tools
• Managed installation, maintenance and operation of Shaw Cable Television cable boxes, Shaw Home Phone modems and Shaw high speed internet routers/modems
• Recorded and maintained relevant notes for each client and work order
• Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly
• Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
• Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships

• Managed HMI (Human Machine Interface - modern control systems that employ a PLC (Programmable Logic Controller) as a means to control motors, pumps, valves and various other equipment used in a process, regulate product flow as volume and velocity, time of operation, motor frequencies and speeds, volume of product in storage tanks, chemicals concentrations as parts per million (ppm) in cleaning solutions; measuring, troubleshooting, adjusting and monitoring critical points such as pressure and temperature in pipes and in storage or processing tanks using electromagnetic sensors. As a certified Power Engineer and Pasteurizer I have trained new operators on the use of HMI systems, employing my advanced working knowledge of thermodynamics, industrial automation and pneumatics. Have worked on the physical network infrastructure, individual units set up and operation, collaborating with a team of engineers, electricians, instrumentation technicians, operators and the management

• Daily duties included supervising operators of chemical processing equipment and monitoring processes to ensure efficient and safe output, while adhering to standard operating procedures (SOP); conducting process quality checks to identify and resolve issues during processing; assisting in troubleshooting and resolution of problems with equipment; reviewing production data logs and metrics; scheduling staff and resources that will meet production targets and standards
• Oversaw employee training initiatives to ensure all team members were proficient in company procedures, safety regulations, and job-specific tasks.