Dragan Čakarić Email & Phone Number

Croatia

Zagreb, Croatia

- handling multiple premium customers and building an in-depth knowledge about their environments by analyzing past trends and performing health-checks;- communicating analysis and improvement recommendations to the Customers;- driving resolution of critical Customer problems connecting/networking with the IBM support teams;- navigating IBM’s Support processes, troubleshoot and provide how-to answers and performance related advises on: IBM Power, IBM i, AIX, Linux and IBM Storage devices.

Zagreb, Croatia

Some of the task which this role included: - supporting and consulting for team members and handling communication in critical situations;- allocating and managing resources and creating work plans for daily, weekly, monthly and quarterly work schedules;- organizing team meetings and communicating new goals, process changes or updates; - motivating and helping to promote and encourage a positive work environment for my team; - collaborating with managers to: discuss, plan, test, implement ideas, updates, new tasks or process changes; - collaboration with Lead Technical Engineers, Queue Managers and other teams for better process handling and keeping of KPIs, or to identify possible problems;- educating team members on process and/or technical topics;- helping understand process changes and creating guides and learning materials; - vacation scheduling for the whole year- taking part in interviews for possible new hires.

Zagreb, Croatia

In this role I was providing the next level technical support for our clients, but also taking on the role of a mentor and teacher for my team members. At a later date, two of my colleagues and I, created a complete guideline and process documentation for our new hires, as the support quality improved, we took over the education of new hires from other markets. The usual tasks that this role included: - creating, organizing, updating and documenting guidelines and process changes;- providing learning materials to colleagues, educating new hires;- support and consulting for colleagues for the DACH, Nordic, France and Italy markets;- handling and/or escalating major issues between Front Office and the 2nd Level or 3rd Level support;- compatibility testing of hardware and software products;- Case handling in critical situations, providing and implementing fixes to key customers;- quality management and improvement of current most common issues, and implementing process changes to mitigate them.

Zagreb, Croatia

Technical support for Lenovo Think- products where I provided: - hardware support for personal computers for private customers and businesses over phone, chat and E-mail; - problem identifying, generating and providing solutions, helping implement them and testing;- remote technical assistance for Linux and Windows 7, 8, 8.1, 10 and 11;- compatibility checking, testing and providing solutions to customer and forwarding them to sales;

Zagreb, Croatia

I was providing support for internal and external clients. Managing the database for user accounts, tool access, inventory distribution and management for our field engineers, documentation of any changes and updates. The usual tasks were: - Queue and server monitoring, problem reporting, problem solving and escalations;- creating and handling of user accounts, user queues, user access; - field support, access requests and system management, inventory distribution.

Master'S Degree

Master'S Degree