Patrick B. Ogunji Email & Phone Number

Hungary

Hungary

Budapest, Budapest, Hungary

Hungary

▪Act as the coordinator between the Resolution Teams and Internal Service Delivery Management and towards the customer▪Assess impact in collaboration with Operations▪Review progress and evaluate if more subject matter experts are required and escalate accordingly▪Ensure all allocated actions/responsibilities are clearly defined and documented including updates in the ticket handling system▪Initiate and organize technical calls, if needed▪Assess progress of the Incident Resolution Teams (IRT) meeting and address any shortcomings appropriately▪Attend on Incident Management meetings▪Prepare client specific reports▪Coordinate the solution of Incidents▪Coordinates professional teams in order to solve issues efficiently▪Keep contact with the clients▪Cooperation with international colleagues▪Ensure the priority level is fully reviewed▪Ensure that the Incident record is fully updated prior to Problem Management handover▪Create reports, if needed

Hungary

Overseer of the full activities of the firm: ensuring customer and supplier needs are properly met and handled

Budapest

Internal Auditing (ISO), Assessing Calls handled by helpdesk analysts and giving them individual feedback of the outcome of the evaluations. Creation of Reports based on the results of the evaluations. Training helpdesk analysts on the respective business accounts based on their deficiencies and improvement needs. Creating Management reports indicating competencies and trend of service quality improvement. Creating improvement plan/ process for relevant individual analysts.Providing newly hired analysts with basic training on the standard call handling process based on the business unit that will be supported.Creating and implementing improvement plans based on the CSAT results; also taking into account the individual performance trend for each analyst in the business unitRegular conference call hosting/ presentations for the international clients based on the status of the service desk at the time.Ensuring that analysts in the different business units conform and adhere to the contract specifics as stipulated by the different clients..Clients include Barclays Bank, Dell, G4S, Clarks, Malaysian Airlines, Shell, Subsea 7, RAC, Sulzer, AirProducts, Rexam

Hungary

Rendering IT support and assistance to Barclays Bank Employees all over the world via phone, including helping them make orders for different Hardware and software installations

Computer Software Engineering

I decided to explore the world of different programming languages for a year and chose to pursue Service Management, as my interests.

National Diploma, Chemical Engineering

Activities and Societies: Financial Secretary of Chemical Engineering Faculty/ Student Association