Bálint Lakatos

Escalated urgent cases with financial and reputational impact to resolve team for timely resolution.

Managed ResolveIT requests while ensuring administrator rights and passwords were current. Worked with EERS system, assisting with reviews and entitlement revocation issues. Managed the Triage & Dispatch queue for proxy, firewall and server issues.

Collaborated with Citi IT chatbot team to improve ticket submission experience for colleagues.

I reached ticketing master of month on multiple occasions, and quality scores above 90% consistently.

• Used support tickets to track and speed up incidents.
• Guided users through problem resolution steps verbally and via written instructions, enhancing their understanding of systems.
• Achieved excellent client satisfaction by delivering exceptional and attentive service.
• Trained staff on the use of new technologies and software, enhancing team capabilities and improving workflow efficiency.

Handled service line calls for clients in Portuguese and English, assisting with installation issues and password resets via Avaya, and documenting processes in ServiceNow.

• Troubleshot system and network problems, diagnosing and resolving hardware and software faults.
• Configured and maintained computer systems and networks, ensuring reliable IT infrastructure for users.
• Installed and configured computer hardware operating systems and applications.
• Installed new hardware and software to meet system specifications and user needs.
• Updated software for new functionality and improved security.
• Cultivated strong working relationships with colleagues across the business, improving collaboration and enhancing IT support capabilities.
• Assessed IT equipment levels and ordered new equipment based on demand.