Andrew Andras Molnar
CUSTOMER SERVICE SPECIALIST, SERVICE DELIVERY, TECHNICAL SUPPORT, RECRUITMENT
Summary
A natural problem solver, customer-focused, multi-talented professional with a successful 20-year career in the IT and Customer Services sector. Excellent reputation for resolving problems and improving customer satisfaction. Also skilled in IT recruitment and working in a remote and international environment. Highly efficient work methods.
"Everything can be achieved with smart solutions, innovation and dedication."
Overview
20
20
years of professional experience
25
25
years of post-secondary education
2
2
Languages
Skills
Customer Services
Service Delivery
Technical Support
Sales ExperienceInterpersonal SkillsBusiness DevelopmentProject ManagementManagement
Problem Solving Skills
Bilingual speaker English-Hungarian
Recruitment
Work History
Customer Success Manager, Recruitment Coordinator
Outsourced Staff Australia
10.2017 - Current
- Based in Hungary-EU, we provide Remote Staffing and Remote Tech Solutions to the UK and Australian market
- My role is to manage the entire customer journey from pre-sales to onboarding
- I also look after the tech team onboarding, partner channels, sales processes and recruitment.
Sales Consultant Part Time
Computherapy
07.2022 - Current
- I represent a group of Software development companies.
- Coordinated web marketing strategy, sales presentations to communicate product features and company profiles.
- I manage marketing and sales coordination between internal and external teams.
- I handle incoming product enquiries and manage the transition between sales and project management.
Help Desk Support Team Manager
NCM Ltd UK
06.2020 - 02.2022
- As a remote extension to the local UK support team, we handled incoming support enquiries and daily technical job allocation for NCM to help with their daily operations which included liaising with NCM engineers and clients to ensure all jobs get attended to and resolved according to guidelines.
- My roles were to establish the help desk team operation and ensure continuous high standards of operation.
- According to NCM we have overachieved expectations in a short period of time.
Client Services Specialist, Business Manager
Hungarominibus Ltd UK
11.2019 - 11.2021
- In this part time role, I coordinated journey schedules to keep trips fully booked yet comfortable for passengers.
- Updated, managed and executed business plans to achieve company vision and objectives.
- Kept the company operational during the first few waves of the COVID 19 pandemic.
- Setup a new offering of Pet Transport, implemented the necessary processes and guidelines and compiled training materials for new and existing team members.
- Managed hiring processes for new staff and drivers.
- Supported business management projects by monitoring and tracking risks, issues and action items.
NOC Support Engineer Team Leader
ITNC Australia
Sydney
11.2019 - 06.2020
- I was tasked with setting up a remote NOC support team to handle overnight monitoring and support for all of ITNC' client IT infrastructure.
- I managed to set up a cost effective remote solution in Hungary under my direct supervision.
- I managed a team of 7 engineers and acted as the link between the Australian and Hungarian teams. We used the Connectwise remote monitoring and management platform as well as direct remote management and troubleshooting in individual cases.
Technical Support Lead, Business Manager
Best Solution
Sydney
01.2018 - 01.2019
- I operated a Computer Repair store in Sydney where I was directly sharing technical responsibilities as well as customer support and managing the business itself.
- Our customer base consisted of residential clients as well as small businesses in the area.
- We looked after in- store repairs as well as onsite and remote - support quiries.
Technical Team Leader and Business Manager
Verifone Australia
01.2012 - 01.2017
- As a contractor and Master Technician I was leading a team of up to 30 EFTPOS field engineers contracting to Verifone Australia, servicing locations nationally from the smallest towns to the largest, such as Sydney.
- I successfully developed the operation starting with a single engineer to reaching a team of up to thirty at 25 locations Australia wide in two years’ time, achieving a very high customer satisfaction ratio.
- As a team, we completed hundreds of jobs on a weekly basis with tightly measured SLA.
- Customer Services and Technical Support played an equal part in daily operations.
