Bojan Gluvacevic Email & Phone Number

Dublin 4, County Dublin, Ireland

Ireland

- Technology Management: Proficiently manage Exterity System Solution, ensuring smooth upgrades, maintenance, and network configurations to drive operational excellence.- Video Content Management: Skilled in efficient video content handling and targeted distribution, enhancing engagement and audience reach.- AV Systems Expertise: Strategically maintain and interlink in-house AV systems with AppSpace and Samsung MagicInfo Server for enhanced performance and streamlined operations.-… Show more - Technology Management: Proficiently manage Exterity System Solution, ensuring smooth upgrades, maintenance, and network configurations to drive operational excellence.- Video Content Management: Skilled in efficient video content handling and targeted distribution, enhancing engagement and audience reach.- AV Systems Expertise: Strategically maintain and interlink in-house AV systems with AppSpace and Samsung MagicInfo Server for enhanced performance and streamlined operations.- Video Conferencing Solutions: Proactively troubleshoot and manage Cisco conferencing equipment and peripherals, ensuring seamless virtual collaboration.- Network Infrastructure: Adept at overseeing network cabling, data points installation, server room maintenance, and optimisation for robust connectivity.- Technical Support: Lead the Tech Bar, offering prompt and comprehensive 1st and 2nd level support to clients, resolving issues swiftly to minimize downtime.- Coding and Automation: Develop process improvements using OCR and Tesseract, Power Automate, and Power Apps with Office 365 dataverse and Microsoft Graph connectors, boosting efficiency and productivity. Show less

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Toronto, Ontario, Canada

- Achieved 11% over the target in customer satisfaction ratings, with 150% more surveys responses than call center monthly average.- Developed, coached and trained team of up to 20 people with average promotion success of 30% to various specialized groups within the operational floor.- Developed various software solutions and upgraded operation processes which lead to decrease in AHT, increase of productivity and information exchange. JavaScript, Jquery and HTML upgrades for Zendesk… Show more - Achieved 11% over the target in customer satisfaction ratings, with 150% more surveys responses than call center monthly average.- Developed, coached and trained team of up to 20 people with average promotion success of 30% to various specialized groups within the operational floor.- Developed various software solutions and upgraded operation processes which lead to decrease in AHT, increase of productivity and information exchange. JavaScript, Jquery and HTML upgrades for Zendesk CRM, extension of Microsoft Excel via forms and VBScript to reduce repetitive work operations, design and implementation of tax and price match calculator for higher Tiered groups.- Supervised and coordinated activities of workers engaged in resolving customer problems and complaints concerning matters, such as merchandise, service and billing.- Served as Problem Solving Manager for Samsung E-Commerce (samsung.com/us), including direct communication and troubleshooting with higher management at Samsung Electronics USA. Show less

Miramar, Florida

- Achieved over 95% connection availability during individual contract, with overall increase of revenue up to 25% and customer satisfaction up to 20%.- Held full management accountability for market execution, merchandising standards compliance, sales, operational expenses and reported on weekly basis to upper shoreside management.- Designed, developed and implemented custom software solutions to process and generate detailed revenue reports, sale forecasts and also handle any invoice… Show more - Achieved over 95% connection availability during individual contract, with overall increase of revenue up to 25% and customer satisfaction up to 20%.- Held full management accountability for market execution, merchandising standards compliance, sales, operational expenses and reported on weekly basis to upper shoreside management.- Designed, developed and implemented custom software solutions to process and generate detailed revenue reports, sale forecasts and also handle any invoice irregularities before synchronization with the main billing system.- Delivered and maintained satellite service for up to 6500 people per vessel, averring up to 700 users connected at a time.- Supervised employees engaged in sales work, reconciling financial accounts with accounting records, keeping operating records and preparing daily record of transactions. Generated over $150k USD income on a weekly basis and achieved 15-25% growth.- Conducted effective behavior based sale huddles daily with "front of the house" teams to focus on the behaviors that would convert to sales.- Managed broad range of installation, upgrade, roll-outs and troubleshooting projects for satellite communications of the vessel and maintained business center with up to 20 workstations for the cruise line customers. Show less

Zagreb, Croatia

- Installed and configured recreations of software production environments to allow testing of software performance.- Consulted with managerial, engineering, and technical personnel to clarify program intent, identified problems, and suggested changes. Modified existing software to correct errors, allowing it to adapt to new hardware, and to improve its performance.- Executed daily operations of back-end C# .Net software developer. Analyzed software requirements in order to determine… Show more - Installed and configured recreations of software production environments to allow testing of software performance.- Consulted with managerial, engineering, and technical personnel to clarify program intent, identified problems, and suggested changes. Modified existing software to correct errors, allowing it to adapt to new hardware, and to improve its performance.- Executed daily operations of back-end C# .Net software developer. Analyzed software requirements in order to determine feasibility of design within time and cost constraints.- Supported range of customers for after sale support of CMS system as well as any alterations on a production websites and databases.- Designed, developed and implemented complete solution for Constitutional Court of Croatia to track and organize working hours of their employees. Contributed to Ericsson Nikola Tesla intranet implementation with extension of web control interface and functionality. Show less

Zagreb, Croatia

- Innovated and published various tools that reduced repetitive work, and increased overall productivity of supervisors and agents on the floor. Reduced after call work by 35% and increased volume of responded calls up to 20%.- Developed, designed and implemented CMS solution for organizing, evaluating and coaching agents.- Collaborated with Siemens and Avaya teams on implementation of a CRM solution - Clarify. Served as a lead tester of the new system where I've managed to put it out… Show more - Innovated and published various tools that reduced repetitive work, and increased overall productivity of supervisors and agents on the floor. Reduced after call work by 35% and increased volume of responded calls up to 20%.- Developed, designed and implemented CMS solution for organizing, evaluating and coaching agents.- Collaborated with Siemens and Avaya teams on implementation of a CRM solution - Clarify. Served as a lead tester of the new system where I've managed to put it out of service in several occasions, and point out to the underdevelopment of the product scheduled for production.- Maintained, optimized and upgraded in-house portal for technical support team.- Provided support to high-end business clients with BlackBerry provisioning service, as well as being point of contact for country wide technical in-store support. Show less