Ivan Kovačević Email & Phone Number

Serbia

Ensuring that software is delivered on time and meets the agreed-upon specifications and quality standards. This includes working with the development team to identify and address any issues or challenges that may arise during the delivery process.Coordinating the deployment of software to production environments, including coordinating with IT operations teams and any necessary third parties.Managing the release process, including coordinating the testing, documentation, and distribution of software releases.Monitoring software performance in production environments and working with the development team to address any issues that may arise.Collaborating with customers and other stakeholders to gather feedback and address any issues or concerns related to the software delivery process. This may include hosting user group meetings, conducting surveys, or providing technical support.

Serbia

Additional to previous CCC Supervisor role:▪ Managing and supervising day to day operations of a global team consisting of 125 specialists, 2 Supervisors and 6 Team leads;▪ Providing HD remote support to 18 world famous retail brands, in more than 50 countries and 13 different languages;▪ Responsible for team performance, monitoring KPIs and achieving daily and monthly targets, ensuring that customer SLAs are met;▪ Analyzing workflow functioning to identify process improvements and gaps based on key metrics, account reviews, and customer feedback;▪ Involved in on-boarding new customers, solution design and pre-sales activities;▪ Managing hiring process: recruiting, interviewing and organizing appropriate training for new team members;▪ Controlling team schedule ensuring it is in accordance with call volume metrics;▪ Creating weekly, monthly and yearly team performance reports, agents scorecards and workload forecasts;▪ Presenting team in front of large variety of audience including existing or potential customers, internal departments or high level management;▪ Evaluates and rewards individual's performance;▪ Has a broad technical understanding of a wide range of platforms; systems used during daily operations: BMC Smart IT, BMC Smart IT, Cisco Unified Intelligence, ServiceNow, IT4You, EDW, ERP, ES Oracle, Injixo, MS solutions;▪ Role requires a mix of good technical knowledge, strong process improvement and people management skills.

Serbia

Managing the day to day operations for 4 teams of 26 remote support technical agents in total, supporting 7 EU based retail clients. In charge for expansion, internal-external technical and management consulting. Assisting sales and SMO teams in renewals and acquiring of new services.Continuous business improvement, business development and creation of DR modules.Assuring that all new employees are properly oriented and trained.Holding the hiring interviews and managing interview process.Maintaining a safe, secure and legal work environment.Developing personal growth opportunities.Accomplishing staff results by communicating job expectations, planning monitoring and disciplining employees, developing, coordinating and enforcing systems, policies, procedures and productivity standards.Establishing strategic goals by gathering important business, financial, service and operations information.Identifying and evaluating trends and options, choosing a course of actions, defining objectives, evaluating outcomes.Maintaining quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, identifying trends and recommending system improvements.

Serbia

• Required to oversee and coordinate multiple projects; Responsibilities of this role originate in the Sell Phase and extend through the Deployment Phase of the Project Management Governance Process; Oversight of Projects from Concept Phase through Deployment• Responsible for coordinating projects communications, including compiling project information for reviews and promoting Governance compliance with the project management team• Able to respond to the majority of situations with limited guidance and formulate alternative courses of action on more complex information with additional guidance from more senior employees• Assumes full accountability for overall success of a project through deployment• Define project goals and objectives; Identify customer requirements; Identify resource requirements; Ensure headcount and capital dollar resources are identified for all project phases; Track incurred and projected expenses against program plan and report to management• Develop and be accountable for the overall project plan by integrating sub-project plans; Ensure resources are committed and engaged for all project phases• Identify key projects milestones and assess risks• Prioritize resource allocation; Assist with resource negotiation; Manage cost/schedule/resource variances• Produce project documentation; Establish/maintain project information system; Monitor and control project• Manage key decision points in project plan; Communicate effectively at the Regional, and Area levels• Review and evaluate project documentation deliverables for completeness and accuracy; Conduct post-implementation review and communicate results to facilitate learning

