Dascălu Paul-Laurențiu
L1 Support
Skills:
- Ticketing systems familiarity
- Incident documentation
- Structured troubleshooting approach
- Customer communication
- Escalation handling
- Tme management under SLA requirements
- Communicated complex policy decisions to customers
Profile
Detail-oriented support professional with experience handling high-volume customer cases, documenting technical issues, and following structured processes. Seeking entry-level IT support role to apply troubleshooting mindset and structured problem resolution skills.
Experience
Teleperformance — Customer Support & Appeals Processing
- Reviewed and processed appeals in accordance with internal Policies and compliance standards
- Documented decisions clearly to ensure audit traceability
- Managed high-volume case queues while maintaining accuracy and response deadlines
- Identified edge case and escalated issues to senior teams
Education
IT School — Cybersecurity Course Title: Programmer-Helper
- Familiarity with Linux environments
- Basic networking concepts
- Understanding of data security principles(CIA)
- Introductory SIEM exposure (Splunk)