Karla Molnar

Experience

• 

  HELPLINE

  Apr 2016 - Oct 2023

  Responsible for the incident management process and its progress, ensure the optimal use of the procedures, tools and the incident management efficiency.- working with critical procedures(Mass,Major and high categorized situations)-responsability to communicate all critical Incidents to the client and the affected sites.-to be in a close collaboration with the support groups and to ensure the ticket quality and SLAs are being respected.- to be proactive and to prevent future Mass/Major situations.- to do monthly reports with the analysis of ticket volumes and its category and preset them to the client. Show less LvL 1 customer support- Call/Mail support for the EndUser - Ticket System ServiceNow(USSNow)- Document the Ticket with all the relevant Information for a Problem / Request solution- Helping/ Guide the EndUser to a resolving - Escalate the Ticket to 2-lvl if the topic could not be resolved in the 1-st line- Software deployment via SCCM And manual installationLvL2 customer support - To process lvl 1 Tickets that could not be resolved.- To analyze more intense the problem / request of the EndUser- To analyze Users Errors of Windows via Log files from Event viewer.- To help remedy users issues via regedit.- To access virtual machines for some server troubleshooting.- To support the EndUser remotely for some troubleshooting - Working with Active Directory. Show less

  • Incident Manager

    Feb 2021 - Oct 2023

  • Team Coordinator

    Feb 2018 - Feb 2021

  • Customer Service Agent

    Apr 2016 - Feb 2018
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  Everience Romania

  Oct 2023 - now

  Knowledge Manager

  Creating, Organizing, using and sharing collective knowledge within an organization.As KM you are in a strong collaboration with the client itself, to validate any process or change whitin the organizations.Weekly meeting with the client, to discuss internal inovations.First point of contact if a process is changed or musst be changed.