Dalibor Jovanovic Email and Phone Number

Responsible for Managed Services Customer Connectivity Incident, Change and Problem Management for onboarding, transition/change and lifecycle customers across different industries including Banking, Finance, Hospitality and RetailIPSec VPN monitoring and troubleshooting on Juniper NetScreen NS5200 and FortiGate 3000DWorking closely with NCR’s extranet engineers (Network Security Level 2 and 3, Network Security F5, etc.) on ACL and NAT rulesLevel 1 and 2 analyzing, troubleshooting and monitoring network/traffic via CLI (Juniper and FortiGate), Fortinet FortiAnalyzer 1000E, Wireshark, tcpdump, Snoop, etc.Level 3 technical/network connectivity support in bringing ATMs/ITMs into service or end devices with Managed Services (Incident Management, Software Distribution, Endpoint Security, Hard Disk Encryption, Remote Diagnostic, Digital Connected Services, etc.) to clients in all region around the world (AMER, MEA, etc.)Contribute to various Managed Services project teams and manage connectivity related troubleshooting requestsWorking with 3th party vendors (Ventus Global Network Solution, Transaction Network Services, CO-OP Financial Services, Cisco, etc.), other NCR Team's and customers’ engineers on resolving connectivity issuesMonitor and control connectivity troubleshooting requests to ensure SLA/OLA agreements are met.Providing subject matter expertise to extended team members, partners and customersDocument and report all incidents related to Customer Connectivity Incident, Change and Problem ManagementDocumentation of Network Diagrams and Architecture of Managed ServicesParticipating in daily/weekly internal conference callsUpdate and record information into ServiceNow and NEOS ticketing system

Providing advanced level of support to NCR technicians over the phone as well as the customer when required.Dealing with Level 2 hardware (both, POS and Non POS), networking (Toshiba/IBM POS Controllers/Terminals , Cisco routers 2951, Cisco switches L2 2960 and 4503 L3, etc.) and application support and issues reported to the helpdesk via the remedy and service now system / email escalations / phone calls.Take ownership and responsibility of an issue from start through to a successful resolution.Escalate issues and involve NOC / FS / Other vendors wherever required in order to resolve issuesas quickly as possible.Foster a team work environment in order to create a synergistic and efficient team.Work well in a fast paced environment with deadlines.Investigate and document incident root cause and resolution.Update remedy and ServiceNow tickets , escalation emails, work orders with any and all needed information.Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures.Develop technical knowledge of each system within company profile and specialized knowledge of certain nominated areas.Maintain and consistently demonstrate a general knowledge of company guidelines, processes, practices and proceduresServe as escalation point for Tier 1 support

Position works in high call volume Helpdesk environment supporting NCR client and their analysts in providing problem resolution for NCR products and servicesAllocates engineer appointment times for jobs requiring multiple resources on-site; Assigns and distributes workload of CE’s to meet SLA’s across broader areasResponsible for ensuring the customer’s entitlement of services; Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer’s issue that has not been escalated; Work directly with the customer to understand the problem, and for escalate problem to the next level Following the documented Remote Incident Management Process, position’s primary responsibility is to perform Level I technical troubleshooting with end-users of back office and retail point-of-sale devices: Registers, Register peripherals (Receipt Printers, HHS/DR/SS...), PCs, Thin Clients, Scales, Scanners, Office and network printers, Kiosks, Time Clocks, Signature Pads, Hand Held Devices... ; Generates daily and weekly incident reporting; Reviews incident history to determine recurring faultsProvide technical phone support on Retail products, systems and various software products; Provide accurate and creative solutions to user problems of moderate nature to maximize product or system availability; Take ownership of service request from customer and ensure timely and satisfactory resolution of problemEscalate both internally and externally Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction; Updates work orders and provides status informationResearch, resolve, and respond to questions received via telephone calls, chats, letters, and callbacks in a timely manner, in accordance with current standards; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem

Maintenance, design and development of networking environment and network hardware configurationManage and monitor all installed systems and infrastructureInstall, configure and update server software/hardware and perform maintenanceAdministrating VMware virtualized networks and infrastructures (ESXi, vCentar, vSphere)Downsizing the server infrastructure in order to reduce the costInstallation and configuration of networking devices (Mikrotik, 3Com, H3C, DCN, TP-Link)Installation and administration of Linux servers and applications for IPTV and DVB-C (Wowza, Stalker Middleware, Cesbo: Astra, Flussonic, FFmpeg, Live Transcoder, etc.)Satellite TV mount, finding position of satellite, frequency transpoder and channelsSetup and configuration various DVB-S2 /T2/C receiversMonitoring, transcoding and compressing channels for IPTVInfrastructure planning and installation DVB-C systemServe as escalation point for Tier 1 & 2 support

Wireless internet service provider network monitoring and maintenanceFirst and second level customer service support, technical support and account management, communication over the phone and email with various private and business clientsImplementing and configuring network and computer hardware, operating systems and software for wireless network monitoringTesting connection quality (ping, bandwidth, traceroute, etc.) and measuring spectral interferenceCooperating with field service teamTroubleshooting network devices and connections and diagnosing and solving hardware/software faults, monitoring of Mikrotik and Ubiquiti network devices mostlyWorking with BlissRADIUS ticketing systems , PuTTY, Nagios, WinSCP , SSH, Telnet , etc.Setting up new users' accounts and profilesDaily reporting about network behavior

Greet customersFind out the customer's needsRecommend, select and help locate the right productsDescribe a product's features and benefitsDemonstrate use and operation of the productAnswer customer queries regarding the store and the merchandiseMake suggestions and encourage purchase of productsProvide information about warranties, manufacturing specifications, care and maintenance of merchandise and delivery optionsProvide information about financing availableReceive and process cash/checks/credit card paymentsProvide change and receiptscount money, sort charge slips and balance moniesMaintain sales recordsPlace special ordersProcess repair of equipmentArrange and display merchandise

Sell specific products and services to customersPromote new/upgraded services to existing customersProcess orders in person and over the phoneCollect methods of payment and dispense changeConduct outbound lead follow-up calls to potential and existing customers via telephone and e-mail to qualify leads and to sell products and servicesCount the day's money transactions at the end of the dayDemonstrate company equipment and their featuresHelp retail sales staff achieve sales targetsHandle customer questions, complaints, and issuesOrganize and distribute staff schedules

Maintaining and improving relationships with existing customersSolving software-hardware faultsBGA Reballing and solderingServicing desktop and notebook computersAssembling and testing computer componentsTesting of software applications