Akos Szabo
Budapest
Summary
A certified Scrum Master with 5+ years experience in the IT Operations field.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Aviation Service Desk Specialist
Lufthansa Systems Hungária Kft.
4 2021 - Current
- Expedite issue resolution through clear communication between end-users, technical teams, and vendors.
- Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Consistently met or exceeded SLA targets through diligent issue tracking and follow-up activities using Jira, SNOW, Slack, Miro.
- Emphasize continuous improvement by providing constructive feedback to team members and encouraging ongoing learning opportunities.
Senior Operations Engineer
British Telecommunications Kft. International Airlines Group and British Airways Account
07.2020 - 04.2021
- Coordinated and lead high severity incidents and requests, engaged suppliers and vendors
- Ensured updates and high level quality in communication about the progress of the cases to users and managers
- Lead escalations and provided reports to management, sought for new ways to improve service.
Technical Support Analyst
British Telecommunications Kft. International Airlines Group and British Airways Account
02.2019 - 07.2020
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Supported and monitor the network infrastructure of the accounts via ticketing tools (SNOW) and Nagios monitoring system
Education
BSc - English and American Studies
Károli Gáspár University (KRE)
01.2014 - 04.2017
Skills
ITIL Process Knowledge
Team Management
Coaching and Mentoring
Customer service expert
Certification
SAFE 6 Scrum Master
Characteristics
- Practical
- Determined
- Positive
- Maximalist
- Meticulous
- Adaptive
Awards
BSc degree acquired with an honour for thesis excellence / KRE
Timeline
Senior Operations Engineer
British Telecommunications Kft. International Airlines Group and British Airways Account
07.2020 - 04.2021
Technical Support Analyst
British Telecommunications Kft. International Airlines Group and British Airways Account
02.2019 - 07.2020
BSc - English and American Studies
Károli Gáspár University (KRE)
01.2014 - 04.2017
Aviation Service Desk Specialist
Lufthansa Systems Hungária Kft.
4 2021 - Current