Goran Josipovic Email and Phone Number

Perform management of the Front Office, Back Office and other technical teams while on shift.Support the Major Incident Managers in the management of high priority Incidents and orchestrate internal/external escalations as required.Perform line manager duties for the shift team.Ensure all Major Incidents are acted upon within required timeframes and service is restored within SLA’s, highlighting any service breaches and opportunities to improve to ensure improvement takes place to mitigate future similar outcomesEnsure all Incidents are logged within agreed timeframes to the correct teams and the Incidents contain all the information required so that support groups can trigger restoration activities efficientlyEnsure all necessary changes and standard changes are logged for any preventative activity that takes place on shiftAct as the first point of escalation for senior IT stakeholders and staffEnsure escalations from the rest of IT Production, other internal staff and customers are dealt with appropriatelyPerform a lead role in the development of service/processes to improve the user experienceWithin working together with the Major Incident Managers, staff and the representatives of Network UCC and SecurityHosting the global DSR (Daily Service Review)Responsible for seamless handover between shifts

Responsible for the delivery of a high quality service to the customer, and to ensure Service Support and Service Delivery processes are in place to meet business needs.

• Overseeing activities supporting normal process and procedure relevant to customer infrastructure management • Activities of incident and crisis management including CNR (Crisis Notification Reporting) events • Daily performance management of the shift staff including coaching and mentoring as well as counseling in cooperation with direct line managers, for attendance and performance issues as well as the documentation of these activities • Routine shift tasks: Immediate Shift Staffing, Change Calendar management, SLA management, Incident ticket management, monitoring management, CAB, Bridge Calls. • Monitor and support overall status of all Support systems, tools, facilities and supplies for the shift. • Documentation and Communication including Shift Team Meetings, Alert monitoring message, CNR update messages, and follow up on other reports • Shift Continuity Communication including Shift Turnover calls, Change Turnover Calls and Turnover Message • Updating the Soc Operations Outlook calendar with call-outs and volunteers for coverage • Facilities management including work spaces, workstations, room environment, security, visitors and supplies• Maintaining relationships with customers through direct communication in relation to scheduled changes and incident occurrence • Establish strong working relationships with Customer Account teams, Professional Services, and other departments to ensure adherence to Support policy and procedures.• Recommending process and procedure • Suggestions for vendor training including staff nomination • Regular review of Metrics provided by Quality Assurance • Reviewing ticket documentation on a regular basis • Reviewing staff work in-progress and real-time • Ensure there is proper staffing on a daily basis for not only their assigned shift but for the complementary shift, by staffing level and by expertise • Work with Operations Managers to plan for future staff growth and reductions

Exercising control within the organizational unit- Reporting on requested data- Accurate informing of employees of the organizational unit –- The preparation of plans for the personnel policies and activities in accordance with the plans of company personnel- Conveying acquired knowledge and experience to staff- Monitoring technical documentation - Suggesting improvement of business processes - Management of prescribed and requested records, instructions for use, etc. - Preparation and participation in bid preparation- Preparation and/or analysis of data for market analysis and/or business- Storing data that are Trade secrets or personal information - Control of the security and confidentiality of information - The development and implementation of safety standards at work in the field of work- Planning, defining project tasks and coordination of projects and conducting business projects and the Technology sector- Assessment of required resources, time, investment, and expenses for the business sector projects and Technology- Coordination and tracking, monitoring and reporting on the status and progress of business projects and the Technology sector- Planning and organizing own work and organizational units-Technology sector - Responsibility for achieving planned objectives of the organizational unit - Responsibility for professional and high-quality implementation of projects - Establishment and maintenance of quality and successful performance of the organizational units in accordance with business standards- Respect for the legality of the business activity of the Company in the field of organizational units - Participation in the preparation of business plans of the Company for the organizational unit and beyond- Respect for the development of the profession- Effective communication with customers, partners, and employees in the Company- The use of modern information-telecommunication tools

Provides technical direction for the development, design, and systems integration for client engagement from definition phase through implementation.Applies significant knowledge of industry trends and developments to improve service to our clients.Creates and executes development plans and revises as appropriate to meet changing needs and requirements.Consistently delivers high-quality services to our clients.Easily recognizes system deficiencies and implements effective solutions.Suggests alternative technical solutions to meet client requirements more efficiently, and/or with greater usability, and / or longer life.Assists in sales efforts from a technical perspective.Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.Manages day-to-day operational aspects of a project and scopeMinimizes our exposure and risk on project.Ensures project documents are complete, current, and stored appropriately.

