IT Technician & L2 Support Specialist & L3 Support Specialist

IT support engineer with 6 years of experience in IT. His passion is working with people and new technologies. In his current role, he became a subject matter expert in Amazon Locker. He is communicating with engineers and helping them in troubleshooting and advising them what to do. He is also creating and maintaining policies, procedures and processes. In his previous job, he was working on upgrading point of sales system that were previously used from other vendors and deploying new computers. Since he started his career in customer oriented roles, he has good communication skills. He is familiar with all the IT technologies, however have not had a chance to work with them in practice yet. He is fluent in English, German and Croatian is his mother tongue.

July 2020 - Present: IT Support Engineer I – OPS TECH IT

• First point of contact Support (call, chat) for computer hardware, operating systems, and enterprise application software
• Ticketing systems TT (Remedy) and SIM-T – Logging issues and resolution steps, Escalation
• Amazon Locker SME – Deep-dives on High Severity issues
• Creating and maintaining policies, procedures, and processes

January 2019 – March 2020: On Site Consultant - Service Management & Retail

• Hardware specialist with deployments and RMA
• Working with multiple vendors HP and Cisco
• Retail-oriented consultation for project planning and support for full IT integrations
• Selling systems, networking, telecommunication, and CCTV
• PXE deployments and PE image configurations. Started migration to Azure cloud from previous AD and SCCM infrastructure

January 2018 – December 2018: ServiceDesk Analyst German/English

• Call / Incident Management (SPOC)
• First contact with users using different media (answer calls, e-mails) within required time to meet service level agreements
• Ticketing system BMC Remedy and also RDP with direct support or server administration
• Performing user administration and telephony tasks
• Providing customers with resolution steps or escalating cases to appropriate departments

March 2017 – August 2017: Technical Agent German/English (DACH)

• Hardware Support for Lenovo Think Series in DACH Region
• Working on Telephone Central as first point of contact
• Problem determination, Action Plan creation
• Parts ordering
• Priority support for Key Customers

October 2015 – March 2017: Auditor

• Guest check-in and check-out
• Operating the Telephone Central, forwarding calls
• Nightly revenue reconciliation of room and restaurant revenue
• Booking of guest reservations