Gabor Conway Email & Phone Number

Budapest, Hungary

My main focus areas are:- Planning of the content and other parameters of production reports needed to monitor the fulfillment of each service contract.- Initiate process optimization studies and propose changes to reduce costs.- Introduce and apply appropriate service management tools (eg monitoring, process support, etc.).- Application of project management, customer management, supplier management techniques.- Ensuring that the costs of the performed work processes are… Show more My main focus areas are:- Planning of the content and other parameters of production reports needed to monitor the fulfillment of each service contract.- Initiate process optimization studies and propose changes to reduce costs.- Introduce and apply appropriate service management tools (eg monitoring, process support, etc.).- Application of project management, customer management, supplier management techniques.- Ensuring that the costs of the performed work processes are charged to the appropriate customer contract, contribute to the settlement of the contract.- Serve as a primary connection point for SDM, it has a complete knowledge of the given service chain.- Responsible for the operation of the entire service chain, including liaison with internal and external departments and service providers, quality assurance of operational processes, and operation of the management reporting system. Show less

Budapest, Hungary

IT Service Transition Management activities to onboard new services and their support to the global service desk. My activities include planning and coordination of knowledge transfer and trainings for L1/L2/L3 support teams. As the Single-Point-of-Contact for global service owners within the company my role is accompany them on their onboarding journey, from the first kick-off meeting until the end of the hypercare phase.

Düsseldorf Area, Germany

Working on cross-border projects and IT solutions for worldwide use at ALDI SOUTH. My main focus is the cutover managment for our stores and integration into the State of the Art Solutions from SAP. We are currently managing one of the largest digital adaptation projects worldwide, in which we are repositioning ourselves as a global IT organization in terms of processes and systems.

Biatorbágy, Pest, Hungary

Project Management Responsibilities for setting up a Global Service Desk Ensure readiness of our customers Responsibilities within the work stream: - Gather requirements by preparing questionnaire and checklists - Define and agree on SLA's and OLA's - Collect knowledge documentation to be implemented in the Knowledge Base Ensure readiness of the service desk - Project planning Define processes along ITIL best practices such as: - Incident Management… Show more Project Management Responsibilities for setting up a Global Service Desk Ensure readiness of our customers Responsibilities within the work stream: - Gather requirements by preparing questionnaire and checklists - Define and agree on SLA's and OLA's - Collect knowledge documentation to be implemented in the Knowledge Base Ensure readiness of the service desk - Project planning Define processes along ITIL best practices such as: - Incident Management - Change Management - Request Fulfilment - Knowledge Management - Define Key Performance Indicators (KPIs) and reports - Define SLA's and OLA's - Define Business Continuity Management processes and proceduresInternational Expertise and Understanding - USA - Germany - Austria - United Kingdom - Hungary Show less

Biatorbágy, Pest, Hungary

Incident and Knowledge Management Responsibilities - Ensure SLA requirements are met at all service providers and other IT departments - Handle ad-hoc escalations and ensure correct procedures are followed - Follow up weekly with international teams about the current service situation - Analyse, evaluate call and ticket quality of agents - Manage the work of the Knowledge Coordinator - Raise knowledge base article creation/modification requests to responsible employees… Show more Incident and Knowledge Management Responsibilities - Ensure SLA requirements are met at all service providers and other IT departments - Handle ad-hoc escalations and ensure correct procedures are followed - Follow up weekly with international teams about the current service situation - Analyse, evaluate call and ticket quality of agents - Manage the work of the Knowledge Coordinator - Raise knowledge base article creation/modification requests to responsible employees if necessary - Training of new hire employees - Annual, Quarterly, Monthly, Weekly, Daily Reporting Tasks in Excel - Handling of RFC's in JIRA - Implement Knowledge in ConfluenceTeam Leader Responsibilities - Ensure prompt and effective customer service is provided to clients - Monitor call handling, timing, E-Mail and voice mail - Explain the Service Desk procedures and processes to agents - Determine the duties and responsibilities of individuals in the team - Analyse the individual performance of each team member and motivated them to perform even better - Organize training workshops to improve the performance of the members who were lagging behind in terms of performance - Analyse assigned projects and distributed tasks to the members as per their area of expertise - Report any problem or fault in the project to the IT Manager or IT Director - Provide feedback to individuals on their performance on a monthly basisCountries of Work Experience - Germany - Austria - United Kingdom - Hungary Show less

Biatorbágy, Pest, Hungary

In line with the company’s IT strategy, the objective of my position is to ensure smooth operations in the individual area of responsibility. Furthermore, the position is to assist the IT Help Desk Team Leader with managing help desk operations in order to support the company’s growth objectives. This is to be achieved by providing end-to-end support for soft-ware and hardware issues of the stores and by supporting the IT Help Desk Manager in improving customer support and continuously… Show more In line with the company’s IT strategy, the objective of my position is to ensure smooth operations in the individual area of responsibility. Furthermore, the position is to assist the IT Help Desk Team Leader with managing help desk operations in order to support the company’s growth objectives. This is to be achieved by providing end-to-end support for soft-ware and hardware issues of the stores and by supporting the IT Help Desk Manager in improving customer support and continuously optimizing the maintained systems and programs.In absence of the IT Help Desk Team Leader, I have to utilize the initiative and competence of my employees to fulfill their duties. I also have to fulfill my responsibilities in accordance with the Company’s principles of leadership and organization, and the guidelines for responsible corporate management (CR Policy). Show less

Budapest, Hungary

Remote installation of laptops through software deployment servers. Application configuration. Active Directory user rights management.