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I’m Andrei Barcea, a Customer Success Account Manager currently with Microsoft, where I help strategic global customers achieve their Cloud, Security, M365, and AI goals. I bring 6+ years in IT Service Management, including 5 years leading ITSM functions for a mid-sized UK-based MSP and hands-on experience setting up Level 1 Service Desk for a global pharmaceutical company. I excel at training delivery, stakeholder engagement, and building trusted partnerships. I’ve led ITSM teams, contributed to ServiceNow platform improvements, and enjoy turning complex technical concepts into clear value for customers. I’m open to new opportunities in Customer Success, ITSM leadership, and related fields.…I’m Andrei Barcea, a Customer Success Account Manager currently with Microsoft, where I help strategic global customers achieve their Cloud, Security, M365, and AI goals. I bring 6+ years in IT Service Management, including 5 years leading ITSM functions for a mid-sized UK-based MSP and hands-on experience setting up Level 1 Service Desk for a global pharmaceutical company. I excel at training delivery, stakeholder engagement, and building trusted partnerships. I’ve led ITSM teams, contributed to ServiceNow platform improvements, and enjoy turning complex technical concepts into clear value for customers. I’m open to new opportunities in Customer Success, ITSM leadership, and related fields.

Andrei Barcea

Project Manager, Content Producer, Content Creator, +1

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I’m Andrei Barcea, a Customer Success Account Manager currently with Microsoft, where I help strategic global customers achieve their Cloud, Security, M365, and AI goals. I bring 6+ years in IT Service Management, including 5 years leading ITSM functions for a mid-sized UK-based MSP and hands-on experience setting up Level 1 Service Desk for a global pharmaceutical company. I excel at training delivery, stakeholder engagement, and building trusted partnerships. I’ve led ITSM teams, contributed to ServiceNow platform improvements, and enjoy turning complex technical concepts into clear value for customers. I’m open to new opportunities in Customer Success, ITSM leadership, and related fields.…I’m Andrei Barcea, a Customer Success Account Manager currently with Microsoft, where I help strategic global customers achieve their Cloud, Security, M365, and AI goals. I bring 6+ years in IT Service Management, including 5 years leading ITSM functions for a mid-sized UK-based MSP and hands-on experience setting up Level 1 Service Desk for a global pharmaceutical company. I excel at training delivery, stakeholder engagement, and building trusted partnerships. I’ve led ITSM teams, contributed to ServiceNow platform improvements, and enjoy turning complex technical concepts into clear value for customers. I’m open to new opportunities in Customer Success, ITSM leadership, and related fields.

Available to hire

I’m Andrei Barcea, a Customer Success Account Manager currently with Microsoft, where I help strategic global customers achieve their Cloud, Security, M365, and AI goals. I bring 6+ years in IT Service Management, including 5 years leading ITSM functions for a mid-sized UK-based MSP and hands-on experience setting up Level 1 Service Desk for a global pharmaceutical company.

I excel at training delivery, stakeholder engagement, and building trusted partnerships. I’ve led ITSM teams, contributed to ServiceNow platform improvements, and enjoy turning complex technical concepts into clear value for customers. I’m open to new opportunities in Customer Success, ITSM leadership, and related fields.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Language

Romanian, Moldavian, Moldovan

Fluent

English

Fluent

Work Experience

Customer Success Account Manager (External Staff) at Microsoft

September 1, 2024 - November 6, 2025

Driving customer success within Microsoft's International Customer Success organization by partnering with strategic global customers to help them achieve their Cloud, Security, M365, and AI business goals.

Major Incident Manager (Out of Hours) at CSI Ltd (A CSI Group Company)

May 1, 2024 - May 1, 2024

Act as primary point of contact for major incidents outside regular hours. Lead cross-functional teams in diagnosing, mitigating, and resolving critical incidents. Communicate with stakeholders and document actions and lessons learned for post-incident analysis.

Asset Database and Configuration Management Database Manager at CSI Ltd (A CSI Group Company)

May 1, 2024 - May 1, 2024

Building a trusted Asset Database and CMDB across 10+ data centres. Overseeing the management and maintenance of CMDB, ensuring accurate and up-to-date records of CIs and relationships. Coordinate with IT teams and conduct regular audits; provide training on asset management best practices.

ITSM Team Lead at CSI Ltd (A CSI Group Company)

May 1, 2024 - May 1, 2024

Leading the ITSM function within CSI, ensuring adherence to ITIL best practices and leveraging tools like ServiceNow. Mentoring the ITSM team for delivering service excellence. Collaborate with the Head of Service Delivery on ITSM strategy.

Change and Problem Manager at CSI Ltd (A CSI Group Company)

September 1, 2020 - September 1, 2020

Oversee the change management process, assess risks and minimize disruptions. Facilitate problem management by identifying root causes, conducting trend analysis, and implementing corrective actions. Collaborate with cross-functional teams to implement best practices.

IT Help Desk Manager at CGS (Computer Generated Solutions)

June 1, 2019 - June 1, 2019

Coordinating a team that provides first-level support for the global market of a pharmaceutical company. Designing strategies to improve KPIs, creating processes for better user experience, providing training on Office 365, Active Roles, WebEx, SAP and related software.

ID Admin at CGS (Computer Generated Solutions)

January 1, 2019 - January 1, 2019

Managing credential requests, maintenance and terminations for applications such as Citrix, Cisco, domain, email, VoIP, and other systems requiring access to customer information regulated by US and international law.

Training Delivery Manager at CGS (Computer Generated Solutions)

January 1, 2019 - January 1, 2019

Training Manager for a Telesales Project; coordinating all new hire and continuing education training, recruitment and certification of training resources, and performance reporting. Maintains client communication to calibrate KPIs and required outcomes.

Master Learning Facilitator at CGS (Computer Generated Solutions)

May 1, 2016 - May 1, 2016

Coaching and mentoring facilitators; onboarding and certifications; providing monthly developmental observations and cascading new processes and curricula to facilitators.

Facilitator at CGS (Computer Generated Solutions)

September 1, 2014 - September 1, 2014

Conducting new hire and continuing education training for inbound and outbound Telesales projects. Training technique followed accelerated learning process with classroom and on-the-job training.

Back Up Supervisor at CGS (Computer Generated Solutions)

December 1, 2013 - December 1, 2013

Back-up supervisor for a project offering 1st Level tech support for a Romanian ISP. Ensured coverage and smooth operations.

Retention Specialist at CGS (Computer Generated Solutions)

December 1, 2012 - December 1, 2012

Retention for paid email accounts and dial up service for a US based company.

Mobexpert Sales Consultant at Mobexpert

August 1, 2011 - August 1, 2011

Sales consultant for Mobexpert products.

STAER Sales Consultant at STAER

March 1, 2011 - March 1, 2011

Sales consultant role.