CURRICULUM VITAE
Name
Address
Telephone
E-mail
Date of birth
Nationality
Imre Gelencsér
Feketegyémánt street 42
8403 Ajka
Hungary
--2 April 1989
Hungarian
Employment to Date/Work Experience
07/2018-04/2019 Self-employed 10-month contract for TATA Consultancy services.
Position: Self-employed
Roles and responsibilities:
Supporting a new Shell Group Support Team, Designing and Optimizing Workflows,
Updating and expanding technical database
Consulting with management
Technical support for Shell Workers
04/2017-07/2018 Transcom Hungary Kft.
Positon: IT support team leader
Roles and responsibilities:
Overall responsibility for managing the support team to ensure delivery of the agreed targets
Reporting upon delivery and manage the day-to-day planning, operations and development of the
support team
To channel the communication between staff members and the management
To align the operation and delivery to the commercial objectives of the company
To manage the workforce and handle the daily needs and issues of the employees
Controlling call and case quality, giving feedback to the agents, creating reports and reporting monthly
quality results to management, planning and implementing actions and trainings to improve quality and
productivity.
Collaboration with HR, reporting recruitment needs, and assisting in interviews.
Management and implementation of all tasks delegated directly by the Operations Manager
Managing and developing work procedures making work more productive and efficient.
05/2016-03/2017 First BusinessPost kft.
Positon: Junior project manager
Roles and responsibilities:
Supervising and coordinating the German projects and ensuring that the deadlines are met
Maintaining contact with customers and partners
Setup and fine-tuning of the document conversion software and testing the documents.
06/2015-05/2016 CPL jobs Hungary Ltd.
Positon: IT support team leader
Roles and responsibilities:
Overall responsibility for managing the support team to ensure delivery of the agreed targets
Reporting upon delivery and manage the day-to-day planning, operations and development of the support
team
To channel the communication between staff members and the management
Reporting monthly quality results to management, coordinating quality control in the support team,
planning and implementing actions and trainings to improve quality.
Collaboration with HR, reporting recruitment needs, and assisting in interviews.
To align the operation and delivery to the commercial objectives of the company
To manage the workforce and handle the daily needs and issues of the employees
Management and implementation of all tasks delegated directly by the Operations Manager
04/2013-06/2015 CPL jobs Hungary Ltd.
Positon: IT support team coach
Roles and responsibilities:
Overall responsibility for training, mentoring, knowledge management, asset and access management
To control and further the quality of work and productivity of the team members
Maintenance of the knowledge base
To ensure that necessary processes and procedures are understood and followed
To provide a higher level of technical support for the team members
To produce reports for the management, help to manage the incoming workload and identify issues within
the support, or the team
To create RCA-s and propose solutions to management
05/2012-04/2013 CPL jobs Hungary Ltd.
Positon: LVL 2 support analyst
Roles and responsibilities:
To provide intermediate level of technical support for the employees of Commerzbank remotely both in
English and German.
04/2010-05/2012 CPL jobs Hungary Ltd.
Positon: LVL 1 support analyst
Roles and responsibilities:
To provide a basic level of technical support for the employees of Vodafone Germany and Vodafone Group,
remotely both in English and German.
Other Experience/Activities
2014
-
Leading 2nd level IT support team transfer from Germany to Budapest. Creating support
processes, training materials and leading knowledge transfer. Actively participating in hiring,
and staffing processes as team leader.
Co leading knowledgebase migration project for second level technical support team.
Participation in knowledge transfer in Germany. Creating training material and leading the
technical training for second level technical support team.
Part time incident manager for 3 months.
Participation in Management training provided by Hewlett Packard. Duration: 6 months.
Education/Qualifications-
Tamási Áron German Bilingual Nationality Grammar School
A level Exam
Languages
Hungarian: native speaker; English: negotiation level; German: negotiation level
Other Skills
Computer literate: Microsoft Office programs and SharePoint including reporting Active
Directory, Microsoft Server 2003, exchange server and BES server Windows OS, Remote
access tools, ITSM Tools
Software management and file management, people management and project management,
training and mentoring, administration, reporting, good communication skills, monotonity
endurance, able to work under pressure, decision making, self-motivation, flexibility, analytical
thinking, continuous improvement
Interests
Video games, Travelling, sports, music and singing, foreign languages, reading, group activities with friends
