Zoltan Papp

As an experienced IT professional with strategic mindset operates as a liaison between technology and business requirements, converting intricate operational and customer requirements into workable, scalable IT solutions via sophisticated capacity management. I provide a solid grasp of current technologies and market trends to assist enterprise IT operations, along with extensive experience in networking, cloud architecture, and data centre environments. Where practical, I also introduced automated testing CI/CD pipelines.

My approach combines Agile thinking and DevOps concepts with a strong ITIL framework to decide the optimal path of action for reaching continuous operation improvement. Whether that means automating processes or optimizing support pipelines, uncover the underlying, main causes of incidents, gather and compile data by talking with end users, focusing at the source of the issue, assess the critical details of any unanticipated disruptions, and evaluate the risk level to the business and its customers. I can identify operational inefficiencies and build strong connections with accountable colleges since I see every interaction as an opportunity to improve the user-customer experience, raise satisfaction, and strengthen IT service provider business alignment. skilled in applying innovative technical solutions, effective communication, and a great commitment to provide first-rate customer service to match the supply of IT support with business goals.
Working closely with the support team together, involving numerous cases, making sure that any necessary changes were identified, frequently setting policies and objectives, putting detailed plans into action for productivity, creating comprehensive guidelines, manuals, committing trend analysis, and updating knowledge base documentation, defining roles, providing advice, and identifying best practices (sometimes educating during standup meetings and training) for Helpdesk operators and back office administrators, as well as providing all the necessary software updates during configuration management to the call centre operators in order to provide the desired service levels, improve KPI metrics of the business, and enhance overall performance.

Certified Scrum Master

Agile Coach

Teacher - diploma