Balazs Michelberger

Leading a 9-member team (infrastructure, application server support and service desk colleagues) at customer location supporting 100+ servers and 1500+ endusers Synchronizing daily work among onsite and offsite support teams Lead change & incident and problem management activities within SLA Conduct service review meetings Reporting and escalation to management IT process improvement activities IT related project control to ensure deadline

- Managing our customers’ (Starbev, Inbev, Novartis) server and application environment incidents, issues, orders by coordinating Brazilian, Czech and Indian technical support teams - Problem and change management - Ensuring service level agreement (SLA) for customers - Root cause analysis (RCA) requests and follow-ups - Monthly reporting of CSSR and RU (resource units) results

leading and reporting RWE company related projects like: Web server migration to new server project Blackberry environment migration project Network IP address change concept plan project etc.

- leading a 17-member team and providing IT desk side support for more than 2500 IBM employees in four geographic locations - ensuring daily smooth operation for end users - supporting the Transition Manager in order to build IT environment for newly developed IBM departments - major project management works: • Approval, Holiday and WTR tool update project • PGP (hard drive encryption) deployment for 800 workstations

- leading a five-member team - customising, developing and implementing processes based on IBM IT security policies across the company - gaining useful experiences in IT security audits - major project management works: • PSM process and tool deployment project • Service Activation & Deactivation process and tool deployment project

- remote administration and problem solving of 100+ Windows 2000/2003 servers at IBM Switzerland in an eight-member team - acting as a focal point between the Swiss colleagues and the team - major project management work: • Swiss project: workload transfer project from IBM CH to HU • IBM CH UNIX workload transfer project

- Maintain & administer Windows 2000/ NT4.0 servers for customers - Planning and implementing IT solutions

- major project management work: • physical network environment upgrade in three buildings - Administering Novell Netware 4.11 servers - Administering our local Avaya Lucent Definity PBXs - End user support