Serbia

• Supporting 22 clients from NAMER region • Coordinating activities with various stakeholders AIM team, Network team, MSCA team, EPM team, EPS team, Packagers…• Direct communication with the customers forPatch planning, daily reporting, quarterly reporting, weekly meetings via various communication channelsAsk customers targeted questions and provide prompt and accurate feedback.Root cause analysis.• Daily monitoring of ATMs in various tools and cross checking with the reports.• Troubleshooting AMT connectivity and update operational status in SharePoint.• Various software, campaign and Microsoft security patches deployment using SCCM and IT Client Automation Manager (CA)• Properly escalate unresolved issues to appropriate internal teams• Refer to internal database or external resources to provide accurate tech solutions• Ensure all issues are properly logged and prioritize the several open issues at one time.• Prepare accurate and timely reports• Document technical knowledge in the form of notes and manuals- SCCM/GCSM (Microsoft System Center Configuration Management 2007, 2012) - SW Distribution- CA/EPM (Computer Associates) - IT Client Automation (SW Distribution)- AXEDA Enterprise (Remote Diagnostic tool)- GASPER (ATM Monitoring SW)- GEMS, GMSS (Global Managed Service Support)- Office 365, Office, Exchange Server, SharePoint, Microsoft Lync (Additional tools)

Serbia

Projects:2012 – 2013 Project lead on implementation of new corporate website and web shop2014 – 2015 Project lead on the new website for the loyalty club that has more than 36 000 users Build functional and easy-to-use website• Test website across browsers, operating systems and devices. Maintain, configure and troubleshoot servers• Ensure site security by setting up firewalls and login pages. Optimize loading speeds and capacity• Update website content and review SEO. Monitor and analyse site performance (e.g. traffic, conversions)Address user complaints As a designer my responsibilities were: Interpreting the Companies business needs and developing a concept to suit their purpose; Using innovation to redefine a design brief within the constraints of cost and time; Working with a wide range of media, including photography, audio, video, animation and computer-aided design; Working on layouts and art working pages ready for print; Keeping abreast of emerging technologies in new media, particularly design programs such as InDesign, Illustrator, Photoshop, Dreamweaver, Premiere; Developing interactive design;As well as brand development, web site traffic growth, web site UI and advertising revenue. Developed brand strategy and statistics systems. Graphic design. Organizing market research. Writing press releases. Arranging promotional events. Assessing the results of a marketing campaign. Helping to drive online traffic with web-related campaigns.

Beograd

Brand development, web site traffic growth, web site UI and advertising revenue. Developed brand strategy and statistics systems.Graphic designOrganizing market researchWriting press releasesArranging promotional eventsAssessing the results of a marketing campaignHelping to drive online traffic with web-related campaigns

Belgrade

• Troubleshot, repaired software and hardware problems on PCs, laptops, workstations and printers• Supported IT Projects with end-to-end system solutions• Consulted individuals and groups on computer equipment needs and recommended upgrade options• Implementing new solutions and upgrading old PC stations• Resolved virus and malware issues with a 95% success rate• Prepped new laptops and desktops for deployment; installed software and operating systems

Belgrade

Monitoring and controlling security operations and supervising security staff duties. Fully in charge for the security operations in my shifts - making sure that over 400 staff members are in their places, ensuring that official entrances are being used and operated according to the security procedures, that all entries to the university village are approved and tracked, end of shift summary and 'handover" reporting.

Serbia

During the studies, I was a selected to become Graduate Teaching Assistant on database courses (Oracle and MS access) and MS Office courses (MS Word, MS Excel, MS Power point). Also in that time, I was a part of universities IT team and we worked on projects such as: • Implementation of video conferences for distance learning • Software development for the access control and time tracking for employees• Development of the first universities ALUMNI website• Backed up and restore data, operating systems, files, and drivers• PC maintenance (150+ PCs)

Master'S Degree, Information Technology Project Management

Engineer'S Degree, Computer And Information Science, 8,9