Gábor József Sturcz
Budapest
Summary
Accomplished Technical Service Manager with years of progressive experience in IT service management, cloud technologies, and customer support. Demonstrates a proven track record of delivering exceptional service for major clients, including managing one of Vodafone's largest Cloud and Security customers. Expert in VMware Cloud solutions and advanced security products such as IPS and Endpoint protection, with a strong ability to lead and coordinate multiple technical teams to ensure top-tier service delivery.
Overview
8
8
years of professional experience
Work history
Technical Service Manager
Vodafone Intelligent Solutions
Budapest
07.2022 - Current
- Supporting one of the biggest Cloud and Security customer of Vodafone
- Technical knowledge in VMware Cloud and relevant security products on the market (IPS and IDS solution, Enterprise-grade endpoint protection, etc..)
- Managing multiple teams to provide service to the highest standards
- Fulfilling service manager and knowledge manager role on the account
- Closely collaborating with project and transition teams, over-watching the implementation process of new projects
- Ensuring to meet the highest quality standards and hit the CSL and KPI metrics
- Running CSI to segments where improvement is needed
- Supporting the client in German and English language
Help Desk Analyst L2
Getronics
Budapest
01.2022 - 07.2024
- Coordinating and managing L1 service desk agents
- Developing new support processes and tailoring existing ones
- Hosting Q&A Sessions with the customer
- Expertise in troubleshooting corporate applications (SAP, Active directory etc)
- Supporting the customer in German and English language
Service Desk Analyst
Tata Consultancy Services
Budapest
04.2021 - 07.2024
Service Desk Specialist
Cognizant Technology Solutions
Budapest
09.2019 - 04.2021
- Expertise in Windows server management and SQL environment
- Experience in ServiceNow ITSM tool
- Providing support for stores
- Supporting Customer in German and English
Technical Support Analyst
Covalen
Budapest
01.2017 - 08.2019
- Experience with BMC Remedy
- Carrying out L1 troubleshooting and administrative tasks
- Ensuring that ticket SLA is met
Education
Commerce and Marketing
Budapest Business University
Budapest 09.2016 - /2020
Skills
- ITIL® v4 Foundation certified
- Proficiency in German and English language
- Strong verbal and written communication skills
- Customer satisfaction focus
- Analytical thinking
- Ability to perform under pressure
Timeline
Technical Service Manager
Vodafone Intelligent Solutions
07.2022 - Current
Help Desk Analyst L2
Getronics
01.2022 - 07.2024
Service Desk Analyst
Tata Consultancy Services
04.2021 - 07.2024
Service Desk Specialist
Cognizant Technology Solutions
09.2019 - 04.2021
Technical Support Analyst
Covalen
01.2017 - 08.2019
Commerce and Marketing
Budapest Business University
09.2016 - /2020
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