Gergo Szucs

Experience

• 

  Pro Football Magazin

  Apr 2010 - Sept 2011

  Journalist

  editing and updating online content

• 

  IT Services Hungary Kft.

  Aug 2011 - Aug 2014

  Change Coordinator and Analyst on the T-Systems and Everything Everywhere accounts August 2011 - May 2012: Orange UK Service Desk Agent, Tier 2June 2012 - : T-Mobile UK Service Desk Agent, Tier 2

  • SDM Associate

    Jun 2013 - Aug 2014

  • Service Desk Agent, Tier 2

    Aug 2011 - Jun 2013
• 

  Zone Blitz Magazine

  Mar 2012 - Mar 2013

  Journalist

  creative writing, online columnist

• 

  TD Magazin

  Sept 2012 - Sept 2014

  Columnist
• 

  BT Group

  Aug 2014 - now

  Key Responsibilities:• Own and drive senior management and president level escalations and major incidents• Assure the correct operation of the regional escalation teams (EMEA, CEE)• Act as a focal point for Service, Account and Project Management teams to ensure escalations are managed to a successful conclusion• effectively handle real time major incidents and escalations• manage customer expectations and perception of BT with a focused commitment• To provide and collate as necessary raw data for Root Cause Analysis• Ensure compliance to end-to-end process.• Shares information and knowledge with team colleagues, coaches less experienced members of the team • Ensure Knowledge of current and new processes is maintained in order to achieve ‘Right First Time’ goals. Show less • Control and manage the operation of 1st and 2nd level • Establishes and maintains a dialogue with technical teams,local providers, customer focals as a single point of contact for specific high focus incidents• Drives the resolution of high focus incidents upon engagement• Control incident management• Represent the Operation Center in telephone conferences, escalations, outage handling• KPI and ticket quality supervision in order to meet standards• Leading shift-handovers• Challenges to achieve/sustain account quality, service levels• Interact with customers and providers• First point of contact for management regarding operational issues• Taking full responsibility for the operations• Ability to influence and collaborate with senior stakeholders and teams across different geographies. Show less • Providing in-depth technical support to customers through Cisco network or equipment monitoring, localisation and remote repair.• Technical awareness, cooperating with internal higher and lower level support (3rd line / 1st line)• Manage supplier activities (e.g. really driving/escalating 3rd party agents to dispatch and repair faults to meet service level agreements).• Provide process improvement input wherever possible• in-depth WAN support both on CISCO designs for business customers Show less

  • Major Incident and Global Escalation Team Manager

    Aug 2024 - now

  • Senior Manager Major Incident Management (ad interim)

    Feb 2024 - Aug 2024

  • Senior Escalation and Major Incident Manager at BT Business

    Oct 2016 - Aug 2024

  • 24/7 Duty Manager

    Jan 2016 - Oct 2016

  • Service Desk Agent 2nd line

    Aug 2014 - Dec 2015