Blagoje Radic

Experience

• 

  Primary Schools

  Sept 2008 - Jun 2009

  Math Teacher
• 

  Primary Schools

  Sept 2009 - Jun 2010

  Math Teacher
• 

  Almex D.O.O.

  Apr 2011 - Nov 2013

  System Administrator

  Responsibilities:- IT manager responsible for IT team of 4 members- Installation / configuration and maintenance of windows server and SQL database- Server performance monitoring and fine-tuning of the server in real time- Remote server management- Backup system data (Backup)- Setup and maintenance of Active directory 2012R2- Maintenance of server room / rack cabinet with equipment (air condition, UPS)- Maintenance and control of the security systems (video surveillance, access control and alarm)- Requirement of computer and network equipment and spare parts for all branches- IT project management- Installation and maintenance of PC hardware- Responsible for the implementation of specialized IT system applications- Takes care of the acquisition, maintenance and "upgrade" of software applications and related licenses- Data security- Creating reports as per top management needs- IT support to end users Show less

• 

  Privax Limited

  Dec 2013 - May 2015

  Customer Technical Support

  Responsibilities:- Tier1 and Live chat agentTools:- ZenDesk- Livechat - Central log- EIR- xChatIRCPayments:- Adyen- PayPal- AvangateAdministrator- Windows Server 2012R2 environment - Domain controller (roaming user profiles)

• 

  AVG Technologies

  May 2015 - Jul 2016

  Customer Technical Support

  Responsibilities:- Tier1/2 and Live chat agent for HMA!ProVPN and AVG SecureVPN brands- Buddy for newcomers for HMA!ProVPN - I was part of the team which created procedures and macros for HMA!ProVPNTools: - ZenDesk- Zopim chat- SalesForce - Central log- EIR- SlackPayments:- PayPal- Avangate- Digital river- GoogleplayBilling agent- I was part of billing team due to technical knowledge capable of handling escalations before refunding Show less

• 

  Avast

  Jul 2016 - Oct 2020

  I was part of a LinuxOPS team which included 10+ systems engineers, architecture lead and infrastructure support manager. This team was responsible for maintaining the entire growing VPN infrastructures for 3 VPN brands (HMA!ProVPN, AVG SecureVPN and Avast Secureline VPN).Responsibilities: - Network monitoring- Servers status monitoring - Traffic limit monitoring - Server installation, decommissions and troubleshoot of any issue on the worldwide VPN network - Communication with server ISP’s worldwide - Various VPN control panel interactions - IP health monitoring, streaming and regular IP’s - Cooperation with backend, deployment of agreed changes into the master- Planning and organization of server maintenanceTools: - Icinga (Monitoring)- NS1 (Dedicated DNS service)- Puppet- JIRA- CML- Bambi- Git- Kibana- Grafana- Wireshark - DDoS analyses (investigation of pcap’s) - Docker (containers)- Bash- Openstack, WMware (virtualization) Show less Responsibilities:- Tier1/2 and Live chat agent for HMA!ProVPN, AVG SecureVPN and Avast Secureline VPN brands- Buddy for newcomers for HMA!ProVPN and Avast Secureline VPN brands- Senior Agent (responsible for a team of 5 members)- Quality check for team where I was Senior agent (support Tier1/2 tickets for all 3 brands)- I was part of the team which created procedures and macros for HMA!ProVPN and Avast Secureline VPN brandsTools:- ZenDesk- JIRA- Zopim chat- SalesForce- Central log- Tudoni- SlackPayments:- PayPal- 2Checkout- Digital river- GooglePlay Show less

  • System Engineer

    Jun 2019 - Oct 2020

  • Senior Technical Specialist

    Jul 2016 - Jun 2019
• 

  FIS

  Apr 2021 - Jan 2024

  Responsibilities:- Directly responsible for EMEA region for Prophet Suite software support- Engaged with customers in the delivery of support services and any issues customer may raise with those support services.- Active participation in client status and governance meetings representing process and quality standards. - Contributes to development of the product support function. - Reports new critical, recurring problems or client satisfaction issues to Service delivery managers.- Serves as an escalation point for client issues, and is responsible for maintaining/improving client satisfaction. - Directly responsible for managing 2 remote teams - Belgrade\Pune team (each team count 6 agents)- Ensures representatives are properly trained when new products are released, or products are upgraded or patch is deployed. - Selects, develops, and evaluates personnel to ensure efficient operation of the function.- Manage operations of teams of representatives that respond to inquiries of a technical and complex functional nature as relates to FIS Prophet products- Develops and monitors policies and procedures related to operating structure, information flow and systems that provide answers to questions and problems- Serves as a Team lead for EMEA regional agents with its responsibilities- Responsible that quarterly reviews, agent documentation and agent development are documented in Workday for senior management visibilityTools:- Teams- Team Support (ticketing system)- CentralNow (SNOW - ticketing system)- Lab Environment - FTP server (EFTP)- WorkDay- Regulatory University (RegU)- Azure\AWS Bastions - CloudView- Performance365- QuickBase- FisLink- WeLearn Show less Responsibilities:- Organizing work (Managing the day-to-day activities of the team)- Communicating goals - Delegating tasks- Leading by example- Allocating and managing resources- Managing side project progress- Reporting progress to Management- Discover training needs and provide coaching- Motivating team members to accomplish their goals- Listen to team members’ feedback and resolve any issues or conflicts- Recognize high performance and reward accomplishments- Nurturing team member strengths and identifying areas for improvement- Representing and advocating for team needs - Creating a pleasant working environment that inspires the teamTools:- Teams- Team Support (ticketing system)- CentralNow (SNOW - ticketing system)- Lab Environment - FTP server (EFTP)- WorkDay- Regulatory University (RegU)- Azure\AWS Bastions - CloudView- Performance365- QuickBase- FisLink- WeLearn Show less Technical EMEA Lead.Responsibilities:- Working on L1 and L2 Client tickets in order to support the product- Provide effective and practical solutions to customers- Guidance in how to improve the user experience of application- Live troubleshooting sessions with the clients- Application side investigation in complex cases- Close cooperation with Client environment team (IT Ops)- Close cooperation with Development team (discovering bugs)- Working on escalations of technical nature- Dealing with Severity 1 cases, including post-mortem analysis- Creating technical documentation- Reviewing current technical documentation- Document any new procedures or changes if made- Working on various projects based on requests from CX team- Be a reference for any technical questionTools:- Teams- Team Support (ticketing system)- CentralNow (SNOW - ticketing system)- Citrix Lab Environment- FTP server (EFTP)- WorkDay- Regulatory University (RegU)- Azure Bastion- CloudView- Performance365 Show less

  • Product Support Manager

    Jul 2023 - Jan 2024

  • Prophet Suite CX EMEA Team Leader

    Sept 2022 - Jul 2023

  • Senior Product Specialist

    Apr 2021 - Sept 2022
• 

  JAGGAER

  Jan 2024 - now

  Product Owner