Vladimir Radovanovic

Experience

• 

  NCR Corporation

  Jun 2017 - now

  Primary function of role is to pro-actively and re-actively monitor and respond to events, error conditions and threshold events in customer networks and systems; This includes generating or verifying the generation of incidents for all issues detected or reported and ensures the prompt delivery of service to meet our contractual terms and conditions within Service Level Agreement guidelinesPerforming initial triage, diagnosis and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines; Remotely resolving incidents within their capability and implementing known solutions to known issuesResponsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress,Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levelsDocumenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing toolsInitiate dispatch of NCR Customer Engineers or third party maintenance providers when required Show less Technical support for both POS and back office equipment, which includes PCs, registers, thin clients, printers, controllers, network equipmentWorking directly with technicians on site and assisting them with resolving hardware issuesResponding to escalations via e-mail, chat and calls and providing technical support and adviceAssisting L1 agents with troubleshooting and procedural questionsWork well in a fast paced environment with deadlines. Stay current with system information, changes and updates. Show less Providing support to NCR clients and partnersAnswering incoming phone calls, emails or tickets from clientsMonitor the notification and ticket queue screensWorking with a myriad of different teams on finding the best solution to any possible issues or requests presented by the customerSupporting a variety of back office equipment: PCs, printers, scanners, thin clientsEncompasses use of Cisco Finesse, Citrix Horizon, PuTTY, NetOP, RDP software, MS OfficeConfiguring, managing and maintaining networking equipment Show less

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    Aug 2019 - May 2021

  • Technical Support Specialist

    Jun 2017 - Aug 2019