Norbert Rozs

My main duties are to support our 2nd line with the more complex incidents, being proactive and work together with other teams to give better service to one of the Top25 customers of T-Systems. Besides as a senior colleague in our team I train our new colleagues and existing colleagues if needed - both fundamental topics and technical tips and tricks. Third line support provides high-level problem resolution therefore requires complex and comprehensive mindset, good analytical and problem solving skills.

IPLS second level operations -- multicustomer support: I was responsible for managing T-System's IPLS network with more than 100.000+ network devices, CE-PE routing, QoS PHB troubleshooting (support for customer LAN), WAN access troubleshooting (FR, ATM, PoS, ETH, and so forth..), troubleshooting VoIP problems from WAN point of view and supporting customers, troubleshooting routing problems (PBR, route tagging, filtering), giving technical support for customers who have unoptimized links..

Service Competence Center - 2nd line support for Top25 customers of T-Systems: CE-PE routing, QoS PHB troubleshooting (support for customer LAN), WAN access troubleshooting (FR, ATM, PoS, ETH, and so forth..), troubleshooting Cisco VoIP problems from WAN point of view and supporting customers, troubleshooting routing problems (PBR, route tagging, filtering), giving technical support for customers who have unoptimized links. I had to respect to all customer needs - I became very customer oriented.

Service Integration Center - extended first line support for top customers of T-Systems (temporary role).

Main courses: -- Networking -- Operating systems -- ERP systems -- Automatisation -- Programming -- Digital technologies/circuits College degree thesis: CAT5 Ethernet cable tester (with microcontroller + LCD display)