Bogdan Mitric Email & Phone Number

Madrid, Community Of Madrid, Spain

Madrid Area, Spain

Bratislava, Slovak Republic

Qfiniti application management and server management for IBM's call centers. I was responsible for recording the call centers. I was recording about 1,700 agents over 6 sites.Key responsibilities:- I was responsible for implementing and managing the call center recording system in IBM in the EMEA region. Designed a reliable voice and screen recording system using the Qfiniti application linked with Avaya AES and Genesys servers.- Managed to maintain the accessibility of the… Show more Qfiniti application management and server management for IBM's call centers. I was responsible for recording the call centers. I was recording about 1,700 agents over 6 sites.Key responsibilities:- I was responsible for implementing and managing the call center recording system in IBM in the EMEA region. Designed a reliable voice and screen recording system using the Qfiniti application linked with Avaya AES and Genesys servers.- Managed to maintain the accessibility of the recording system over 99%.- Managed and configured for voice recording over 2000 agent extensions (AVAYA). I managed 7 Windows servers where I installed the Qfiniti application. Also 1 Microsoft SQL server, database and SQL Reporting Server. - Provided users and accesses to the Qfiniti application.- Installed and configured Qfiniti web application so users can access recordings and reports without installing the program.- Solved over 200 tickets in one year for reported incidents or questions.Key performance / projectsSaved about $ 100k for the company. During the Qfiniti migration project from old servers to new virtual servers (VMWare), I was able to install and configure Qfiniti application on the new servers by myself. I was able to install and configure it successfully. The application provider should have installed the application during this project so this was skipped as cost take out.Awards: EMEA Thanks Award Q2 2016, IBM Top Performer Award for 2016 Show less

Bratislava, Slovakia

Responsible for supporting the company's employees at all levels as part of a helpdesk team. Making sure all software is configured and installed properly.Key responsibilities- As part of the IBM Helpdesk, I was responsible for providing excellent IT technical support to other IBM employees.- I solved problems via remote control- I was able to gain expertise in Lotus Notes (IBM e-mail program) and found solutions to problems our team failed to fix.- I received positive… Show more Responsible for supporting the company's employees at all levels as part of a helpdesk team. Making sure all software is configured and installed properly.Key responsibilities- As part of the IBM Helpdesk, I was responsible for providing excellent IT technical support to other IBM employees.- I solved problems via remote control- I was able to gain expertise in Lotus Notes (IBM e-mail program) and found solutions to problems our team failed to fix.- I received positive feedback from IBM users since day one.Awards:IBM Manager’s Choice Award 2015, 2016 Show less

Cluj County, Romania

Providing advice, support and practical help to the customer. Logs and processes support issues via phone, chat or email, while ensuring a high level of customer service.Key responsibilities:- I focused on achieving customer satisfaction and succeeded in being on SLA's goals since week 1 on the line.- Provide technical support to Samsung's Spanish IT, Audio / Video and Home Appliance department customers

Faculty Of Business Administration And Management, Business Administration And Management, General

High School Diploma, Natural Sciences