Nenad Ristic

Experience

• 

  Metroparking Centar doo

  Jun 2011 - Sept 2011

  Bank officer

  Work as a bank officer, department of reclamation, customer care, everyday contact with the people and money transactions, financial and business administration, maintenance and update database, production and processing of business documentation and internal reports, micromanagement of the manager, shift leader, legal affairs.

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  Orion telekom doo

  Aug 2012 - Oct 2013

  Technical Support Specialist

  CRM management, level 1/Tier 1 technical support via telephone, online chat and ticket system regarding the following technologies and services: ADSL, CDMA, Wireless, VoIP, IPTV, Dial-up, Android apps and E-mail clients/webmail, escalating problems to inner teams if required, customer relation management platforms

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  Telenor

  Oct 2013 - Aug 2014

  Customer Care and Consumer Officer

  Handles incoming phone calls, provides all information to customers regarding services, promotions, monthly bill, procedures, handles customer requests, performs billing-related tasks, technical support for SMART phones and related services, cross sells through incoming calls, recommends new products and services to customers, forwards to the competent offices any comments/feedback received from customers.

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  Telenor banka

  Aug 2014 - Jan 2015

  Contact Centre and Sales Officer

  • Level 1 and Level 2 technical support to Retail departmant and Telenor shops• Support via telephone, online chat and mail system regarding the following technologies and services: Bank system, Android, iOS and web application, organizing activities for CC agents on daily basis, workforce and reporting activities, provides all information to customers regarding services, promotions, procedures etc., handles customer requests, performs billing-related tasks, cross sells through incoming and outgoing calls, recommends new products and services to customers, forwards to the competent offices any comments/feedback received from customers• QA testing of bank’s application for Android and iOS Show less

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  NCR Corporation

  Jan 2015 - Dec 2016

  BlackBerry IT Service Desk Specialist

  • Providing global IT support for Blackberry’s employees (Level 1 and level 2/Tier 1 and tier 2): troubleshooting Windows, Mac OS, Ubuntu Linux, MS Office, Internet Browsers, Cisco Anyconnect, antivirus/antimalware support, McAfee Encryption and profile push, SecureDoc, joining to RIM domain, providing remote support via SCCM and MS Lync, managing Active Directory, MS Exchange accounts, DL's, Mailboxes, VPN support, managing operations in QuickBase, creating accounts, modifying, troubleshooting connection issues, restoring users, computers, top secure BES server, administrating BES accounts, providing 2nd level support for BlackBerry devices (software, BES activation issues on Android, iOS and Blackberry OS), Jira ticketing system, certification and provisioning of WatchDox, SalesForce, BBM Protect, BBID, BBM Meetings, WebEx, Acenture, Egencia, SAP, incident coordinator during master incidents.• „GO TO“ person responsible for delegating duties and work tasks, forecast and planing of agent activities, quallity evaluation of tickets, phone calls and chat logs, handling master incidents and security procedures worldwide in order to prevent network vulnerability. Show less

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  Telenor Common Operation

  Dec 2016 - Nov 2019

  Service Desk Analyst

  Providing support for IT users in TnCO client countries and managing user requests on “End 2 End” concept, managing user access to systems - system administration (Active Directory, Windows and Unix servers, JIRA, VMware, Citrix, Office365, VPN (RSA and 2 factor authentication access), Remedy, WiFi networks, shared mailboxes and distribution lists, various vendors’ systems), managing fault reports/service calls/bugs to back offices and vendor, manual QA testing of various business-related application (QA testing projects), creating reports about the supported services, assistance to HR recruitment process for HR department and team management related to sourcing and processing new talents for IT suitable positions. Show less

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  Orion telekom doo

  Nov 2019 - May 2020

  Wholesale Account Manager

  - Respond to inquiries and creating offers for data and voice services- End-to-end project management for wholesale data services, including implementation and provisioning - from order receipt to billing- Managing business administration related to current client portfolio- Updating internal IT systems to keep and retain up to date accurate and professional customer documentation and records- Report accurately on a monthly, quarterly and annual basis

