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

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

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