Otto Prokop

Experience

• 

  Camp Greylock

  Jun 2014 - Aug 2014

  Support Staff

  • Ensuring the camp's operation by completing the everyday duties• This opportunity highlighted the importance of teamwork for me

• 

  Club Getaway

  May 2016 - Aug 2016

  Support Staff

  • Taking part in the summer camp's daily routine as logistics staff member in a multinational team• Communicating with people from different countries and languages was exciting and challenging

• 

  Merkantil Bank Zrt.

  Sept 2016 - Feb 2017

  Office Assistant

  • Processing incoming leasing bills• General support of senior colleagues • Sorting files on a daily basis and stock-taking• Working in MS Excel and other bank related programs

• 

  Monsanto Company

  May 2017 - Sept 2018

  EMEA Customer Operations Specialist

  • Executing the Order Management process in SAP (SD module)• Creating Sales Orders, Proforma invoices and Deliveries• Responsible for accuracy of Order to Cash documents• Supporting Customer Interface to ensure customer satisfaction• Keeping contact with other departments: Credit, Pricing, Market Specialist, Logistics• Involved in workshop to improve cooperation among departments• Contributing to the higher perfect order rates• Case management in Salesforce.com

• 

  SAP

  Nov 2018 - now

  • Provide end users and customers with a technology driven, industry-leading support experience. • Create knowledge documents to support our customers and to help colleagues prevent future issues (WIKI content, Knowledge Base Articles, Guided Answers).• Resolve known errors by means of SAP Notes, Knowledge Base articles, info docs derived from solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters. • Reproduce customer issues identifying the root cause and interacting with the development team to provide a final solution when required. • Develop and maintain strong working relationships with cross-functional teams within SAP. • Open to new experiences, while learning through daily tasks and targeted trainings. • Handle sensitive escalated customer issues in team environments (swarming) and individual-driven actions (incident solving or real-time support), in all support channels while maintaining a high level of customer satisfaction. • Act as Duty Manager for the incoming queue to ensure fulfilment of customers' SLAs and other contractual KPIs when required by correctly escalating, transferring, and reducing priority on incidents. • Provide Feedback to Development and/or Drive improvement of Knowledge quality in area of expertise, both internally & externally. Show less • Handle sensitive/escalated customer issues in team environments and individual-driven actions, in cooperation with experienced support engineers if necessary while maintaining a high level of customer satisfaction• Resolve known errors by means of SAP Notes, Knowledge Base articles, info docs derived from solved customer incidents, documentation or WIKI• Perform root cause analysis and interact with development team to provide a final solution to customers in complex environments• Create and maintain knowledge documents to support our customers and help colleagues to prevent similar issues or requests. (WIKI content, Knowledge Base Articles, Guided Answers)• Drive improvement of Knowledge quality in area of expertise, both internally and externally• Provide Coaching and Mentoring of new employees• Participate in Real-time support (Expert Chat, Schedule an Expert), weekend support/24x7 support activities• Develop deeper technical skills such as reading code and debugging Show less

  • Senior Solution Support Engineer

    Mar 2024 - now

  • Product Support Engineer

    Nov 2019 - Mar 2024

  • Support Associate

    Nov 2018 - Nov 2019