Delivers a lecture as provided by teaching and plan of implementation;On regular basis maintains contacts with teaching and pedagogical advisers, and mentor;Follows development of the information technologies being educated on a day to day basis;Delivers the lecture in compliance with the highest pedagogical standards;If recommended by the mentor or pedagogical adviser attends classes meant for the lecturers; Takes a good care of the IT equipment supplied in the class rooms;Performs as a liaison between the students and the mentor when it comes to their eventual complaints or other requests;In conjunction with the mentor assists in creating of new teaching materials;Comes to the classes prepared and on time, neat and clean, and professionally lookingKeeps and accurately fills in teaching books, student’s name books and other documentation;Is familiar with the organization of lecturing, technical/teaching aids, practice and other exercise carrying out.

Install and configure workstations in networked environmentHardware support for workstations, printers and network componentsProviding telephone, face-to-face and online support to end usersIdentifying the hardware and software needed to provide solutions to problemsEnsuring users can use the equipment, by providing personal tuition and self-help instructionsCoordinate system updates and replacement of “old” versions of softwareConnecting users to networks and providing initial training in applicationsProvide day-to-day advice to users on data structures and terminology Provide training in software use and accessImplement regular housekeeping procedures, including data backupPrepare technical reports on the operation of systemsProvide assistance in testing new Western Union softwareAssisting in the customization and adaptation of existing programs to meet users' requirementsWork closely with software developer on making software project

Focus of my training course at Algebra Training Centre was on Microsoft technology, desktop and server systems.

Install and configure workstations in networked environmentHardware support for workstations, printer and network componentProviding telephone, face-to-face and online support to end usersIdentifying the hardware and software needed to provide solutions to problemsEnsuring users can use the equipment, by providing personal tuition and self-help instructionsCoordinate system updates and replacement of “old” versions of softwareConnecting users to networks and providing initial training in applicationsProvide day-to-day advice to users on data structures and terminology Implement regular housekeeping procedures, including data backupPrepare technical reports on the operation of systemsCoordinate system updates and replacementProvide assistance in testing new equipment and systemsAssisting in the customization and adaptation of existing programs to meet users' requirementsAssist IT Officer and Webmaster in researching and documenting computer users' requirements

- Assembly, maintenance, repairing computers hardware (printers, scanners, fax machine…)- Bug detection, software and hardware tester- Technical and application support for the end user- Network Administrator on Windows NT Server and Windows 2003 Server- Maintenance antivirus security and backup with Inoculate IT for Windows NT and ARCserveIT- Performing system administration, backup on Microsoft SQL Server 6.5 and MS Exchange 5.5- Performing system administration and maintaining of local NDSS Application- Performing replace program for computers and servers in SFOR Base Butmir, later at NATO HeadquartersSarajevo- Create script for logon, backup, upgrade…- Checking error report and performing update in NDSS(MS SQL Server)/NAFS(Oracle Database) Interface3.0- Keeping update inventory list of servers, workstations and computer hardware- Working on implementing IT infrastructure for a training center for NDSS users- Working on implementing IT infrastructure for local NDSS Network expansion- Configuring, maintaining, ensuring regular backup of configuration file on CISCO Router 2500 Series- Working in the international and multicultural environment- Making and upgrade LAN/WAN diagrams with MS Visio- Testing equipment and providing technical evaluation report for computers, printers and any other office machine