Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
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Ivana Milićević

Ivana Milićević

Technical Support Engineer
Prague,5

Summary

Technical Support Engineer with more then 8 years of experience in helping clients maintain smooth operations. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in diagnosing and providing support to customers and recommending solutions for their pain points in a timely manner.

Proud "Run Your Shop" award winner.

Overview

16
16
years of professional experience
3
3
Languages

Work History

Technical Support Engineer, Plus

Outreach
6 2022 - Current
  • Investigating and diagnosing complex technical issues reported by customers using product knowledge, troubleshooting skills and techniques on chat/messaging, phone and emails and providing solutions to customers
  • Finding and providing solutions for some functionalities that customers would like to have and testing product for possible solutions
  • Making sure that company security policies are respected as well as customer data
  • Collaboration between colleagues, teams and engineers to deliver fast resolution to customers and to ensure that software is running smoothly for end customers
  • Supporting new team members by assisting them and helping them to find solution of some complex technical issues
  • Assisting colleagues In Office Hours by reviewing some complex tickets to find resolution
  • Participating in engineering sessions called Bug Bashes with testing new features before releasing them or existing ones for potential bugs

Technical Support Analyst

NCR Corporation
07.2021 - 09.2021
  • Providing Level 2 support in English and Spanish language to NCR technicians about NCR products (ATM's, Self Checkout's) for different clients

IT Support Technician

NCR Corporation
01.2019 - 07.2021
  • Identifying and providing solutions for any technical (hardware or software) issues for internal NCR employees in Spanish and English language, over phone and remotely using various tools, handling software installations and hardware repairs / replacements according to company procedures and policies

Help Desk Agent

NCR Corporation
01.2016 - 01.2019
  • Providing technical support for various NCR clients by following company procedures and policies. Troubleshooting and solving their issues within company SLA's.

TV Reporter & Website Administrator

RTV Pančevo
04.2008 - 01.2016
  • Interviewing relevant people, writing, recording and editing television reports about relevant subjects for daily news and administrating website with uploading content on daily basis

Education

Bachelor's - Philology

Faculty of Philology
University Of Belgrade, Serbia
04.2001 -

Skills

Analytical

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Accomplishments

Participated in one of the projects within Outreach for Basic ARR customers in order to help them resolve their issues and pain points. Goal was to reduce the number of escalations by working on the tickets fast, to the point, by finding workarounds and solutions to their requests. We were awarded as a team in March 2024 as a Tiger Team in 'Race to 300'


Quarterly "Run Your Shop" award winner in December 2023 for my personal accomplishments and achievements


Worked on a project called Business Continuity Plan (BCP) in NCR. My duty was to manage a team of selected individuals, to organize training for them and to make them capable of working as Global Help Desk IT support team in case of any unexpected business interuptions or emergency.

Additional Information

Participated in one of the projects within Outreach for Basic ARR customers in order to help them resolve their issues and pain points. Goal was to reduce the number of escalations by working on the tickets fast, to the point, by finding workarounds and solutions to their requests. We were awarded as a team in March 2024 as a Tiger Team in 'Race to 300'

Quarterly "Run Your Shop" award winner in December 2023 for my personal accomplishments and achievements

Timeline

Technical Support Analyst

NCR Corporation
07.2021 - 09.2021

IT Support Technician

NCR Corporation
01.2019 - 07.2021

Help Desk Agent

NCR Corporation
01.2016 - 01.2019

TV Reporter & Website Administrator

RTV Pančevo
04.2008 - 01.2016

Bachelor's - Philology

Faculty of Philology
04.2001 -

Technical Support Engineer, Plus

Outreach
6 2022 - Current

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Ivana MilićevićTechnical Support Engineer