Bojan Momic Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto, Canada Area

Toronto, Canada Area

Responsible for creation of formal level 3/4 technical Subject Matter Expert (SME) program, which includes advanced product training, career progression strategies, SME role certification and all formalized processes necessary to ensure self-sustainability.Primary duties:- Interfacing with Product Management and Product Development leadership to obtain advanced technical product information- Creation and delivery of knowledge and training modules to key employees on nearly a dozen SME categoriesSecondary duties:- Manage Escalations Team as per previous role- Active consultation as the most senior technical expert and resource available as necessary- Acting as Knowledge Domain Expert (KDE) for Knowledge Centred Support (KCS) program and it's employees to validate technical accuracy of public Oracle Knowledgebase articles- Emergency after hours on-call resource for high severity issues

Toronto, Canada Area

Created and managed a small team of highly experienced Senior Technical Analysts whose sole mandate in to investigate into, and resolve critical issues from both internally and externally escalated Service Requests. Directly acted as final point of escalation on any top issue.Primary duties:- Personally addressing active and critical Account/Executive escalations with high business impact, risk of revenue loss and overall attrition threat from senior management- Providing Subject Matter Expertise; acting as the most senior technical resource for internal and external requests- Interfacing with Problem Management and Product Development teams on top escalated defects Secondary duties:- Monitoring team trends and metrics with focus on overall escalation count and SLAs; providing daily Executive reports and updates- Providing technical troubleshooting assistance or training to team members- Providing client relationship management or internal resource co-ordination assistance

Toronto, Canada Area

Serving as the most senior technical resource available in nearly every product area, with unique strength in custom API-driven integrations - covering five distinct API versions. These include:SOAP 1.2 - Collection of legacy web services, scheduled for depreciation in late 2015REST 1.0 & 2.0 - Synchronous API with hundreds of endpoints eachBulk 1.0 & 2.0 - Asynchronous RESTful API for large volume import/export jobsPrimary duties:- Investigating into highly technical and complex issues for API related service requests- Acting as formal API SME in both internal and external Technical Resource requestsSecondary duties:- Provide technical support on public facing "Code It" section of community website Topliners.com- Building internal knowledge of and delivering baseline API training- Executing custom one-time data pulls using APIs (both manually and programmatic) for Management- Resolving highly escalated issues within broader Eloqua product areas for senior Management

Toronto

Responsible for accurately troubleshooting a broad range of issues within Eloqua marketing automation SaaS platform and providing timely resolution. Areas include (but are not limited to): content (HTML/JS), workflow and automation services, data integrity and database management, CRM and API integrations, email deliverability, and user/security/permissions management. Achieved >95% CSAT across 550 customer surveys with 8000+ service tickets resolved. Spent three months dedicated to EMEA support (4am - 1pm EST) and four months dedicated to APAC support (9pm - 6am EST) with high degree of autonomy.Primary duties:- Taking ownership of, and managing client relationships/expectations in order to strengthen adoption of and overall success with the Eloqua platform- Identifying and logging platform defects with accurate diagnostic data, then interfacing with developers on behalf of clients all the way through to resolutionSecondary duties:- Adding proactive value to any client engagement: technical solutions, best practices, workarounds and implementation strategy advice whenever possible