Djordje Ducic

Experience

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  The Clubber Magazine

  Jun 2016 - Dec 2016

  Columnist and Communications Manager
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  Artace Inc.

  Mar 2017 - Aug 2017

  Data Research Specialist
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  Sitel Group

  Oct 2017 - Jun 2019

  Customer and Technical Support

  Provide exceptional customer and technical support across various channels, ensuring prompt issue resolution and client satisfaction.Utilize strong troubleshooting skills to address technical inquiries and guide customers through solutions effectively.Collaborate with teams to escalate complex issues and improve service delivery processes.Continuously enhance product knowledge and service protocols through Sitel's training programs.Dedicated to delivering personalized service and contributing to exceptional customer experiences at Sitel Group. Show less

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  Value Shore

  Jun 2019 - now

  Manage end-to-end service delivery for End User Computing (EUC) and infrastructure/network teams, ensuring alignment with client requirements and business objectives.Direct deployment, support, and optimization of end-user devices, network infrastructure, and IT services to meet SLAs and enhance operational efficiency.Implement ITIL best practices to standardize service delivery processes, including incident, problem, and change management.Coordinate with stakeholders to resolve escalated issues, manage expectations, and drive continuous service improvement initiatives.Oversee contract negotiations, billing, and financial aspects of service delivery to ensure profitability and client satisfaction.Develop and deliver regular performance reports, KPI analysis, and strategic recommendations to senior management and clients.Lead a team of technical specialists, providing mentorship, performance evaluation, and professional development to drive team effectiveness and morale. Show less

  • Service Delivery Manager

    Oct 2021 - now

  • EUC Manager

    Dec 2019 - Oct 2021

  • EUC Analyst

    Jun 2019 - Dec 2019