• 

  Clarivate

  May 2020 - now

  - Technology Operations: Overseeing the day-to-day operations of technology systems, including monitoring performance, troubleshooting issues, and ensuring systems are running smoothly.- Analysis: Analyzing data and performance metrics related to technology operations to identify areas for improvement, optimize processes, and enhance efficiency.- Strategy Development: Contributing to the development of technology strategies and roadmaps to support the organization's goals and objectives.- Project Management: Leading or participating in technology projects, from planning and implementation to monitoring and evaluation.- Technical Expertise: Providing expertise in technology systems, infrastructure, and processes to support decision-making and problem-solving.- Team Leadership: Mentoring and providing guidance to junior team members, collaborating with cross-functional teams, and fostering a positive and productive work environment. Show less - Contribute to the overall strategy for the Oracle EBS business system across the services supported by the Business Operations team;- Organizing day-to-day activities within the team;- Implement industry best practices to maintain a stable environment, automate tasks where possible, and monitor for deviations and issues;- Design, implement and maintain application alerts to monitor for errors, data integrity issues, security breaches, etc;- Manage accounts and permissions;- Fulfill service requests from users and stakeholders;- Perform regular data management tasks according to defined procedures;- Provide support for development projects by providing things like test data setup and data cleansing and migration;- Leading project developments with coordination between stakeholders and the development team;- Manage the planning and implementation of changes;- Participate in change deployments, patching, and other maintenance by bringing services down before maintenance, back online after maintenance, and testing to verify maintenance success;- Internal IT audit;- Collaboration and coordination with external auditors, third-parties involved in business processes;- Mentorship program;- Organizing and leading training for the graduates;- Collaboration with all parties involved in financial and IT technical/Oracle processes, inside and outside of the organization. Show less Oracle EBS Support Team Leader and Senior Application Administrator- Contribute to the overall strategy for Oracle EBS administration across the services supported by the Business Systems team.- Organizing day-to-day activities within team- Implement industry best practices to maintain a stable environment, automate tasks where possible, and monitor for deviations and issues.- Design, implement and maintain application alerts to monitor for errors, data integrity issues, security breaches, etc.- Manage accounts and permissions.- Fulfill service requests from users and stakeholders.- Perform regular data management tasks according to defined procedures.- Provide second-level support for help tickets and first-level incident investigation.- Provide support for development projects by providing things like test data setup and data cleansing and migration.- Leading project’s developments with coordination between stakeholders and development team- Manage the planning and implementation of changes.- Participate in change deployments, patching, and other maintenance by bringing services down before maintenance, back online after maintenance, and testing to verify maintenance success.- Internal IT audit- Collaboration and coordination with external auditors, third-parties involved into business' processes Show less - Spec. Service owner and lead for Oracle EBS- Spec. Service owner for CPA Direct Web- Contribute to the overall strategy for application administration across the services supported by the Business Systems team.- Implement industry best practices to maintain a stable environment, automate tasks where possible, and monitor for deviations and issues.- Design, implement and maintain application alerts to monitor for errors, data integrity issues, security breaches, etc.- Manage accounts and permissions.- Fulfill service requests from users and stakeholders.- Perform regular data management tasks according to defined procedures.- Provide second-level support for help tickets and first-level incident investigation.- Provide support for development projects by providing things like test data setup and data cleansing and migration.- Manage the planning and implementation of some small changes.- Participate in change deployments, patching, and other maintenance by bringing services down before maintenance, back online after maintenance, and testing to verify maintenance success. Show less

  • Principal Technology Operations Analyst

    Apr 2024 - now

  • Lead Technology Operations Analyst

    Nov 2022 - Apr 2024

  • Oracle EBS Support Team Leader

    Dec 2020 - Nov 2022

  • L2 Application Administrator

    May 2020 - Dec 2020