Tamás TÖRÖK
Brasov
Summary
Dynamic and results-oriented Technical Support Team Manager with a proven track record in IoT research and development, technical training, and client relationship management. Leveraging extensive expertise in technical proficiency, business acumen, and analytical problem-solving to drive performance improvement and ensure optimal resource and time management. Seeking to contribute leadership and strategic vision to a forward-thinking organization. Experienced Technical Support Manager well-versed in infrastructure, security planning, and daily operations management. Forward-thinking and strategic leader with over 12 years of experience in IoT and Public Lighting Management. Recognized for cost-effective system improvements, operational streamlining and positive leadership style.
Overview
15
15
years of professional experience
Work History
Technical Support Manager
FLASHNET SA, part of Lucy Group
09.2016 - Current
- Lead a team of technical support specialists in providing exemplary support for IoT products, ensuring prompt issue resolution and customer satisfaction
- Spearhead IoT research and development initiatives, collaborating with cross-functional teams to identify opportunities for product enhancement and innovation
- Develop and deliver comprehensive technical training programs for internal staff and external clients, focusing on product features, troubleshooting techniques, and best practices
- Conduct product demonstrations and presentations to showcase capabilities and educate clients on technical specifications
- Utilize analytical and conceptual problem-solving skills to address complex technical issues and optimize operational efficiency
- Cultivate strong client relationships through effective communication, proactive outreach, and personalized support
- Implement performance improvement strategies to enhance team productivity and meet KPI targets
- Drive business growth by identifying market trends, evaluating competitive landscapes, and recommending strategic initiatives
- Demonstrate adaptability in rapidly evolving environments, adjusting priorities and strategies to meet changing business needs
- Worked closely with management teams to plan, develop, and execute technical strategies aligned to client's vision
- Communicated with stakeholders to share critical technical information and deliver project updates
- Developed and implemented preventive maintenance procedures.
Technical Support Engineer
FLASHNET SA
03.2012 - 09.2016
- Provided technical assistance and troubleshooting support to clients experiencing issues with IoT devices and software
- Collaborated with product development teams to escalate and resolve complex technical issues
- Assisted in the creation of technical documentation, including user manuals, troubleshooting guides, and FAQs
- Contributed to product testing and quality assurance efforts, identifying bugs and suggesting improvements
- Researched and identified solutions to technical problems
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
Backoffice operator
CGS
01.2011 - 03.2012
- Handle administrative support for all data entry daily
- Provided customer service
- Registered new clients in the company’s database
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments
- Participated in continuous improvement initiatives, identifying areas for process optimization, and recommending changes for implementation
- Increased overall product quality through meticulous attention to detail during operation processes.
Help desk operator
CGS
04.2010 - 01.2011
- Provide first-line technical support to end-users via phone, email, or ticketing system, resolving hardware and software issues promptly and effectively
- Troubleshoot problems related to desktops, laptops, printers, software applications, and other IT equipment, escalating complex issues to appropriate teams when necessary
- Utilize remote desktop tools to assist users with software installations, configurations, and troubleshooting
- Document and track all support activities and resolutions in the help desk ticketing system, ensuring accurate and detailed records.
Sales agent and partner
Premier Class Transport SRL
02.2009 - 03.2010
- Conducted market research to identify trends and opportunities for increased sales growth
- Collaborated with the marketing team to develop targeted promotional materials for specific industries
- Developed and implemented marketing plans to increase brand awareness and drive sales
- Developed and maintained strong working relationships with professionals within assigned territory
- Contributed to team objectives in a fast-paced environment.
Education
Management – bachelor’s degree -
“Spiru Haret”
Brasov, RomaniaMathematics and Computer Science – High School -
“Aprily Lajos”
Brasov, Romania01.2004
Skills
- Policy Development
- Technical Troubleshooting
- Remote Support
- Escalation management
- Staff Training
- Customer communications
- Customer Support
- Training and mentoring
- Managing service level agreements
- Ticketing system expertise
Accomplishments
- Collaborated with integrators and multiple stakeholders in the development and deployment of complex technical projects of Streetlight management (Hardware and Software) in Washington DC, Dubai, Bahrain, Budapest, Gyor, Brasov, Kazakhstan, USA, Malaysia etc.
- Gained expertise in a wide range of technologies, platforms, and solutions in IoT field as well as in research and development.
- Contributed valuable insights and feedback to the company's product development teams, leading to improvements and innovations in products and services.
- Optimized customer service and customer satisfaction.
- Had the opportunity to work with clients and projects on an international scale, gaining exposure to global markets and cultures.
- Played a role in improving internal processes and methodologies, making the team more efficient and effective.
- Generally, take on significant responsibilities and autonomy in managing client accounts and technical projects.
Timeline
Technical Support Manager
FLASHNET SA, part of Lucy Group
09.2016 - Current
Technical Support Engineer
FLASHNET SA
03.2012 - 09.2016
Backoffice operator
CGS
01.2011 - 03.2012
Help desk operator
CGS
04.2010 - 01.2011
Sales agent and partner
Premier Class Transport SRL
02.2009 - 03.2010
Management – bachelor’s degree -
“Spiru Haret”
Mathematics and Computer Science – High School -
“Aprily Lajos”
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