Katalin Pfiffer

Experience

• 

  Szondaphone Ltd

  Oct 2008 - Nov 2009

  MALÉV Service Desk Agent

  ▪ Customer Service▪ Providing flight ticket related support (dealing with German and English customer calls) - selling and changing existing flight tickets; ▪ Informing customers about general aviation and specified Malev rules; ▪ Holding on the job trainings for New Hires

• 

  Unisys

  Dec 2010 - Oct 2014

  • Managing the ITIL Change Management Life Cycle in an IT Infrastructure environment. Delivering Service Deliverables to the Customer at a high level of professional services incorporating responsibility• Maintaining of the client specific procedures and work instruction documents; Participating in client specific change management’s audits• Ensuring that the Change Management Life Cycle is managed from the end to end process to a successful completion and that the correct approval process is followed Show less ▪ Providing advanced technical assistance to computer system users. (Advanced troubleshooting – mainly Cisco Systems (VPN Client, CUPC), Citrix XenApp, Printing issues; MS Office based IT Issues by OS Windows XP and Windows 7)▪ Providing technical assistance to computer system users within scope (troubleshooting IT issues, answering IT related questions, processing incidents and requests)▪ Documenting all reported incidents, requests, problems or questions in accordance with the current processes. ▪ Working together with SMEs and Team Leads to discuss improvement possibilities for a better technical support for customers.▪ Customer specified and Advanced Troubleshooting Training for New Hires. Show less ▪ Providing advanced technical assistance to computer system users. (Advanced troubleshooting – mainly Cisco Systems (VPN Client, CUPC), Citrix XenApp, Printing issues; MS Office based IT Issues by OS Windows XP and Windows 7)▪ Providing technical assistance to computer system users within scope (troubleshooting IT issues, answering IT related questions, processing incidents and requests)▪ Documenting all reported incidents, requests, problems or questions in accordance with the current processes. ▪ Working together with SMEs and Team Leads to discuss improvement possibilities for a better technical support for customers.▪ Customer specified and Advanced Troubleshooting Training for New Hires. Show less

  • Change Manager

    Jul 2013 - Oct 2014

  • 2nd Level Support Agent

    Jun 2012 - Jul 2013

  • Service Desk Agent

    Dec 2010 - Jun 2012
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  IBM

  Jul 2015 - Apr 2016

  - Reported deviations to be coordinated until there is a process accepted and approved for it- risk reporting in an appropriate way for different audiences- risk assessment, which involves analyzing risks as well as identifying, describing and estimating the risks affecting the business- providing support, education and training to staff to build risk awareness within the organization- conducting audits of policy and compliance to standards, including liaison with internal and external auditors- review and approval of risk documentation- lead of processes for the given compliance areas Show less responsibility for audit readiness, business controls, and compliance within the accounts and services supportedacting as a delivery focal for auditors, security asset and risk management audit & compliance practitionersensuring audit readiness and compliance to contractual requirements, company and client security documents, global process documents, and security self-assessment workbooks with particular focus on process control points, execution of primary controls, and artifact creation and retention Show less

  • IT Risk Manager & Team Leader

    Nov 2015 - Apr 2016

  • Compliance Specialist

    Jul 2015 - Apr 2016
• 

  World of Katie

  Sept 2015 - Dec 2019

  Founder and Blogger

  www.worldofkatie.com World of Katie is a Fashion and Lifestyle blog focusing on Hungarian Designers. The goal of the webpage is to show the talented members of the Hungarian fashion scene. Interviews, outfit entries and event reports.

• 

  Deutsche Telekom IT Solutions HU

  Jul 2021 - now

  ▪ Effectively communicate priorities, functional and performance requirements to team leads and team members to drive daily/weekly tasking▪ Single-point of contact for SDeM regarding Mainframe related services▪ to ensure that customer request are being fulfilled in operation and the cost of the services are paid by requestor ▪ involved and responsible in any customer related decision affecting Mainframe Services (Change approval, Projekt coordination, Major Incidents)▪ to create and be responsible for Charging Forecast – based on customer request behaviour and experience▪ being responsible for creation of several chapter of the Operation Manual and giving assistance for SDeM by the update Show less

  • Service Delivery Manager

    Feb 2024 - now

  • Squad Leader - Mainframe key customer

    May 2022 - Mar 2024

  • Operation Manager Mainframe

    Apr 2016 - Mar 2024

  • Squad Leader -German customers Mainframe

    Jul 2021 - May 2022