Timea Kovács

Currently in training

• Effective management of shift schedules for a team with 34 members
• Delegating tasks to team members according to their abilities
• Training new employees
• Analyzing team performance
• Ensuring that company standards are upheld.
• Scheduling meetings with the team, customers and management
• Handling customer complaints
• Monitoring the teams work to ensure calls and tasks are handled within the given SLA
• Monitoring the quality of regular and escalated tickets
• Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.

• Supporting internal users in German and English language of the company HDI to 4500 employees world wide
• Providing IT assistance to users and handling tickets accordingly
• Identify user's issues, diagnosing problems and delivering solutions via phone or e-mail
• Handling tickets and calls according to the SLA
• Keeping track of technological advancements and trends in IT support, SLA's and customer satisfaction
• Handling service requests

• Supporting internal users in German and English language of the company BASF wit over 111 000 users
• Providing IT assistance to staff and costumers and handling tickets accordingly
• Identify user's issues, diagnosing problems and delivering solutions via phone or e-mail
• Handling tickets and calls according to the SLA
• Keeping track of technological advancements and trends in IT support, SLA's and customer satisfaction
• Installing software and updates if needed
• Guiding users trough the Windows environment and using tools for system administration appropriate if needed

• Supporting over 300 firms for application support
• Working closely with clients to ensure they derive the greatest possible value from the use of our software.
• Providing technical support to our clients
• Working closely with our Professional Services and IT Operations for update planning to ensure upgrades and IT issues are solved in given SLA.
• Plan and execute updates of our clients and internal systems
• Monitor clients systems and handling alerts accordingly
• Investigate, diagnose and resolve issues in the area of system and application monitoring using troubleshooting tools and techniques and referring to external suppliers.
• Working with multiple monitoring systems to ensure the well-being of our clients systems
• Working with PuTTY, SSH client on a daily basis
• Reviewing Customer Satisfaction and leading team meetings to discuss and improve our work

• Supporting internal users in German and English language of the company Media Markt-Saturn including 274 stores in Germany, 47 stores in Austria and 26 stores in Switzerland for approx. 15400 users.
• Identify user's issues, diagnosing problems and delivering solutions via phone or e-mail
• Handling tickets (approx. 20 per day) and calls (approx. 35 per day) according to the SLA
• Training end-users on hardware functionality and software programs
• Updating computer software, as well as upgrading hardware and systems
• Keeping track of technological advancements and trends in IT support, SLA`s and customer satisfaction
• Installing softwares and updates if needed
• Guiding users trough the Windows Environment and using tools for system administration appropriate if needed
• Supporting users with issues of cash registers and EC Terminals
• Updating the Knowledge-Base if needed

• Supporting internal users in German and English language of the company Axpo Holding, EKZ and Aveniq AG approx. 7.500 users
• Providing IT assistance to staff and customers and handling tickets accordingly
• Training end-users on hardware functionality and software programs
• Updating computer software, as well as upgrading hardware and systems
• Keeping track of technological advancements and trends in IT support, SLA`s and customer satisfaction
• Installing softwares and updates if needed
• Guiding users trough the Windows Environment and using tools for system administration appropriate if needed

• Supporting internal users in German and English language of the company Umicore, approx. 11,200 users
• Supporting internal users of the company Unilever Deutschland GmbH approx. 5.000 users
• Receiving and handling requests for service, following agreed procedures
• Handling calls in an appropriate, timely
• Logging incidents and service requests and maintain relevant records:
• Identify and classify incident types and service interruptions
• Record incidents cataloging them by symptom and resolution
• Escalating complex or unresolved incidents
• Maintaining coherence (SLA) and information security requirements
• Using different ticketing tools for different clients (Edge and Service Now)
• Organizing and holding team trainings
• Translating articles or templates from English to German language

• Supporting internal users in German and English of the company Umicore, approx. 11,200 users
• Receiving and handling requests for service, following agreed procedures
• Handling calls in an appropriate, timely
• Logging incidents and service requests and maintain relevant records:
• Identify and classify incident types and service interruptions
• Record incidents cataloging them by symptom and resolution
• Escalating complex or unresolved incidents