Summary

Client focused professional team player with solid experience in IT operations and
demonstrated ability to ensure high level of customer service. Highly efficient in
analysing and researching complex data and information to ensure contractual
requirements are met.

Work History

Work History
Oct 2015 - Present

Team Coach

CPL - Hewlett Packard Enterprise| Budapest, Hungary

Control of the whole desk; Assist in driving the performance of the desk to ensure that all contractual SLA agreements are met; Continuous analysis, reporting about ongoing processes, Maintenance of the Desks Knowledge Base and knowledgeable of the desk processes (continuous improvement of agents, organization of trainings etc.); Liaising with the client; Responsible for driving call and case quality assessments

Oct 2015 - Present

Team Coach

Team Coach CPL-Hewlett Packard Enterprise| Budapest, HU Controlling the whole desk and IT assets, liaising with clients Assisting in driving desk performance to meet all contractual SLA agreements Conducting continuous analysis, investigating anomalies of ticket handlingsystem, reporting about ongoing processes Maintenance of desks' knowledge base and desk processes(continuous improvement of agents, organizing trainings etc.) Testing, monitoring, providing feedback related to new tools and processes Holding trainings and preparing desk members related to all processes Responsible for driving call and case quality assessments
Aug 2015 - Oct 2015

IT Analyst on Backdesk

CPL - Hewlett Packard Enterprise | Budapest, Hungary 

To resolve remote users IT problems by means of a first time fix or by dispatching for on-site support. Providing the customer with a solution through information gathering, analytical trouble shooting and problem research, or route or escalate the call to the appropriate resolution group. Escalation and management of calls/contacts to agreed service levels. Resolve customer problems using the relevant tools and systems. Work to achieve individual and team goals. Ensure Quality standards are adhered to in regards to both Cases & Calls. Handle installations on users PC’s. Buffer for 2nd level team. Attend any applicable trainings / coaching’s as directed by the management. Know and use SD Tools on a day-to-day basis.

Aug 2015 - Oct 2015

Backdesk It Analyst

Backdesk IT Analyst CPL-Hewlett Packard Enterprise| Budapest, HU Budapest(HU) Resolving remote users IT problems or dispatching it for on-site support Providing solution thorough analytical troubleshooting and problem research, or balinttoth83@gmail.com escalate to the appropriate resolution group according to agreed service levels Achieving individual and team goals +36 20501 9797 Ensuring quality standards are met to both cases and calls Handling installations on users PC's, buffer for 2nd level team linkedin.com /in/ Confidently using SD tools on a day-to-day basis balinttoth83
Nov 2014 - Aug 2015

IT Analyst

CPL - Hewlett Packard Ltd.| Budapest, Hungary

Remote problem solving and maintenance of the customer queries Holding trainings and preparing desk members related to new tool introductions Provide assistance in use of work-related devices, applications and tools: Microsoft Package, mailing systems and internal systems of a Germany-based multinational company, supporting BlackBerry, VPN and token connection Efficiently manage, track and resolve issues with remote tools(Desktop Director, Prisma, Citrix- GoToAssist), remote controlling installations on the customers computer Support of internal communication tools: CISCO devices, Cisco JABBER, CISCO Unified CM Administration Assigning access rights to different systems or tools, handling the internal ticketing system(HPSM) Developing and keeping good relationship with the customers in accordance with internal policies and processes

Nov 2014 - Aug 2015

It Analyst

Prisma, Citrix-GoToAssist
IT Analyst CPL-Hewlett Packard Enterprise| Budapest, HU Remote problem solving and maintenance of customer queries Providing assistance in use of work-related devices, applications and tools (Microsoft Package, mailing systems and internal systems of a Germany-based multinational company, supporting BlackBerry, VPN and token connection) Efficiently manage, track and resolve issues with remote tools(Desktop Director, remote controlling installations Supporting internal communication tools: Cisco Jabber, Cisco Unified CM Administration Assigningaccessrights to different systems or tools Handling the internal ticketing system(HPSM) Developing and maintaining good relationship with customers in accordance with internal policies and processes P a ge| 2
Nov 2013 - Nov 2014

Customer Support Agent 

Arwe Service Ltd.| MUC Germany

Customer support (handling incoming requests/inquiries). Handling customer complaints. Maintaining customer data. Supporting car hiring process. Administrative tasks

Nov 2013 - Oct 2014

Customer Support Agent

Arwe Service Gmbh| Munich, GER
Customer Support Agent LANGUAGE SKILLS Customer support(handling incoming requests/inquiries) Handling customer complaints Maintaining customer data Hungarian mother Supporting car hiring process tongue Administrative tasks «
Oct 2012 - Oct 2013

Project Coordinator

Centralwood Ltd.| Budapest, Hungary

Project management tasks. Preparation and coordination of the product range expansion. Tasks related strengthening the market position, e.g. participation at Interzum-Cologne (most significant event of the segment), coordination, promotion. Preparing consignations related to projects, making price lists. Fulfilling tasks related to foreign relations(contact with German stakeholders). Prepare company publications(brochures, catalogues). Participation in defining the strategy in order to achieve company goals. Responsibility for project completion(in terms of time, costs, quality)

Oct 2012 - Oct 2013

Project Coordinator

Centralwood Ltd.| Budapest, HU
Project Coordinator German-Advanced
Jan 2012 - Oct 2012

Project Assistant (Assistant Conservator)

Centralwood Ltd.| Budapest, Hungary - Paris, France

Participating in the restoration project of a 18th century historical building in 4 Rue de Anjou, Paris (FRA). Translating professional material. Organization task during whole construction process, team leading tasks

Jan 2012 - Oct 2012

Project Assistant

Centralwood Ltd.| Budapest, HU
Project Assistant(Assistant Conservator)
Feb 2009 - Jan 2012

Topographic Team Leader

Hungarian National Museum, National Heritage Centre|

Topographic Team Leader (Junior PM, Process Coordinator)| Budapest, Hungary. Leading the archaeological topographic project parts prior to the South-Transdanubian Region's construction investments. Coordinating project team, defining motivational targets, preparing professional and personal evaluation. Negotiation tasks. Preparing weekly, monthly and yearly reports in terms of project control. Processing activity Coordination(responsibility: time, cost, HR, quality). Management of the professional activity on regional level, perform additional tasks, prepare brochures, catalogues, organize exhibitions

Jan 2008 - Feb 2009

Project Assistant (Impact study referent)

Hungarian National Museum, National Heritage Centre|

Leading the archaeological topographic project parts prior to the South-Transdanubian Region's construction investments(over 500 million HUF) Research activity, information gathering. Planning and organizational tasks. Preparing weekly, monthly and yearly reports in terms of project control. Leading the project preparing impact study team(developing the project management regulations and processing system)

Portfolio

Education

Education

2003 - 2009

Faculty of Humanities

University of Pécs 

The University of Pécs is one of the largest universities in Hungary, the knowledge centre of South Transdanubia and the oldest university of the country offering high-quality research and education.

1998 - 2002

High school diploma

Csokonai Vitéz Mihály High School and College

High school diploma

Skills

Skills

Hungarian

Mother tongue

German

Advanced level C language exam - fluent (C1)

English

Basic level C language exam -intermediate conversational (B1)

Competencies

Team Management, Project Management, Project Coordination, Data Analysis, Training & Development, Process Improvement, Call Center Operations, Customer Service, Scheduling and Organization, Communication, Teamwork & Supervision