Marko Prokic Email & Phone Number

Belgrade, Serbia

Overseeing and coordinating J1S, I.E. central intake of incidents, bugs and inquiries for all of JAGGAER cores: JAGGAER Advantage, JAGGAER Direct, JAGGAER Indirect, ASO, DML.Removing impediments and obstacles which are blocking resolution of Platform issuesCoordinating the resolution of single and cross core issues across the whole JAGGAER One.

Belgrade, Serbia

Team, priorities, and risk management of the technical incident response team.Support and moderation in troubleshooting and troubleshooting as part of incident management.Proactive management to avoid escalations.Support in the continuous optimization of incident management processes and the Incident Response Team.First point of contact for incident.

Serbia

Managing day-to-day activities of 50+ agents.Delegating tasks to team members, conducting team meetings to update members on best practices and provide encouragement.Assisting management with hiring processes, conducting training of new team members, devising specialized trainings for LV2 agents.Conducting regular performance evaluation of the team.

Serbia

Monitoring Backlog and identifying High Priority Incidents.Utilizing the 1-NCR Escalation process, by taking ownership of the Incident and engaging other Resolver groups if needed, driving it to Resolution.Proactively engaging the Customer, notifying them of the updates and Incident status thus preventing Customer escalations.Identifying opportunities for.

Belgrade

Remote support for multiple customers.Log investigation and root cause analysis, close collaboration with LV3 software support team.Log manipulation over secure FTP protocols.Devising Ad-Hoc solutions for urgent customer issues until Engineering rolls out a fix/permament solution.Improving and expanding the existing software escalation procedures, manuals.

Belgrade

Responding to customer queries and escalations in a timely and accurate manner, via phone and email.Identifying customer needs and helping customers use specific features.Analyzing and reporting product malfunctions.Creating daily status reports for customer management. Monitoring, assisting and collaborating with Customer Engineers and Field Service.

Serbia

Providing customer and technical support for NCR Self Checkout and Point of Sale terminals.Providing first level contact and conveying resolutions to customer issues.Guiding customers through problem solving processes.Properly escalating unresolved queries and close collaboration with level 3.Tracking, routing and redirecting problems to correct.

Belgrade

Providing customer and technical support for NCR Self Checkout and Point of Sale terminals.Providing first level contact and conveying resolutions to customer issues.Guiding customers through problem solving processes.Properly escalating unresolved queries to the next level of support.Tracking, routing and redirecting problems to correct resources.

Serbia

Direct selling.Working with Shop manager to improve sales, operations and profitability.Delegating work and giving tasks for individuals to do. Continuously reviewing and managing team performance. Sales planning and analyzing on a daily, weekly and monthly level.

Serbia

Charter sales.Fleet management and flight planning.Communication with international clients and airport officials.Flight coordination and passenger logistics.

Serbia

Implementation and administration of E learning systems.Design implementation through HTML and CSS.Classes coordination.User and client administration, client support.Editing and coordination of teaching materials.