Milan Kostic

Experience

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  Freelancer

  Aug 1998 - now

  Freelance

  Computer hardware and software troubleshooting, ....

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  DRAMIN d.o.o

  Oct 2003 - Nov 2003

  Administration assistant

  1.Translating business communications from english to serbian and vice versa2.Searching the internet for relevant data3.Maintenance of computers and network

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  First Beat Media Inc.

  Jun 2011 - Jan 2012

  Consultant

  1.Creating PPC campaigns using Google AdWords,AdXpansion and other tools.2.Creating ad groups,organizing keywords,writing text ads,creating banners for PPC campaigns3.Monitoring PPC campaigns statistics and their maintenance and optimization

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  ALTI d.o.o.

  Mar 2013 - Jun 2015

  Web associate

  Writing articles about popular IT technology and video games for http://blog.winwin.rs/Answering questions and helping people to choose the right product for them or solving a problem they have with a productAlso editing, writing, administration for http://www.winwin.rs/ www.facebook.com/pcpracticwww.facebook.com/winwincomputershop

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  NCR Corporation

  Jun 2015 - Apr 2016

  1.Creating, dispatching and monitoring of all OLG(Ontario Lottery and Gaming) emergency work orders in the FSC Canada within specific geographical area2 Creating specific work orders (installs, deinstalls and PM’s(preventive maintenance)) as per OLG’s request and scheduling them in a timely manner.3.Scheduling, rescheduling, cancelling all types of work order’s as per OLG’s request4 Escalating any emergency OLG work orders that exceed agreed SLA. Escalating any other type of OLG work orders that need to be completed during work hours of specific day.5. Actively communicating with OLG and with Customer Engineers to ensure all proper procedures are fulfilled and all mistakes are corrected.6. Creating and distributing daily reports on completed OLG’s work orders.7. Tracking and updating status of installed pinpads on sites within specific geographical areas and maintaining pinpads database. Show less 1. Position is responsible for the proactive planning and monitoring of all incoming work order allocations in the FSC Canada within specific geographical areas as assigned, including field resources and parts issues2. Identifying and escalating any situation that requires prioritization and urgency; Maintaining effective and timely communication with customers and executives; Paying more attention on customer SLA’s(service level agreements) 3 Appling knowledge of broad work area procedures, teams and activities; Applied attention to detail and task accuracy; 4.Making and distributing various daily reports regarding CE’s performance, Outlier work orders, specific customer SLA’s performance(for example Starbucks, McDonalds,…) and various other reports 5. Creating, closing and cancelling work orders as per request. Show less 1. Support the activities of the Customer Engineers (CEs) assigned to this position within a particular geographic region or territory; Plan, prioritize, assign, and monitor all open work orders for CE’s, ensuring the prompt delivery of service to meet our contractual terms and conditions;2. Responsible for identifying and escalating to the Team Leader or the Territory Manager, or the correct person, any situation that will cause a work order to exceed the specific contractual response or fix time; Gathers problem information and records data in desktop tools;3. Working with other Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall4. Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to CE’s within the territory; Scheduling customer installation activity Show less

  • Lottery Dispatch

    Oct 2015 - Apr 2016

  • Escalation Specialist

    Aug 2015 - Oct 2015

  • Field Service Coordinator

    Jun 2015 - Aug 2015
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  Novomatic Lottery Solutions

  Apr 2016 - Nov 2019

  Service Desk Analyst

  A Service Desk Analyst is responsible for the proactive handling of all incoming calls and support requests received within a specific geographic territory or client's responsibility.1. Act as a single point of contact for all requests and incidents2. Document customer issues in ticketing system3. Plan, prioritize, assign, and monitor all open tickets, ensuring the prompt delivery of service to meet our contractual terms and conditions4. Interact with clients5. Strive to meet and exceed all Service Level Agreement goals6. Escalate issues which may require additional attention7. Work in shifts8. Work according to ISO 27001 and ISO 9001 certification Show less

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  Pollard Digital Solutions

  Nov 2019 - now

  The System Administrator is responsible for keeping the PDS IT systems functional, including: *Act as a single point of contact for all requests and incidents*Document customer issues in the ticketing system*Plan, prioritize, assign, and monitor all open tickets, ensuring the prompt delivery of service to meet our contractual terms and conditions*Make sure that all systems are working properly *Assist employees with problems at their workstations/laptops, keep equipment in meeting rooms working*Patch management for workstations and servers*Keep virus protection up to date on servers and workstations*Maintain and monitor the IT systems used within the company*Protect the company from external and internal IT threats*Responsible for IT license management*Interact with clients, strive to meet and exceed all Service Level Agreement goals*Escalate issues that may require additional attention, prepare Incident Reports and Root Cause Analyses for major incidents*Work in shifts*Comply with ISO 27001 and WLA policies and procedures Show less * Support for Windows and Linux users in all of our offices* Active Directory administration* Windows Server administration* Microsoft 365 support and administration* Window Update services (WSUS) server administration* Atlassian Jira and Confluence support and frontend and backend administration* Amazon AWS support and administration* Kaspersky Endpoint Security for business support and administration* DUO 2-factor authentication support and administration* VPN support* Support and administration for tools and services like: BitBucket(Stash), Bamboo, Datadog,...* Security checks, vulnerability scans and patching of Windows and Linux based servers* Monitoring of production servers and environments through tools like Zabbix, Grafana and Pingdom* Service Desk Incident management in accordance to ITIL* Root Cause Analysis, Incident Reports, SLA reports compiling, creation* Asset management Show less

  • System Administrator

    Jun 2022 - now

  • Service Desk Analyst

    Nov 2019 - Jun 2022