Krunoslav Labazan Email & Phone Number

Osijek, Osijek-Baranja, Croatia

Osijek, Osijek-Baranja, Croatia

Osijek, Osijek-Baranja, Croatia

• Creation of dashboard for tracking HDS team performance and currently assigned tasks.• Creation of dashboards for monitoring KPI regarding delivery vendors (at the state level and at the province level).• Automation of inventory process for the commercial merchandise with Excel VBA and SAP GUI.• Automation of stock reporting for various channels trough VBScript and SAP GUI.• Automation of reporting for delivered packages trough JavaScript, VBScript and PowerQuery.• Automation of various SAP and Excel reports.

Osijek, Osijek-Baranja, Croatia

• Additional automation of the CPE monitoring report and a redesign that enables the projection of the inflow and outflow of available CPE depending on the selected scenarios for the purpose of planning the CPE budget until the end of 2026 (as part of United Group planning).• Creation of efficiency reports for two contact center teams basedon the example of efficiency reports created for the Back Office Department.• Additional automation of monitoring the state and status of CPE at partner warehouses.• Change of business rules for evaluating the quality of the work of employees in the Back Office Department -complete redesign of Zoho forms and their automation, as well as redesign of quality reports and dashboards tofollow the changes in business rules.

Osijek, Osijek-Baranja, Croatia

• Creation of reports and dashboards for monitoring the efficiency and quality of the work of the employees of the Back Office Department, which included MS Forms and file share automation to which reports and dashboards are connected. Additional automation includes the implementation of a VBA application for sending daily efficiency reports to each employee.• Migration of the contact center to the new Avaya system. The migration was preceded by testing it in a test environment, i.e. all the functionalities of the user parts of all Avaya contact center applications (AIC, CM, CMS, ACR), from client installation, system configuration, receiving calls, creating user accounts to reports and call recordings. Website was created for agents for deploy and migration with instructions and installation procedures (Batch and VBScript) and instructions for the ServiceDesk vendor. In the installation procedures, logging was implemented, which was used to monitor the migration process of agents computers, which also served to report the same to the management.• The project of implementing a new billing system and provisioning as support from the Back Office Department in the part of OT business processes, communication with vendors for billing and provisioning. In the final phase of the project, the database is being prepared for the migration of business users to the newbilling system.• With the advent of COVID-19, finding a solution for the contact center to work from home. Technical support (Remote Assistance) in case of difficulties in the operation of Avaya applications in that mode of operation. Arrangement of backuplocations for the needs of different COVID-19 scenarios.• Participation in the FTTH project, end-to-end testing of the service activation process on optics as well as more advanced testing of CPE on the service before commercial use.• Testing the Avaya Callback Assist system.• Transition from the EN 15838 standard to the international standard ISO 18295.

Osijek, Osijek-Baranja, Croatia

• Creation of reports/dashboards for monitoring CPE, inflow and outflow, consumption by types and warehouses, consumption prediction depending on marketing plan and reparation plan (up to two years in advance).• Creation of reports and auxiliary tables for monitoring commercial invoices, commercial KPI and monthly estimates of commercial CAPEX and OPEX.• Creation of a reporting tool (Excel and Jira) for the purpose of automating the compensation process for users affected by long-term disruptions.• Development of various reports for the needs of the Department for background affairs.

Osijek, Osijek-Baranja, Croatia

• Integration of new digital channels (Chat, Viber), testing of Brand Embassy solutions, support regarding the implementation of the Chat widget on the www.optima.hr page.• Integration of HT service information in to the OT environment (applications), cooperation and debugging with the network department so that applications can communicate with HT servers.

Osijek, Osijek-Baranja, Croatia

• Implementation of H1 contact center in OT systems, recording and defining a new call flow, creation of specifications, administration on Avaya systems and testing the implemented solution.• Support regarding the integration of H1 customers and processes into OT systems and various analytics in the migration process.• Revision of the migration process of OT users to new packages, development of auxiliary tables for automating combinations of business rules and testing implemented solutions. Creating a VBA application that uses the Jira REST API for the combinations testing purposes.• Audits of various business processes used by the Customer Service Department and the Back Office Department.• Creation of an Excel VBA application for employee records within the department.• Implementation of the EN 15838 certificate in parts of communication channels and their availability (SLA), infrastructure, IT processes and business continuity plan.• Creation of an application in VB6 with a floor plan of workplaces for easier ICT maintenance at the location and easier administration of user accounts on Avaya systems.• Complete re-cabling of the communication cabinet and creation of a connection scheme for each individual port, patch panel and workplace.• Expansion of the contact center network infrastructure.• Migration of computers from Windows XP to Windows 7 OS. Through the process of purchasing new computers, replacement of around 200 PC’s(installation, testing and connection).• ServiceDesk in Osijek - computer maintenance (OS and applications installation, OS upgrades, image creation, connecting into the domain), troubleshooting of computers (HP, Dell, Lenovo) and applications, connection and configuration of Avaya IP telephones, running the network to workplaces, repairing network and power sockets, maintaining the communication cabinet (cabling between patch panels and Cisco switches), on-site support for printers and minor repairs.

Osijek, Osijek-Baranja, Croatia

• Processing requests from business customers (key and large business users and the SOHO segment) - activations, changes to customers services and deactivation.• Creation of Wiki for processes related to business customers.

Osijek, Osijek-Baranja, Croatia

• Technical support for private and business customers. It includes help with the installation of the service (CPE), 1st and 2nd level diagnostics in the case of difficulties in the operation of the service (telephone, Internet and IPTV) and trouble reporting.• Creation of instructions for fellow agents for easier diagnosis and elimination of Internet problems on Windows XP via WiFi.• Finding a solution for macOS/iOS customers who have difficulty connecting to WiFi of Sagem modems.

Osijek, Osijek-Baranja, Croatia

Technical support for private customers. It includes help with the installation of the service (CPE), 1st level diagnostics, and in the case of difficulties in the operation of the service (telephone, Internet and IPTV) reporting of problems to 2nd level and field technicians.

Electrical Engineering Technologies/Technicians

Education record