Nenad Vasković Email & Phone Number

Serbia

Belgrade, Serbia

▪ Contribute to the success of our customersby working with them to understand theirrequirements and needs, devise solutions,define user stories and backlog items andimplement them with the developmentteam▪ Make an immediate and lasting impact bybuilding web-based SaaS Software thathelp customers embed sustainability intodaily business processes▪ Communicate on the technical level with theother members of the development teamand translate business capabilities totechnical concepts▪ work together with a team in an agileprocess▪ Adjusting and improving each iteration ofthe product before release▪ Identifying areas of improvement▪ Keeping customers informed of the statusof the product▪ Keeping track of how our features areused and if they solve customer problems

Belgrade

• Organizing and managing all phases of the project to ensure on-time completion• Understanding and communicating client business needs to project team• Assisting in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility• Developing, maintaining and effectively executing project plan throughout the project life; ensuring timely revision of project plan to meet changing needs and requirements• Measuring project performance using appropriate tools and techniques in order to monitor the progress of the project and propose solutions to problems• Assembling and coordinating project team members; assigning individual responsibilities• Mentoring team members and supporting their professional growth

• Develop product strategy vision and developing short, medium and long-term features to achieve the vision• Creating a great user experience• Collaborate with design team to create intuitive, modern user interfaces across multiple platforms• Work closely with engineering teams to deliver product to market• Planning marketing initiatives to increase brand awareness• Proactively identify and resolve strategic issues that may increase the team’s ability to meet strategic financial and technical goals• Actively managing content strategy• Engage the organization in managing customer relationships, revenue, and profit• Create a persistent focus on the customer in the actions the company takes• Support leaders in their role as cultural leaders in the transformation journey

Belgrade, Serbia

• Hiring, training, mentoring and overall managing all levels of Customer Support, currently team based in Belgrade, Serbia.• Refining and designing Customer Experience Journey maps• Co-operation with Product Management team in order to improve customer experience.• Optimizing information flow and co-operation with QA team.• Mapping and optimizing process flows. Creating process maps and documentation through Lean Six Sigma process. Result: First response time reduced. Full resolution time reduced. Satisfaction score increased• Defining KPIs and SLAs. Measuring, reporting and improving.• Organizing and running daily and weekly meetings with all teams, making sure that each team member is up to date with every company information.• Holding individual coaching sessions with team members in order to improve work quality and experience.• Creating daily, weekly, monthly and quarterly reports regarding team and individual performance. Following up on these reports and creating action plans for performance improvements.

Belgrade

• Reviewing, analyzing, and summarizing tickets raised in Zendesk, Podio, or informally by the support team into valid reproducible defects, and file these in JIRA. • Reporting a defect concisely, detailing all vital information about the problem across platforms and applications.• Prioritization of defects based on a number of elements including customer need, frequency or business impact/severity.• Escalate issues and provide feedback to Project Managers regarding defects, so that they can be allocated time in the development phase.• Competence with using defect management tools such as JIRA.• With the assistance of other members of the QA team, verify that defects have been fixed and work within required constraints. • Ensure that defects can be reproduced and ensure that similar tickets are consolidated. • Able to demonstrate good communication in order to facilitate constructive dialogue between the defect reporter(s) and defect resolver(s).• Provide detailed information on all test issues across hardware/software combinations, through investigation or communication with the Customer Support Agent, the customer or through exploratory testing• Attend daily and weekly meetings between teams situated in the geographically distant locations through available processes, take minutes and follow up on actions.

Belgrade

• Extensive knowledge of networking and TCP/IP protocol stack: HTTP, DNS DHCP, Telnet, SSH, SMTP, TCP, UDP, IPv4/IPv6, ARP, MAC.• Extensive knowledge of VPN protocols: PPTP/L2TP/IPSec/OpenVPN• Professional experience in configuring routers (Open source and/or SOHO routers) like DD-WRT/Tomato/OpenWRT/AsusWRT – Merlin • Acting as escalation point of contact for technical and procedural issues

Belgrade

Blegrade

• Copywriter and web portal editor of www.zivotinje.rs• Responsible for maintaining, network, hardware and software functionality at the Company

Belgrade

• Providing support to end clients• Sales consultant and QC for PC components • Providing service for PC components• Responsible for maintaining, network, hardware and software functionality at the Company

Belgrade

• Quality Control for PC components • Testing PC components