Krešimir Borbaš Email & Phone Number

Zagreb, Croatia

• Design, implement, migrate, and support Microsoft Services (Microsoft Azure or/and Microsoft 365)• Define and clarify project scope• Work on project tasks, building and deploying IT systems• Provide competent technical consulting service ensuring high level of customer satisfaction• Work on presales activities along with the sales team• Work as a third level support for client IT systems

Zagreb, Croatia

• Implementing changes on client infrastructure in accordance with ITIL best practices• Working on incidents of all levels, including L2/L3 incidents• Advanced reporting• Creating educational content and providing support to all Service Desk staff• Continuation of professional development and specialization in Azure and Microsoft technologies

Osijek, Osijek-Baranja, Croatia

• Providing multi-level support for various domestic and global clients including global fast food restaurant chains and national government institutions• Monitoring, configuration and maintenance of over 2000 Windows Server machines serving as Domain Controllers, File and Exchange servers, SCCM, SQL, Hyper-V, DPM and BizTalk servers among others• Daily work with popular ITSM systems such as Service Now and company's own ITSM solution• Administration of hybrid infrastructure including Exchange Online, Azure AD and Microsoft 365• Use of monitoring tools such as SCOM, Datadog, PRTG and Zabbix for detecting and resolving incidents on client infrastructure• Creating various reports for clients and providing additional administrative support

Zagreb, Croatia

• Incident and ticket handling (opening, resolving, escalating, closing) • Regular (remote) monitoring and review of user IT systems using monitoring tools• Gradual independent resolution of increasingly complex incidents on user infrastructure • Creating monthly reports for users• Continuous learning and professional development

Osijek, Osijek-Baranja, Croatia

• Managing a team of 15+ agents• Motivating team and ensuring that the allotted SLA and KPI targets are met• Performing quality monitoring on a monthly basis, while also providing agent feedback and training• Work scheduling and time management• Collaborating with the client and reporting/resolving any technical or operational incidents• Creating and maintaining team reports, action plans and work processes

Osijek, Osijek-Baranja, Croatia

• supporting Product Specialist and Team Leaders in maintaining English agent reports and scheduling, while also providing direct support to English agents and others• maintaining procedures pertaining to backoffice ID tasks• all previously listed tasks with emphasis on more complex backoffice issues

Osijek, Osijek-Baranja, Croatia

• Frontline support for English-speaking customers and resolution of customers' issues including: invoice clarificaton, credit card exchange, data change, security alerts and similar tasks• processing customer e-mails, alongside other backoffice tasks like ID processing, Fraud Prevention, payment processing and others

Osijek, Osijek-Baranja, Croatia

• providing direct technical and administrative support to business customers and Key Account Managers• assisting remote Point of Sales staff in the event of technical difficulties or administrative issues• resolving Data Entry tasks, alongside Invoice-related requests

Osijek, Osijek-Baranja, Croatia

• Frontline Agent tasked with resolving private customer calls within the targeted KPI's, including AHT, FCR and customer satisfaction

Osijek, Osijek-Baranja, Croatia

• Frontline technical and administrative support to private customers• Sales offers to customers

Bachelor In Computer Engineering, Cybersecurity

Mechatronics Technician