IT Technician & L2 Support Specialist & L3 Support Specialist

Inžinier IT podpory so 6 rokmi skúseností v oblasti IT. Jeho vášňou je práca s ľuďmi a novými technológiami. Na svojej súčasnej pozícii sa stal odborníkom na oblasť Amazon Locker. Komunikuje s inžiniermi, pomáha im pri riešení problémov a radí im, čo majú robiť. Taktiež vytvára a udržiava zásady, postupy a procesy. Vo svojej predchádzajúcej práci pracoval na modernizácii systému predajných miest, ktoré sa predtým používali od iných dodávateľov, a na nasadzovaní nových počítačov. Keďže svoju kariéru začal na pozíciách orientovaných na zákazníkov, má dobré komunikačné zručnosti. Pozná všetky IT technológie, avšak zatiaľ nemal možnosť s nimi pracovať v praxi. Plynule hovorí anglicky, nemecky a jeho materinským jazykom je chorvátčina.

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