Igor Boskic Email & Phone Number

• Fulfilling multiple roles on project, including Project Manager, Software Delivery Manager, Scrum Master, Integration Manager, occasionally stepped in as Product Manager.• Leading a major project that drove the client's digital transformation, connecting their legacy systems with new digital products for one of the world’s largest recruitment companies.•Collaborating with business stakeholders to gather and analyze requirements, translating business needs into features and user stories.• Facilitating Scrum ceremonies to ensure continuous team alignment and process improvement for team of 5 to 9 developers.• Directed “data migration” efforts using Azure Service Bus for messaging, and ensured smooth transitions to support groups for live countries.• Onboarded 8 countries so far to new digital platform.• Acting as a subject matter expert for completed integrations, overseeing releases, and working to improve scalability, maintainability and efficient system monitoring.

• Led support for field service and implementation operations for over 7,000 direct and reseller customers across 13 Midwest states.• Managed team for end-to-end delivery of hardware and software products, offering remote and on-site services.• Built a customer-centric culture by aligning operations with company values to ensure top-tier customer experiences.• Ran the transition to cloud-based services for SMBs during the pandemic, including online ordering, loyalty, and other digital solutions.• Fostered relationships with customers and regional managers to promote a digital-first approach.

• Directed and governed multiple support teams with over 200 technicians, ensuring team sustainability and transformation under ITIL guidelines.• Created and interpreted performance reports for upper management, while handling hiring, scheduling, and administrative tasks.• Proficient in management tools such as SAP, Tableau, CUIC, JIRA, and more, utilizing them for optimized operations and internal innovations.• Appointed as Business Continuity/Disaster Recovery coordinator, building protocols for over 450 employees in case of disruption.

• Managed a team of over 100 technicians, focusing on managing day-to-day operations and ensuring client satisfaction.• Provided training and created troubleshooting documentation and client-specific content for team-wide use.Headed the escalation team, improving business correspondence on critical accounts and streamlining processes.• Gained proficiency with SharePoint, Confluence, Oracle Knowledge Management, and other knowledge tools for enhanced team efficiency.

• Provided second-tier support for Aloha POS and 20 related products, handling high call volumes in the US restaurant industry.• Focused on technical troubleshooting and customer service in a fast-paced environment.• Significantly improved English language proficiency and accent to a native level, alongside enhanced software and hardware troubleshooting skills.

• Provided technical support for ADSL and IPTV customers, handling basic hardware and network troubleshooting. Managed incident logging and resolution, including router configuration and connection setup.