Robert Ursache

IT Support Specialist experienced in endpoint management, Windows troubleshooting, and remote support. Proficient in Windows 11, Active Directory, Microsoft Intune, VPNs, and M365. I document issues, contribute to knowledge bases, and collaborate across teams to resolve recurring problems. Bilingual (French & English). I translate technical concepts into clear solutions using a tech journalism background.

Tier 1 IT support specialist at Everience Romania (2025-04 – Present)

• Resolved 75+ tickets weekly, 95%+ SLA, 65% first-call resolution
• Cut PC onboarding from 2 hours to 1 hour
• Achieved 100% CSAT across 30+ surveys by resolving complex issues within SLA
• Troubleshot Windows 11, network connectivity (LAN, Wi-Fi, VPNs), VDIs, Microsoft 365, business apps
• Mobile device management (MDM) using Intune
• Active Directory access/permissions
• Key troubleshooting areas: M365, VPNs, network connectivity

Customer Support Specialist – French & English at Telus International (2024-04 – 2025-03)

• Airbnb project (April 2024 – September 2024): Analysed reservation data, communication logs, and policy history to resolve host-guest disputes
• Telus Quebec (September 2024 – March 2025): Resolved billing, deliveries, installations, and service inquiries; up-sold services
• Achieved an FCR of over 65 %.
• Note: Internal transfer due to departmental reorganisation.

Journalist, editor at Telecompaper (2006-01 – 2023-09)

• Published 15+ daily articles on telecom, IT, and cybersecurity trends
• Collaborated with chief in editor to deliver breaking news
• Interviewed industry experts and translated technical jargon into accessible content

B. A. in Journalism and Communication Sciences – University Al. I. Cuza - Iași (1999 – 2003)

Post Graduate Degree in PR and Negotiations – University Al. I. Cuza - Iași (2003 – 2005)

Erasmus Scholarship – University Lille 1 (2004 – 2005)