Zoltán Francz

Lead of team with international colleagues. Responsible to develop infrastructural, methodical or process orientated solutions and set global standards for the International Service Desk, monitor and supervise them. Establish and maintain an effective communication towards the Head of Global Business Operations and all stakeholders. Ensures the team members well-being, improves team work and manages conflicts, support HR topics and career development.

Responsible for Interaction Design for the Avaya ACD telephone system and solutions. Was involved in Request for Proposals (RFPs) to calculate the price of products / services in the bidding process for the pre-sales colleagues. As project manager, developed, planned, and organised infrastructure, innovation, transition and development projects. Responsible for IT Servicemanagement, Consultant and Trainer. ITIL v3 certified. Knows HP SC, HP Service Manager Deputy team leader from the Hungarian team.

Solution Design / Interaction Design (Avaya ACD), but still active within ITSM / Incident management topics and with IT service management tools like Service Center 6 and Service Manager 7. Incident management expert.

SinglePointOfContact for International Customers (CSS part, 1st level, catch-and-dispatch), responsible for documentation and to train new employees. Contact person for SeM.

Support local Windows 98 / XP computers. Installation and monitoring Novell and Linux systems.