Andreea Marin

Technical interface to Software as a Service (SaaS), On-demand and On-Premise customers across the globe for resolution of service requests related to the installation, recommended maintenance, and use of Oracle products (mainly Oracle Fusion Business Intelligence - Oracle Transactional Business Intelligence - OTBI, BI Publisher, BI Cloud Connector Console) and last point of contact when they seek assistance, acting as a Consultancy/ DevOps/ Developer resource.

Main Responsibilities:
- Provide technical support on Oracle BI Publisher: application administration, interactive reports, templates (RTF, excel), reports scheduler, ESS (Enterprise Scheduler Service) integration, third-party delivery integration (SFTP, UCM, printer/fax, email, Web Services);
- Provide technical support on OTBI: application administration, analyses, dashboards, agents, and security setup;
- Provide technical support on Oracle BICCC (BI Cloud Connector Console):
administration setup, delivery, and integration with UCM;
- Perform Data Analysis for complex use cases using SQL, PL/SQL;
- Troubleshooting performance issues of custom reports using diagnostics tools and analyzing logs;
- Testing and debugging customer issues promptly and providing resolution as per SLAs;
- Understanding the problem and its impact on the customer's business through meaningful discussions with the customer and acting as a Designated Engineer in
critical situations for the Top Account customer's business;
- Maintaining platform reliability, defining and managing how reporting solutions can be utilized within the platform, and integrations between various applications, Oracle or Non-Oracle;
- Maintain documentation for all business intelligence processes.Write and maintain user documentation and learning resources; - Collaborated with cross-functional teams to ensure designs met technical and business requirements; - Mentored and trained new hires and peers; - Acted as a Cluster Technical Coordinator in the BI group; - Acted as an Active Cluster Manager for critical escalation situations.

• Responsible for finding solutions, workarounds and/or fixes for the applications under my responsibility: Home’Bank and ING Bank website.
• Monitor IT applications and take corrective measures when necessary.
• Understand and assist in tracking and monitoring the applications to implement new alerts.
• Prepare the basic testing environments for Agile release trains.
• Test applications in UAT and production environments after patches and promotes
• Create and maintain documentation for procedures related to managed IT applications.
• Perform queries on existing data models and follow the operating procedures of a database.
• Work constantly in Microsoft Azure Boards, SQL, and ServiceNow for incident management.
• Ongoing collaboration and knowledge sharing with stakeholders, first-line support and the Contact Centre, and other team members, like chapter peers, developers, QA, Product Owners, and Product Managers.
• Virtual machines support: Re-create boxes and finding solutions for errors found and administration

• Responsible for finding solutions, workarounds and/or fixes in order to maintain and improve the functionality of the systems as part of the 2nd line support
• Offer technical support to the 1st line support and the applications' users in order to prioritize and solve the problems related to his/her area of expertise, taking over the problem assigned and recorded by the 1st line support in the recording service (e.g. SNOW)
• Escalates the problems to the 3rd line of support (internal or external) and notifies the user or the 1st line support when the problem is complete
• Manage project schedules, including testing and delivery to customers
• Participate in design and improvement processes
• Proactively identify issues within the environment and resolve them
• Contribute to the team's knowledge management by creating procedures/knowledge for various issues/flows
• Manage and prioritize issues and bugs with the vendor and internal teams and provide statements about the possible problems that we may confront with in the future along with proper solutions for preventing them
• Create scripts to simplify processes and improve alerting
• Troubleshoots software and/or infrastructure issues as necessary, including hand-on correction of problems issues
• Understanding customer's behavior by reading application logs
• Testing environments changes delivery by development teams
• Regression testing before each promote
• UAT testing
• Reporting
• Agile working methodology
• ITIL Incident/ Problem/Change Management Process

• Provide support to the clients through alternative communication channels: email, phone, letters with regard to promissory notes/Checks
• Provide support to the team's coordinator, manager and office manager's
• Propose implementations
• Finding solutions in order to create and maintain an efficient manner of handling cases and to reduce the team's workload
• Ensure both current and potential customers receive the highest level of courteous and professional service
• Testing new payment's procedures before their implementation in production

• Drafting different reports (simulation rate, interest rate correction, bank statement, etc.)
• Make instructions to update / correct the loans interest
• Returns interest/fee on loans
• Issuance of bank addresses regarding loans/garnishment
• Verification and issuance of credit agreements/ credit contracts
• Drafting reports regarding promissory notes and checks (internal and external reports)
• Meets job requirements in accordance with the requirements of national law and / or rules and regulations of foreign laws
• Generate reports for sending SMS alerts
• Cooperate with other departments to obtain information for formulating appropriate responses to requests / customer complaints

• Determines requirements by working with customers
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Updates job knowledge by participating in educational opportunities
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Provide support for Home'Bank