Gert Attila Mayr

Delivered Tier 1 bilingual German/English support for Avanquest’s SaaS portfolio, achieving CSAT 4.8/5.0+ and maintaining 85%+ first contact resolution. Built 50+ Zendesk macros and 15+ knowledge base articles, reducing average ticket handling time by 35% and language-related escalations by 40%.

Provided first-line technical support for the LINK shared mobility app across email, in-app messaging, and phone channels. Applied ITIL incident management to resolve issues related to account access, payments/refunds, and ride anomalies while documenting workarounds in the knowledge base.

Led digital transformation and web project management for an international dental clinic targeting UK, German, and Russian markets. Managed end-to-end website delivery with SEO optimization and implemented multi-platform digital footprint and CRM-driven social engagement to improve patient acquisition and retention.

Built and scaled a centralized, ITIL-aligned IT customer support function from zero to 35 FTEs serving 10,000+ users across 38+ European jurisdictions. Improved service performance to 98%+ SLA adherence and CSAT 4.6/5.0+, reduced MTTR by 35%, increased FCR from 52% to 86%, and achieved 42% ticket deflection via multilingual knowledge automation.

Managed IT service delivery in a complex multi-provider banking environment using ITIL-aligned incident, problem, and change processes. Administered ~80 applications (Active Directory/Exchange and HP Service Manager) and supported international process harmonization during an assignment at Paris HQ.

Helped launch and operate a large-scale internet café facility with 550 terminals, managing 24/7 shift operations across 400–600 active terminals. Supervised staff, ensured safety/hygiene compliance, and handled cash register accounting and operational reporting.

Managed VIP IT service desk operations at corporate headquarters, providing premium support to C-suite executives and senior management with zero-disruption service for critical business operations. Implemented VIP-specific service levels and collaborated with IT security to support compliance requirements.