Tamas Toth

Responsible for managing the entire Global Customer Support operation for Health Science products and customers, providing leadership and strategic direction, acting as an escalation point for internal/external customers, actively participating in all stages of software development for new releases and product updates, coordinating and assisting with regulatory agencies and customer audits.

Responsible for the successful planning and implementation of the contracted services managing the service delivery resources assigned to our SaaS Cloud Customers. Providing strategic direction, leadership and Account Governance, acting as an escalation point for internal/external customers, assisting to address technical and operational problems.

Managing a global team of Account Service Delivery Managers with 10+ direct reports located in US, UK, Hungary and Japan providing leadership, technical understanding and customer management experience to the team.

• Ownership of eService and Support deliverables from project initiation to closedown. To prepare and implement a planned set of activities to achieve the project scope to timescale and quality specification. • To manage delivery of Oracle -based clinical trial products, activities and processes within a customer consultative relationship with the aim of creating a customized clinical support centre and following best practices. • Work with the internal or external Business Development / Account Management / Directors/ Program Manager / Project Manager / to obtain timely information of study forecasts and then understand project skill requirements to assemble resources project teams of internal & external resources. • To monitor and report against Statement of Work and trial SLAs, undertaking any necessary corrective actions by closely managing changes, issues, risks, and dependencies. • Demonstrate strong pro-activity in all aspects of project management including quality assurance and customer satisfaction. Exercise judgment within well-defined procedures. • To manage processes to meet all applicable procedural, compliance and regulatory requirements and be responsible for the quality and completeness of Trial Lifecycle Records. This includes to assemble and maintain necessary project documentation and records and to conduct quality assurance of project documentation and delivery.

Effective international project management of the quality implementation of eSupport Services for accelerating global pharmaceutical development. As an Implementation Manager, you are responsible for co-ordinating all eSupport project activities allocated to you.  Serve as a key point of contact for the customer, duties include presenting, training, documentation, administration and detailed report analysis. Projects may be conducted nationally or internationally.

Main Tasks: • Providing Service Desk with technical and process related support • Creating daily reports • Handling complex/problematic cases and escalations • Set up and manage the RDM (Remote Desktop Management) team • Monitoring performane/adherence, administration  2008.01.28. – 2008.04.28. Establish Orange UK first line support in Miskolc Main Tasks: • Implement processes and put them into practise • Performing trainings for 1st level agents • Set up and manage the team of senior agents 2007.10.28. - 2008.01.25. Knowledge transfer to Hungary, Orange UK account, Bristol, UK Main Tasks: • Understand and perform first level agents’ daily tasks • Set up training materials • Participating in Eburo project 2006 Nov.: RDM (Remote Desktop Management) agent, Delphi account, Budapest Main Tasks: • Identifying, and solving IT failures • Training help-desk agents and providing technical help to them • Correct software failure of employee’s and customer’s PC with remote desktop

Honeymood, film production company, Budapest, Hungary

Aspect College, language school, London, UK