Anna Koppányi Email & Phone Number

Debrecen, Hajdú-Bihar, Hungary

- Incident management tasks: incident ticket creation, updating and resolution tracking (in ServiceNOW)- Automated fault analysis and infrastructure event monitoring- Supervision of automated event to service correlation- Diagnosing and resolving network issues within the SD‑WAN infrastructure and performing root cause analysis to identify the underlying causes of recurring issues (using SecureCRT, Meraki Dashboard and vManage)- Task dispatching to sub-providers and sub-provider co-ordination- Deficiency pattern detection- Supporting and informing customers by phone and email- Participating in migration activities and planned maintenance activities- Optimizing and creating new processes and tools- Providing on-call support- Data gathering, data processing- End-to-end automation in ServiceNOW

Hungary

- Being a single point of contact between Customers, the Management, resolver groups and providers (through the ticketing systems, email and phone)- Registering network faults, incidents and assigning them to the relevant resolver teams- Chasing resolver groups and providers for faster resolution- Monitoring network devices, proactively opening tickets - Preventing outages, business impacts for Customers- Effectively prioritizing cases and faults- Initiating new processes to improve the service, detecting deficiency patterns- Effective use of technical tools (for e.g. Putty) and various Customer and Provider ticketing systems- Applying business continuity protocols- Solving problems, handling mass outages, escalating cases- Effectively working as a teamAchievements:- Employee of the Quarter (3x)- Highest productivity rate - February 2022- Highest efficiency (calculated from productivity, quality and number of outgoing calls) - March 2022- Second highest efficiency - February 2022- Perfect Knowledge Test scores - Q4 2021, Q1 2022- Training, mentoring and supervising colleagues and newcomers

Debrecen, Hajdú-Bihar, Hungary

- Providing first line subscription, billing, technical and customer support via Instant Messenger Chat, E-mail, and Phone.- Training colleagues and newcomers.- Extensive technical knowledge of antivirus and VPN software.- Maintaining a quality business relationship with all customers.- Working effectively as part of a team working a 24x7 shift pattern.- Taking ownership of customer problems and being proactive.- Effective use of procedures and technical documentation.

Debrecen, Hajdú-Bihar, Hungary

- Coordinating and organizing marketing activities.- Contributing to the implementation of advertising, marketing and PR activities and tracking their results.- Planning and making the communication philosophy and corporate identity of the company and its clients.- Planning and making the publications and promotional materials.- Participating in the making of marketing strategies, contributing to the development of a unified corporate and brand image.- Participating in the management of online communication interfaces and the making of online marketing campaigns.- Participating in the making of situation analysis and market researches.- Carrying out office and administrative tasks, assisting managers and professional supervisors, managing office and multimedia tools.

Hajdúnánás, Hajdú-Bihar, Hungary

I have worked here during my summer break.- Managing hotel reservations for guests.- Providing information to local and foreign guests.- Participating in events.- Selling local merchandise and local currency (Bocskai Korona), exchanging currency.- Using MS Office (Excel, PowerPoint, Word).- Organizing publications.

Guide

Activities and Societies: My team won first place in a national marketing competition.Learned subjects: English, Marketing, Communication.

Education record

Advanced lessons in English.