Alexandru Turculet

Experiences

Responsible for all the technical aspects in the EMEA Region
- Main escalation point for any technical issues
- Work close with Sales RVP
Manage the Technical Support Engineers in the region
- Resource management, Professionalism
Customer satisfaction
- Customer visits, Periodic surveys, etc.
- Enforce measuring – Service-Level Agreement, Escalation, Backlog, Handling time

Recruitment and training of Moldova NOC Team.
Responsible for creating and maintaining internal processes and procedures to be followed in operations,
including the escalation of reported issues.
Provide support and assistance for primary and secondary level of troubleshooting, ensuring quality and
performance of NOC service levels.

Provide professional technical support services in EMEA region for complex satellite communication
systems, network monitoring and audit.
Responsible for projects on new Gilat Satellite Platform.
Manage strategic accounts, Point of Contact for installations and network deployment on new company
platform.
Follow up on a daily basis on the opened cases from the entire region, make sure that they are handled per
priority and SLA is met.

Professional technical support services in Gilat Satellite Communication platforms for EMEA Region
customers.
Resolve customer issues related to broadband IP communication via satellite transmission; Support complex
systems installations and startup at customer sites.
Provide customer support from the technical assistance center.
Isolate and correct system faults using advanced troubleshooting techniques and tools.
Manage service restoration activities and track in trouble ticketing system.
Monitor and respond to all incoming email, telephone and Web traffic.
Track and update all open tickets.
Provide status reports to customers and management personnel
Perform customer site installations, to include:
Engineering; Installation; Configuration; Test; Documentation; Site Acceptance Test Plans; Customer As
Built documentation.
Support complex systems installation and startup at customer sites.
Perform Satellite communications systems design and produce systems related documentation.
Analyze, troubleshoot and resolve service related issues resulting from installation, upgrades, configuration
changes and equipment faults or failures.
Perform Satellite Frequency Coordination and Management.
Diagnose and resolve technical HW and SW issues involving internet connectivity, VPN, Abis, VOIP and
more

Education

Cisco Certified Network Associate

Skills

Regional Technical Service Manager