Zsolt András Kassai
Problem Management Professional
4024 Debrecen, Teleki utca 16. 2/6.
Summary
With over a decade of professional experience in IT and network operations, my expertise lies in incident, problem and stakeholder management. Skilled in analyzing and resolving complex technical issues, implementing preventive measures and collaborating with cross-functional teams to enhance IT service quality. Seeking a challenging Problem Manager role in a dynamic and innovative organization.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Problem Management Professional
British Telecom
01.2020 - Current
- End to end, dedicated responsibility of the problem management process for a bespoke customer;
- Own the creation of post incident reviews, RCAs and comprehensive problem reports;
- Collaborate closely with internal and external cross-functional teams to gather the necessary input about the root cause within SLA targets;
- Elaborate and conduct the implementation of corrective / preventive actions to eliminate incident re-occurrences;
- Stakeholder management;
- Build strong customer relationship, achieve open communication;
- Maintain knowledge articles, process documentation;
- Develop a comprehensive problem tracking system that improves the visibility of ongoing issues;
- Escalation management;
- Actively participate in new joiner trainings;
- Tools: ServiceNow, NGSD, ITSM.
Senior Network Technical Support Engineer
British Telecom
01.2018 - 01.2020
- Handle technically complex incidents and changes on various network platforms (MPLS, SDWAN, WAN-LAN, WIFI, Voice);
- Experience with CISCO switching and routing, configuration, hardware replacement;
- Live troubleshoot with the customer representative and technical teams (internal and external);
- Provide training to junior staff members on networking concepts, tools and best practices;
- Tools: ITSM, NGSD, Expedio, SM9.
Lead Incident Manager / Network Administrator
Deutsche Telekom IT Solutions
01.2015 - 01.2018
- 2nd level network support;
- Investigate and diagnose incidents to restore a failed IT Service;
- Prioritize based on urgency, escalate incidents at risk of breaching SLA;
- Document troubleshooting steps and service restoration details;
- Verify resolution with users and resolve the incidents in ITSM / Remedy.
Education
Bachelor of Science - Agricultural Computer Science
University of Debrecen
Debrecen, Hungary 04.2001 -
Skills
Customer focused approach
Ability to work under pressure
Strong interpersonal and communication skills
Leadership
Critical thinking
Ownership
Stakeholder management
Deep technical understanding
ITIL Foundation Knowledge
Cisco CCNA knowledge
Timeline
Problem Management Professional
British Telecom
01.2020 - Current
Senior Network Technical Support Engineer
British Telecom
01.2018 - 01.2020
Lead Incident Manager / Network Administrator
Deutsche Telekom IT Solutions
01.2015 - 01.2018
Bachelor of Science - Agricultural Computer Science
University of Debrecen
04.2001 -
Similar Profiles
Rahul RazdanRahul Razdan
PMO Coordinator at British TelecomPMO Coordinator at British Telecom
Aheli ChakrabortyAheli Chakraborty
Accounts Receivable Team Leader at British TelecomAccounts Receivable Team Leader at British Telecom
Ranadip GuhaRanadip Guha
Client Services Professional - Service Manager at British Telecom India Pvt. Ltd. (BT Global)Client Services Professional - Service Manager at British Telecom India Pvt. Ltd. (BT Global)
Arijit MajumdarArijit Majumdar
In-life Lead: E2E L2C Product Orchestration at British Telecom India Pvt. Ltd.In-life Lead: E2E L2C Product Orchestration at British Telecom India Pvt. Ltd.
Ragány ZoltánRagány Zoltán
Program Manager ESegment at BorgwarnerProgram Manager ESegment at Borgwarner