Tibor Miklos

Experience

• 

  Alcoa

  Sept 2011 - Jun 2012

  IT Specialist Software & Hardware Support

  Windows install, recovery, backup supportRemote monitoring L2-L3 Technical supportSLA process based workAdministration in Remedy ticketing toolActive Directory User administration, Security and Desktop supportSoftware install, software support debugging, troubleshooting

• 

  IBM

  Dec 2012 - Jul 2016

  Lead/Moderate Management meetingsCreate educational materials, organize/lead educations Create and maintain process improvement plansCreate and Present KPIs to the Top ManagementSME in Remedy Ticket Management tool for Incident, Change and ProblemSeason ticket, claim and time sheet focal pointCreate and lead quarterly F2F conversationsCreate/Lead projects,auditsGlobal Process Owner for Change Management NordicResource Management responsibleTrack incident queues, create ad-hoc High Level Management meetings Show less Lead/Moderate Management meetingsCreate educational materials, organize/lead educations Organize domestic/international business tripsCreate and maintain process improvement plansCreate and Present KPIs to theTOP ManagementSME in Remedy Ticket Management tool for Incident, Change and ProblemSeason ticket, claim and time sheet focal pointCreate and lead quarterly F2F conversationsCreate/Lead projects and auditsGlobal Process Owner for Change ManagementResource Management responsibleTrack incident queues, create ad-hoc High Level Management meetings Show less

  • Incident Problem & Change Team Leader

    Sept 2015 - Jul 2016

  • Change Management Team Leader

    Feb 2014 - Aug 2015

  • Change Manager

    Dec 2012 - Jan 2014
• 

  K&H Group

  Aug 2016 - now

  Incident and Problem Manager

  Manage Major incidentsCreate regular Post Incident reviews and RCAs.Incident and Problem Management process ownerLead proactive and reactive Problem investigationsManager on Duty 7/24Analytics reports in Service Now and Powerbi