Piroska Lévai Email & Phone Number

Vienna, Austria

- Provide 2nd level support for the Global Blue set of traveler Solutions.- Work closely with internal and external partners to identify root case of issues, and actively participate in/drive problem management activities.- Provide impact analysis.- Leverage operational management tools (SPLUNK) to optimize service monitoring- Plan, document and perform changes for supported services, deploy software releases to production and non-production environments using automation tools- Provide procedures, check lists and other documents for GBT Service Center (1st level support) and other stakeholders- Proactively cultivate good relationships with Business Units and other stakeholders to ensure flawless and transparent communication channels.- Maintain effective communication channels with all parties involved

Austria

L1 troubleshooting and configuration of services and applications for internal and external customers- Assisting end users with 3rd party applications configuration and troubleshooting- Monitoring and L1 troubleshooting of core systems and IT infrastructure- Basic troubleshooting of proprietary applications for the tax free shopping process, both merchant and traveller facing services- Escalating critical or complex cases to L2/L3 engineers- Driving and documenting major incidents, reporting and keeping users and customers informed- Updating documentation, improving and creating processes- Training and assisting new colleagues

Budapest, Hungary

Owning, driving, communicating, updating and proactively representing BT in all domains of activitiesManage supplier activities for VIP customer (e.g. driving/escalating 3rd party agents to dispatch and repair faults to meet our service level agreements)- Conducting complex troubleshooting across various network technologies (Cisco platforms, VoIP)- Collaborating in technical calls providing cross-platform support- Handling, documenting and implementing infrastructure change requests- Assisting 1st and 2nd Line agents in their daily tasks- Handling queries from internal and external customers- Providing process improvement input and collaborate to the continuous improvement journeyTechnical responsibilities: Cisco Routers – 1841, 2611, 2620 series, Cisco Switches – 3500, 3750 series. Cisco Internetwork Operating System (IOS), Cisco IOS upgrades and recovery (FTP, TFTP, and MD5 verify) OSI and TCP/IP models, TCP and UDP protocols, Configure, verify, and troubleshoot IPv4 addressing and subnetting IPv4 address types Unicast, Broadcast, Multicast, Configuration and troubleshooting of VLANs Configuration and troubleshooting of interswitch connectivity, trunk ports , DTP, VTP (v1&v2), Native VLAN, Configuration and troubleshooting of STP protocols, PVST+ and RPVST+ Cisco Discovery Protocol, LLDP, EtherChannel Configuration and troubleshooting of inter-VLAN routing, static routing and dynamic routing Troubleshoot single area and multi-area OSPFv2 for IPv4 DNS lookup, DHCP, TFTP, DNS, HSRP, NAT, PAT, NTP operation, port security DHCP snooping Configuration of Access Control Lists (ACLs) Basics of SNMPv2, SNMPv3, MPLS, Basics of BGP Backup and restore device configuration Troubleshoot network connectivity issues using ICMP Cisco IOS upgrades and recovery (FTP, TFTP, and MD5 verify) DHCP SPOOFING, VLAN PRUNNING, TAGGING, Ping and traceroute

Budapest, Budapest, Hungary

Providing L2 support at a dedicated service desk to the company's VIP customer- Managing enterprise network- Basic troubleshooting of issues on WAN, LAN, Wireless an Fixed voice services- Proactively handling incidents detected by monitoring systems- Communication with customer's internal technical teams

Budapest, Budapest, Hungary

Providing L1 support at a dedicated service desk to the company's VIP customer- Administration and handling of incoming calls and ticket- Engaging internal and external resolvers- Making sure SLAs are met and keeping customers informed in ongoing cases

Budapest, Budapest, Hungary

Handling urgent, critical or VIP customer health and travel insurance claims, working independently within a 5000€/case decision limit- Managing high-cost cases of inpatient medical treatments and other healthcare services for customers abroad;- Organising medical evacuation and repatriation from abroad;- Supporting the work of L1 and L2 operators;

Budapest

Handling insurance events, communication with customers and providers over the phone and via email, providing customer support based on the insurance contract terms and conditions- Organising outpatient treatments abroad- Administration of ongoing cases- Providing information regarding the services, handling customer enquiries

Bachelor'S Degree

Education record