Stefan Nikolic Email & Phone Number

Banja Luka, Serb Republic, Bosnia And Herzegovina

Working as a Project Manager and Business Analyst on maintenance projects for mobile applications for numerous banks Key roles performing as a Business Analyst:-Analyzing requests that have been reported (directly or indirectly) by the stakeholders; requests includeimplementations of new features, bug reports, change requests, etc.-Creating detailed specifications for implementation of new solutions and change of the already existing features-Estimating costs for… Show more Working as a Project Manager and Business Analyst on maintenance projects for mobile applications for numerous banks Key roles performing as a Business Analyst:-Analyzing requests that have been reported (directly or indirectly) by the stakeholders; requests includeimplementations of new features, bug reports, change requests, etc.-Creating detailed specifications for implementation of new solutions and change of the already existing features-Estimating costs for aforementioned implementations and requests-Performing user story testing on the new implementations and change requests, also performing sanity tests on bug fixesKey roles as a Project Manager:-Working with a team of 9 developers - 3 Android, 3 iOS, 3 backend (Java)-Defining project objectives, project scope, roles and responsibilities-Preparing detailed tasks based on the specifications-Defining resource requirements and managing resource availability and allocation-Preparing a detailed project plan to schedule key project milestones-Managing delivery of the project according to this plan-Tracking project and providing regular reports on project status-Managing and adjusting for any changes in project scope, resource availability, schedule and budget changes-Mitigating and identifying potential risks-Managing the relationship and communication with the client and all stakeholders, ensuring the project is delivered to their satisfaction Show less

-Working on finding quick resolutions to complex issues that are negatively impacting customers' business operations-Assisting in the creaton of knowledge base that would increase the number of FCR and shorten the call duration in general, thus increasing customer satisfaction-Serving as an SME for any Aloha POS / Windows related issues-Providing remote assistance with the installation of Aloha POS servers and other hardware, and installing all necessary software components required… Show more -Working on finding quick resolutions to complex issues that are negatively impacting customers' business operations-Assisting in the creaton of knowledge base that would increase the number of FCR and shorten the call duration in general, thus increasing customer satisfaction-Serving as an SME for any Aloha POS / Windows related issues-Providing remote assistance with the installation of Aloha POS servers and other hardware, and installing all necessary software components required for a successfull operation-Gained experience in various credit card processing softwares like SoftPoint and Freedompay, and in Point-of-Sale solutions like Brink POS and Xenial-Scheduling both hardware deliveries and technical personnel to assist with aforementioned hardware installations Show less

-Organizing shift schedules, in charge for providing coverage and maintaining business flow-Processing PTOs, Paid Leaves, Sick Leaves, reviewing, approving, correcting and submitting employee's work hours-Organizing, scheduling and leading hiring interviews-Setting up, organizing and partaking in training for new hires-Organizing and leading team-based meetings-Evaluating and tracking progress of team members-Recognizing and enforcing improvement measures and other… Show more -Organizing shift schedules, in charge for providing coverage and maintaining business flow-Processing PTOs, Paid Leaves, Sick Leaves, reviewing, approving, correcting and submitting employee's work hours-Organizing, scheduling and leading hiring interviews-Setting up, organizing and partaking in training for new hires-Organizing and leading team-based meetings-Evaluating and tracking progress of team members-Recognizing and enforcing improvement measures and other correctional methods-Producing, updating, reviewing and providing various work-related reports-Assigning workload on daily basis based on ability to evaluate employee's skill set and workload requirements -Handling and assigning escalations/escalated incidents; directly engaging on high profile escalations and driving them to a resolution in order to re-establish positive customer satisfaction-Working on JIRA cases for customers that require special treatment due to ongoing on-boarding or pilot implementations-Organizing, partaking and leading internal discussions/meetings focused on improving general processes within L3 team or with focus on specific customers-Organizing, partaking and leading customer facing discussions/meetings in regards to ongoing active or specific incidents and delivering an action plan which will lead to problem resolution-Being involved with and having knowledge in all three types of support models within L3 PoS Support (Local Office accounts, Major Accounts, Corporate/Reseller accounts)-Serving as SME for client-specific processes of the aforementioned accounts-Supervising and maintaining internal/external communication via three different email aliases dedicated to their respective support models-Serving as point of contact to senior and junior agents, both for administrative and technical side of work-Providing, creating and collecting various troubleshooting documentation Show less

Banja Luka, Bosnia And Herzegovina

- Working on solving complex technical problems- Detecting, investigating, recreating problems in approximately 12 different Aloha POS Software Solutions - Reporting and tracking defects through internal systems and turn around fixes for Production issues, set up environment to reproduce issues and test potential workarounds.- Network troubleshooting (advanced)- Advanced Windows services and protocol troubleshooting- Windows command line interface - Collaboration with… Show more - Working on solving complex technical problems- Detecting, investigating, recreating problems in approximately 12 different Aloha POS Software Solutions - Reporting and tracking defects through internal systems and turn around fixes for Production issues, set up environment to reproduce issues and test potential workarounds.- Network troubleshooting (advanced)- Advanced Windows services and protocol troubleshooting- Windows command line interface - Collaboration with development and QA teams using JIRA- Familiarity with ticket tracking systems (GEMS, NEOS)- Ensuring knowledge transfer via documentation and hands on training to other teams including Level 1 and Level 2 teams- Working in a dynamic and high-volume work environment Show less

Banja Luka, Bosnia And Herzegovina

- Performing advanced diagnosis and troubleshooting while proactively notifying customers of all problems within Service-Level Agreement (SLA) - Responsible for Problem management process which involves root cause analysis (RCA) - Proactively detects and prevents future problems/incidents- Responsible for training new employees and following their junior development- Responsible for providing occasional coverage for management positions

Banja Luka, Bosnia And Herzegovina

- Real-time audio interaction with the customers along with providing remote assistance when it comes to resolving both software/hardware issues - Following Level 1 processes and procedures and gathering necessary information by evaluating and analyzing problems for further escalations- Providing clear communication on the root cause, its resolution and possible work-around

Banja Luka, Bosnia And Herzegovina

-Translation of the specific Acts of Law, different summit plans and various other documents related to the aforementioned Government department-Correspondence with clients and other governments