Ferenc Illés Email & Phone Number

Budapest

Budapest, Budapest, Hungary

Ensures that the team:- handless incoming VoIP/Skype/UC/PBX related incidents according to the valid procedures and policies- supports the team in analysing and resolving complex VoIP/Skype/UC/PBX problems in accordance with customer requirements,- guides and facilitates the resolution of long-term technical problems in overarching shifts- keeps track of service level agreements and ensures that the team works accordingly,- act as project coordinator in projects (e.g.: service-takeovers) assigned by the department manager,- If delegated, schedules shifts staffing to ensure sufficient coverage of the expected workload,- If delegated, ensures that all absences are administered correctly and timely in the relevant administration system, - knows and verifies the existence of systems and procedures required to fulfil operational requirements, reviews proposals and implements them- Drives the solution of the service requests assigned by other support team/group,- Interacts within and across teams, as well as with customers, to achieve operational results and enhance customer satisfaction- ensures that Manager on Duty, Shiftleaders, line manager are informed about urgent and important topics respectively per requirements,- complies with the business processes in operations,- completes administration tools timely and precisely.- Assesses and evaluates both the team's overall- and team members' individual performance, identifies areas of improvement and continuously seeks for the possibility how to become more efficient.- Performs other tasks as assigned by the Department Manager.

- Part of implementation team for Commerzbank, from Avaya to Cisco.- Providing in-time and quality implementation, software changes, enhancements or upgrades per requirement of the customer in collaboration with Service Delivery- Dealing with (create, cease, modify) Site related configuration (e.g. partitions, calling search space, etc.) in Call Manager- Validating incoming customer configuration requests and transposing data for bulk administration tool- Dealing with user device profiles, IPT device configuration, fix phone configuration, hunt groups, pick up groups and all telephony related configurable settings.- Dealing with (create, cease, modify) configuration for analogue and PSTN gateways- Troubleshooting and consultancy to service desk, technical design team and Project Management- Training junior team members- Completion of technical deliverables defined in the respective projects. These deliverables include Cisco software configuration and validations in accordance with customer requirements- Keeping up to date with the latest development of communications technologies- Providing remote support to onsite engineers during solution deployment and resolve issues in real-time, seeking support as required- Assisting in design, engineering, testing and rollout of newly defined BT products- Performing end-to-end commissioning in co-operation with customer representatives to prove correct functionality

- Provide VoIP support for Deutshe Bank employees- Responsible for all assigned AVAYA tickets and ensure tickets are resolved and clients are kept updated throughout the process- Responsible for supporting and training 1st line support team- Managing EMEA specific incidents- Follow all relevant problem and incident management processes- Updating training materials and knowledge base documents

- Provide technical support (IP Television, VoIP, Internet, etc) for Telekom customers- Registration of problems of clientele, maintaining contact with associate work sections- Up-to-date on the latest telecommunications technologies - Answering technical queries on phone and mails in English- Troubleshooting guidance

- Managing a team of 8 operators which provides daily support for different CBA shops- Participation in barcode system install and set-up- Computer support for users- Database maintenance- Contact with software developers

System Engineer

Graduation Certificate, Software Operator, Information Technologies And Foreign Language Faculty With Software Operator Specialization.

IT specialization (ECDL)