András Fejér has over 15 years of experience in technical support roles. He currently works as a Senior Technical Support Engineer for Avaya, where he provides tier 3 support for IP Office products and collaborates with partners and departments. Previously, he worked at Transcom Hungary for over 7 years managing a service desk and supporting various telecommunication systems including Avaya, NICE, and HP Qfiniti. He holds a degree in Quality Control Management from Budapest Tech Polytechnical College.

1. 2083. Solymár, Phone: +3620-3205088 Külső
Bécsi út 14. E-mail:anduur@gmail.com
András Fejér
PERSONAL
DETAILS
WORK
EXPERIENCE
Date of birth: 30.07.1982
Place of birth: Pápa
Nationality: Hungarian
Genre: Male
2015- : Avaya
Senior Technical Support Engineer - AIPS
- Tier3, Backbone engineer at Small and Midmarket business area
- Supporting and troubleshooting IP Office product family with all adjuct
features (IP500V2, IP500 UCM, VoicemailPro, Avaya Contact
Recorder/Contact Store, IPO RRC, One-x Portal, One-x Mobility
- Cooperating with business partners, and different internal
departments to investigate wide range of issues in regards of highest
customer satisfaction.
2007-2015 : Transcom Hungary Kft.
Service desk analyst
 Keeping daily contact with costumers in English
 Managing CRM, Remedy Action Request system
- Taking care of incident and request tickets according to ITIL
- Collecting and checking necessary information
- Assigning tasks to operative teams
- Keeping management and costumers informed
 Doing basic tasks regarding pc, network and user accounts
- Installing and taking care of software based on Windows, Windows
NT and Windows Server 2003
Manage network accounts
 Learning to manage installed telecommunication system

2. Global Telecommunications Systems Junior Specialist
 Manage telecom systems in company’s contact centers
(Avaya Definity, -CM, -SP, -SMGR, SM, -CMS, CT, AES, HP Qfiniti,
NICE, Mosaix, ACME Packet)
- Managing and developing inbound and outbound telephony
campaigns in contact center circumstance.
- Managing and installing CMS and Mosaix reporting applications
- Making and managing user accounts and rules
 Manage support activity of HP Qfiniti online digital recording system
- Making reports of project status
- Maintaining of database, voice and video recording
- Maintaining Microsoft SQL Server data tables
- Developing voice and video recording plans
- Managing recording related requests, incidents, changes, problems
- Managing system stability projects in corporate of E-Talk support,
Dallas
- Making and publishing user guides
- Managing and tuning the monitoring system and proactive action
plans
2010 - : achieve membership in 2
nd
line Telecom Support Team
2011.03 - : Global Telecommunications Systems Senior
Specialist
- Making the handover of 1
st
line tasks
- Managing Avaya Automatic Call Distribution related request items,
changes, incidents. Ensuring proper set up and configuration of
vectors, VDNs, skills, and other ACD related objects, reporting and
accounting systems
- Supporting within the integration of CTI applications and other related
applications such as predictive dialers (ie.Altitude, Mosaix),
accounting (Phonex) and voice recording systems (NICE, Qfiniti)
- Provide phone and remote service assistance
- Coordinate warranty and non-warranty repair work
- Shadowing hardware installation and doing configuration and
maintenance
- Escalate to other IT dept. or 3
rd
party vendors (Avaya, HP, ACME
etc.) and tracking until the resolution
- Contributing in development of team mates
- In collaboration with IT Application and Infrastructure Architect teams
performing 2
nd
line support based on ITIL.
- Supporting global or regional projects for implementing new
applications or new releases or existing

3. - Shadowing the implementation of B2B SIP infrastructure based on
ACME Session Border Controller solution, and Avaya SMGR, -SM
- Keeping up-to-date area related internal knowledgebase and
preparing documentation, procedure definitions in order to
ensure effective support work and knowledge transfer toward 1
st
line
support units
2013.08 - : Subject Metter Expert of HP Qfiniti recording Solution
- Besides existing tasks of Global Telecommunications Systems Senior
Specialist position developing and installing the HP Qfiniti recording
solution on online and local platforms
- Mentoring team mates
2006: PEMÜ Műanyagipari Zrt.
Traineeship
 Making thesis
 Production process monitoring
 Making checklist about failures of the production of plastic parts
fabricated for “Magyar Suzuki Zrt” to reduce waste product in
according to ISO 9001

 Training employees about quality control
2004-2006: Szilektro Bt.
 Installing home security systems
 Installing joined GSM hardware and application
 Working as building electrician
EDUCATION 2003-(2007) Budapest Tech Polytechnical College, Technical Manager
faculty,
Degree to be in Quality Control Management
PERSONAL
SKILLS
 B category driving license
 Good facility of problem solution
 Exactitude
 Ability of quick learning and conformity
 Team worker with own ideas, having ability to motivate others
 Flexibility
 Patience
 Mother tongue: Hungarian
 C type intermediate language exam (2002)