DMITRI TCACI
Team Lead Support Operations
Prague,10
Summary
Having financial background, I've got a chance to start my career with Finance and Accounting. Then the big chapter of my professional life began within Food & Beverage Industry, being Head of Sales in Wine company and traveling a lot around the world. Since 2010 started own wine distribution firm which was a great practice and experience ever.
Last 8 years I'm driving Customers to Success in IT industry. I'm managing a team of 15 Support Analysts in Prague, supporting ERP (M3 & LN).
I'm passionate about helping people & industries. I solve problems and find solutions that meet expected needs. I go the extra mile to make a difference.
I’m curious, resourceful and passionate individual with love for life and focus on making things work.
Overview
21
21
years of professional experience
4
4
Languages
Work History
Team Lead, IT Technical and Functional Support
Infor
11.2016 - Current
- Recruit, manage and maintain a team of 15 product support analysts;
- Coach, continuously promote and encourage professional and personal development of my team;
- Troubleshoot and act to resolve issues which prevent the team working
effectively;
- Monitor performance, analyze team's results and maintain an outstanding level of service for predefined targets;
- Enable global performance delivery (first response time, resolution time, CSAT, case closure performance, backlog);
- Coordinate improvement programs for global support processes and procedures and implement strategic changes;
- Analyze complex ideas or proposals and build a range of meaningful recommendations;
- Maintain a high level of customer satisfaction;
- Manage customer escalations for functional and technical support requests;
- Provide leadership in problem-solving including proposing and discussing fixes, extensions, customizations or workarounds;
- Coordinate with other teams (success management, development, services, product management etc.) to prioritize and drive to solution customer requests.
Finance Operations Specialist
SAP
11.2014 - 10.2016
Owner
Vip Lion Gri
12.2009 - 10.2014
Head of Sales
Chateau Vartely
07.2006 - 10.2009
Financial Supervisor
Cricova
12.2003 - 06.2006
Education
EQF Level 5 (University) - Bachelor’s Degree - Banks And Stock Exchanges
04.2001 -
EQF Level 4 (College) - Accounting And Audit
04.2001 -
Skills
Operations Management
Coaching and Mentoring
Team Leadership
Strategic Communications
Project management
Performance management
Timeline
Team Lead, IT Technical and Functional Support - Infor
11.2016 - Current
Finance Operations Specialist - SAP
11.2014 - 10.2016
Owner - Vip Lion Gri
12.2009 - 10.2014
Head of Sales - Chateau Vartely
07.2006 - 10.2009
Financial Supervisor - Cricova
12.2003 - 06.2006
The Academy of Economic Studies of Moldova - EQF Level 5 (University) - Bachelor’s Degree, Banks And Stock Exchanges
04.2001 -
College of Finance And Banking - EQF Level 4 (College), Accounting And Audit
04.2001 -