IT Operations Analyst
Penta Hosting
Total years of experience :16 years, 4 Months
Ensure to provide the highest level of service delivery and technical support through the service desk department based on ITIL framework
Build and maintain positive relationship with clients by understanding their needs and proactively addressing potential issues
Lead and manage teams of L1 and L2 technical engineers to complete daily and project tasks
Manage and work with the ticketing and customer relation system
Perform tickets review to ensure the continuous quality is provided to the clients
Handle L2 and L3 system administration tasks in a timely and efficient manner
Work closely with the network and security department on implementations and troubleshooting
Manage the implementation of secure communication services and secure file sharing
Manage endpoint security product delivery to the client
Provide information security management services by continuously organizing presentations for clients on the latest cyber security topics
Create and maintain the technical documentation for projects and operational procedures
Create and maintain technical procedures in non-technical language for end users
Work independently and in teams in project implementations
Interact with vendors to ensure the most suitable products on the market are being used to meet the client’s requirements
Troubleshoot system errors on various operating systems
Technologies: Windows Server, Citrix XenApp, VMware, Linux, Active Directory, Group Policy, MS Exchange, Symantec Messaging Gateway, F5, RSA, ESET, IP Telephony (Cisco, Polycom, Shoretel), Host Monitoring
Achievements: Awarded as Most Improved employee for the year 2016
Providing consultancy and support for Infosys PIS ERP system,
Handling and organizing end-user requests from the ticketing system
Analyzing end-user issues and advising them on best practices to overcome them
Documenting and analyzing end-use requirements regarding potential upgrades and presenting to leading development engineer,
Application functionality testing and reporting to leading development engineer on relevant software bugs and errors
Creation of backups and database exports, database recovery, user administration and accessibility, applying database updates in coordination with leading development engineer
Administration and maintenance of company's intranet using SharePoint
Creation of document workflows on company’s intranet site with the purpose of automating internal business processes
Technical documentation writing
End user training manuals for Infosys PIS ERP system and other
Internal helpdesk ‘’How to’’ procedures and tasks manuals
Helpdesk website administration
Publishing web documentation regarding application upgrades,
Development and administration of clients’ websites
Technologies: SharePoint, RAD Studio, TOAD for Oracle, Concrete5 for web development, Windows Server, MS Exchange
Achievements: Recognition for extraordinary effort for building and maintaining the client relationship
Worked closely with the Team Leader and Business owner for understanding the functional and system requirements,
Worked closely with leading development engineer to ensure architectural integrity and product quality,
Provided information by collecting, analyzing, and summarizing development and service issues,
Participated in testing process, bug fixes, error handling
Efficiently handle end-user requests
Hardware assembling (desktops, servers, laptops)
Operation system installation and configuration (Windows OS, Windows Server 2008, Windows Mobile, Linux)
Hardware and software troubleshooting
Computer network cabling, installation of patch panels and switches
Achievements: Only intern among six others who got a job offer to stay with the company
Dates 01.03.2008-01.06.2008
Occupation or Position held Student Job as assistant to Product manager
Main activities and responsibilities Assisted in the planning, execution and tracking of direct mail and package insert campaigns for
products
Proposed and developed strategies to promote
product
Creating and conducting product presentations
Name and address of employer KJKP SARAJEVOGAS
Envera Sehovica 14, Sarajevo (Bosnia and
Herzegovina)
Type of business or sector Gas supply and engineering
Dates 01.06.2007-01.09.2007
Student Job as Network administrator and IT
Occupation or Position held support
Main activities and responsibilities Creating and establishing local intranet portal
(FrontPage, Dreamweaver, Flash)
Desktop support
Web site administration
\[2\]
Curriculum Vitae
Buckingham University (United Kingdom) and Sarajevo School of Science and Technology (Bosnia and Herzegovina) - Double degree
Title Bachelor of Science in Information Systems Dates 01.09.2004. 30.09.2008 Major course of study Information systems Minor Economics ECTS Points 240 Language of instruction English Duration 8 semesters Final thesis Benefits of e-government system implementation