- My main role was to ensure continuous high standards of operation which included the management of all subcontractor and team members.
Owner, Technical IT Engineer, Customer Support
Computer Troubleshooters North Sydney
Sydney
01.2009 - 01.2014
- I built this business from the ground up
- Our focus was on onsite and remote IT services for small to medium businesses in the Sydney Metro area
- Customer retention ratio had been near 100% at all times
- I drove this business with a passion which reflected in the results
- I sold the business with well over 150 loyal active customers
- Apart from first class technical work, customer success and employee management were key factors in its success
- I took part in everyday technical duties as well as managing all aspects of the business.
- We were at the forefront of remote innovative troubleshooting and remote management at the time.
Customer Service Software Support and Internal IT Manager
Rockend Technology
Sydney
01.2005 - 01.2009
- This was my first full time IT career role in Sydney where I began working as an in-house junior IT engineer and customer service representative, providing technical and software support for clients over the phone and remotely.
- I was also responsible for internal IT operations liaising with external suppliers.
- I have achieved senior status in a relatively short period of time, proving my versatility, dedication and being a jack of all IT trades, as well as showing strong competency in customer services.
- When I moved to my next role, Rockend became my first contractual customer and had continually referred their clients to my new business venture over the following years. This had proven to be a great success.
Education
Course - Decentralized Finance Infrastructure
Duke University Online
Online 12.2021 - Current
Various Courses And Materials - Information Technology
Various Online Self Studies
Remote 10.2004 - Current
Microsoft Network And Server Engineering -
Microsoft
Sydney Australia 01.2003 - 01.2004
Advanced Diploma - IT And Multimedia
Sydney Business And Travel Academy
Sydney Australia 06.2001 - 09.2003
National Diploma With Honors - Building Infrastructure Engineering
Technical High School
09.1993 - 05.1997
Accomplishments
- Assembled and supervised a team of 30 staff members during a contract period for Verifone Australia in a highly successful manner. Started with a single engineer and worked my way up to 30 members nationally even at the hardest to source locations in the Australian Outback.
- Established EU operations for Outsourced Staff Australia.
- Broke the barrier to establish a remote help desk team for NCM Ltd UK successfully. NCM expressed their thanks to say their fears of remote support teams were unfounded.
- Managed to keep Hungarominibus Ltd operational and added new services during the toughest periods of the COVID 19 pandemic.
- Successfully established a fully remote NOC team for NCM Australia in the EU.
- Successfully setup a new IT franchise in Sydney which became one of the most successful ones in Australia within the franchise group.
- Multiple team members were required to replace my position at Rockend Technology after my departure in the IT management, Customer Software support and collaboration services.
Timeline
Sales Consultant Part Time
Computherapy
07.2022 - Current
Course - Decentralized Finance Infrastructure
Duke University Online
12.2021 - Current
Help Desk Support Team Manager
NCM Ltd UK
06.2020 - 02.2022
Client Services Specialist, Business Manager
Hungarominibus Ltd UK
11.2019 - 11.2021
NOC Support Engineer Team Leader
ITNC Australia
11.2019 - 06.2020
Technical Support Lead, Business Manager
Best Solution
01.2018 - 01.2019
Customer Success Manager, Recruitment Coordinator
Outsourced Staff Australia
10.2017 - Current
Technical Team Leader and Business Manager
Verifone Australia
01.2012 - 01.2017
Owner, Technical IT Engineer, Customer Support
Computer Troubleshooters North Sydney
01.2009 - 01.2014
Customer Service Software Support and Internal IT Manager
Rockend Technology
01.2005 - 01.2009
Various Courses And Materials - Information Technology
Various Online Self Studies
10.2004 - Current
Microsoft Network And Server Engineering -
Microsoft
01.2003 - 01.2004
Advanced Diploma - IT And Multimedia
Sydney Business And Travel Academy
06.2001 - 09.2003
National Diploma With Honors - Building Infrastructure Engineering
Technical High School
09.1993 - 05.1997