Benedek Menyhart

Motivate and inspire team members Escalation handling Improve and define processes based on ITIL Timely communication easy to understand for communication receivers Coordinate with internal and external customers Find existing and future customer needs together with sales and delivery Provide status reporting of team activities Serve as a focal point to communicate and resolve IT related issues with other teams Oversee day-to-day operation Serve as meeting manager

In this role I lead a service desk team which provides technical second line Centre Of Excellence support to multinational enterprise customers. My direct reports are VoiP specialists supporting a Unified Communication (UC) solution. I also ensure quality & quantity KPIs are met. In addition I am required to build and keep up to date the local working instructions and process guide, to recruit new candidates, manage career development of the team members and drive the team to follow ITIL standard processes.

Follow ITIL standard process to manage incident and problem management tickets of VoIP based telecommunication equipment MS UC (Exchange, Lync, SharePoint 2010/2013) admin support Working with Unified Communications and fixed lines, Cisco based solutions with third party vendor solutions. Provide “First Line Resolution Fix” support to our end customers Opening tickets in the relevant service support system Reporting to management Support SMS alert to high level management for Severity 1 issues

Main responsibility was to ensure the safety of the aircraft, passenger and other crew member

General IT, SAP, emergency call handling and mobile phone related support remotely. Cisco IP telephony (creation, maintenance, trobleshooting) MS Unified Communication Support in the following areas: Ms Lync Server Support (2010) MS Exchange Support (2010) MS SharePoint (2010) MS Shell End User VoiceMail maintenance