Denis Poprzan Email & Phone Number

• Solving customers requests and incidents related to business applications and infrastructure such as MS Dynamics 365, MS Power Apps, MS Exchange, Office 365, Azure, Active Directory, ADFS, IIS, SQL• Collecting and documenting user requests and difficulties• Preventive monitoring of customer applications and IT systems• Completing the support tasks on time and under budget• Proposing changes and upgrades• Business understanding and requirements analysis• Advising on a business cases and propose comprehensive solutions• Creating estimates for implementation tasks• Assisting sales and presales teams for preparing proposals

Zagreb, Croatia

• Ticket Incident Handling (Opening, Solving, Escalating, Closing)• Regular (remote) monitoring and review of customer IT systems using monitoring tools (SCOM & SCCM)• Self-handle solving of increasingly complex incidents on customer infrastructure, L2 support (MS Exchange, Active Directory, DNS, Azure, Office 365)• Creating monthly reports for users• Continuous learning and professional development

Marijana Čavića 4, Zagreb, Croatia

• Establishing and maintaining service provider - customer relationship• Ensuring that targets agreed within contracts are aligned with SLA and SLR targets• Design IT service and asset management policies, procedures and processes• Performing contract and SLA reviews and ensuring consistentcy with organizational requirements• Planning, monitoring and recording hardware assets and software licenses • Contract negotiation, contract renewals and vendor management activities• Preparing, managing and controlling IT asset budget• Collaboration with management to define cost savings, asset compliances and service improvements

Marijana Čavića 4, Zagreb, Croatia

• Providing first-line investigation and diagnosis• Resolving and closing service requests and incidents• Communication with users – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.• Recommending corrective action plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures• Creating and reviewing technical documentation such as procedural, instructional and operational guides and manuals, technical reports and specifications and maintenance inventory systems

Croatia

• Claryfing a client's system specifications, understanding their work practices and the nature of their business• Analysing IT requirements within companies and giving independent and objective advice on the use of cloud technologies (Office 365 and Azure)• Presenting solutions and purchasing systems where appropriate• Preparing documentation and presenting progress reports to customers• Identifying potential clients and building and maintaining contacts

Croatia

• Focusing on growing and developing existing clients, together with generating a new ones• Agreement with clients and establishing timeline of performance• Meeting all client needs and deliverables according to proposed timelines• Establishing and overseeing internal budgets with the company and external budgets with the client• Collaborating with sales team to maximize profit by up-selling or cross-selling