Hi, I'm Réz Levente

Security Incident Detection and Analysis:

• Detection and analysis of IT security incidents in customer environments.
• Monitoring systems and networks to identify suspicious activities and potential threats.
• Investigation of security alerts and assessment of their impact and severity.
• Documentation of findings and preparation of detailed security reports.

Threat Monitoring and Vulnerability Management:

• Tracking emerging IT security threats, including vulnerabilities, zero-day exploits, and malware.
• Creating and fine-tuning detection rules to identify threats in client environments.
• Monitoring security advisories and ensuring up-to-date protection measures.

Log Analysis and Network Monitoring:

• Analysis of logs from security systems (proxy, antivirus, WAF, IDS, web servers, DNS).
• Performing PCAP analysis to investigate network traffic anomalies.
• Applying knowledge of OSI and TCP/IP models to identify and troubleshoot network-related issues.

Malware Analysis:

• Analyzing malicious code in sandbox environments to understand behavior and impact.
• Supporting incident response with detailed technical analysis of malware samples.

Incident and Change Management:

• Handling security-related incidents following established change and incident management processes.
• Coordinating response actions and documenting all activities according to internal procedures.

Technical Skills and Continuous Development:

• Applying knowledge of Windows and Linux operating systems in security investigations.
• Using basic scripting skills (Python, Bash, JavaScript) to support automation and analysis tasks.
• Ensuring continuous security monitoring.
• Maintaining strong communication skills in English and Hungarian.

Operating System Upgrades:

• Upgraded company laptops from Windows 10 to Windows 11 according to internal IT procedures.
• Prepared each device for the upgrade by confirming data backups and checking compatibility.
• Installed all necessary system updates, drivers, and security patches.

Data Backup and Restoration:

• Confirmed with users whether personal or work data was backed up before the upgrade.
• When needed, securely copied user data to external drives before performing installations.
• Restored files, settings, and applications after the upgrade process was completed.
• Ensured that no data was lost or compromised during the transition.

Application Setup and User Support:

• Ensured all required software and permissions, including administrator rights, were correctly assigned.
• Assisted users with login issues, software access, and other post-upgrade questions.

User Communication and Scheduling:

• Contacted employees to explain the update process and schedule appointments.
• Booked upgrade sessions and managed daily and weekly update calendars.
• Recorded completed tasks, updated internal logs, and reported daily progress to supervisors.
• Monitored scheduling, inventory, and upgrade documentation to maintain accuracy.

Storage and Inventory Management:

• Worked in the storage area to organize, prepare, and process laptops for deployment.
• Scanned and logged laptops being sent to or received from external warehouses.
• Reinstalled operating systems on older or returned devices for reuse or storage.

Technical and Problem Solving Skills:

• Diagnosed and resolved minor software, hardware, or connectivity issues during upgrades.
• Escalated complex technical problems to senior IT staff when needed.
• Applied troubleshooting techniques to ensure smooth and reliable system performance.

Leadership and Team Coordination:

• Supervised a team of customer service representatives handling inbound calls and online inquiries through the national 1818 government helpline.
• Provided daily guidance, task delegation, and performance monitoring to ensure high-quality service delivery.
• Conducted coaching sessions, shared best practices, and supported team members in complex administrative or technical cases.
• Ensured compliance with internal service standards and confidentiality requirements.

Quality Assurance and Process Improvement:

• Monitored service quality, accuracy, and response time, implementing corrective actions when needed.
• Contributed to the development and optimization of internal workflows, scripts, and knowledge base materials.
• Analyzed feedback, call statistics, and performance reports to identify areas for improvement.

Advanced Customer Support:

• Handled escalated cases and sensitive citizen inquiries requiring advanced knowledge of administrative procedures.
• Provided expert assistance on complex topics related to e-government systems, including Ügyfélkapu, Cégkapu, and other digital administration tools.
• Coordinated with governmental departments and IT specialists to ensure accurate and timely issue resolution.

Training and Knowledge Development:

• Organized onboarding and refresher trainings for new and existing team members.
• Developed internal guides and reference materials to standardize customer communication and support processes.
• Stayed current with changes in public administration laws, digital platforms, and government policies.

Reporting and Communication:

• Prepared daily and weekly performance summaries for management.
• Maintained transparent communication channels between the customer service team and supervisory staff.
• Represented the team in internal meetings and contributed to departmental improvement initiatives.

Customer Assistance and Inquiry Handling:

• Handled inbound calls and written requests through the 1818 government customer service line.
• Provided accurate and timely information to citizens regarding public administration procedures and digital government services.
• Answered general inquiries, guided users through online platforms, and supported access to official e-services.

Administrative Support and Data Management:

• Logged, tracked, and categorized all customer interactions in the internal CRM and ticketing systems.
• Maintained up-to-date records to ensure accuracy and compliance with internal regulations.
• Assisted in verifying user identities and processing administrative requests according to established protocols.

Government Service Guidance:

• Informed callers about the use of online administration tools such as Ügyfélkapu and Cégkapu.
• Explained required documentation, deadlines, and procedures for various public services.
• Ensured that all communication followed government standards and confidentiality policies.

Problem Solving and Escalation:

• Identified recurring or complex cases and escalated them to relevant departments or specialists.
• Provided feedback to improve knowledge base articles and internal workflow efficiency.
• Applied critical thinking to deliver accurate and citizen-friendly solutions.

Professional Communication and Teamwork:

• Maintained a polite, professional, and empathetic communication style at all times.
• Collaborated with team members to ensure consistent service quality and meet daily performance goals.
• Participated in regular training sessions to stay updated on new administrative procedures and digital tools.

Customer Support and Problem Solving:

• Handling inbound customer calls related to home internet, television, and mobile services.
• Responding to technical, billing, and account-related inquiries, while providing step-by-step support.
• Ensuring clear, professional, and empathetic communication to deliver a positive customer experience.
• Diagnosing service issues, guiding customers through troubleshooting processes, and escalating more complex cases to technical specialists when necessary.

Product and Service Advisory:

• Supporting customers in understanding service options, promotions, and package upgrades.
• Recommending personalized solutions to improve service quality and customer satisfaction.
• Processing service modifications, new orders, and cancellations in the internal CRM system.

Administration and System Usage:

• Accurately documenting customer interactions and case resolutions in company databases.
• Maintaining up-to-date knowledge of Telekom’s home and mobile service portfolio and applying it in daily work.
• Strictly following internal policies regarding data protection, billing, and contract management.

Customer Retention and Satisfaction:

• Identifying opportunities to retain existing customers through proactive service and personalized offers.
• Contributing to team performance KPIs, with a focus on customer satisfaction, response time, and resolution rate.
• Receiving positive feedback from customers and management for professional and solution-oriented customer handling.

Collaboration and Continuous Development:

• Closely collaborating with colleagues across departments to ensure fast and efficient problem resolution.
• Participating in professional training sessions to stay up to date with new systems, services, and workflows.
• Sharing best practices and professional experience with colleagues to continuously improve team performance.