Responsible for IT and applications related questions for end-users company wide:
- Handle support requests from end users via ServiceNow, email, chat, and phone,ensuring timely and effective resolution.
- Troubleshoot and resolve issues across Windows client systems and related Microsoft services, including print servers, DHCP, and DNS.
- Manage user accounts and permissions in AD, AAD, SAP IDM, and other cloud applications, ensuring secure and efficient access.
- Escalate complex problems to 2nd line support, ensuring accurate and timely handover. Then follow up with customers and the 2nd line team to confirm issue resolution and maintain high customer satisfaction.
- Perform daily checks on critical SAP processes, taking appropriate action to maintain system integrity.
- Participate in change management, testing new developments and improvements to existing workflows, making reports for contributing to continuous improvement.
- Creating knowledge base articles about issues and their resolutions, enhancing the library for future reference.
- Training and mentoring new colleagues while sharing best practices to ensure team's consistency.
Providing IT Support for Coca-Cola HBC employees in ex-Yugoslavia countries:
- Respond to end-user inquiries via phone, email, and Teams messages, ensuring prompt
and effective support.
- Diagnose and resolve IT issues with devices and software, providing efficient solutions for end-users.
- Address end-user needs strategically, considering business requirements, SLAs, and organizational hierarchy.
- Used PowerShell to identify specific AD groups, owners, and AAD links during company merger integration; then reported my findings to the concerned IT managers.
- Collaborate with Service Desk Analysts and Level 2 support to enhance problem-solving efficiency and technical solutions.
- Monitor and analyze users and devices using Intune for optimal performance.
- Maintain and update KB documentation, ensuring accurate and current information.
- Provide general SAP support, including user maintenance, printer redirection, UI setup, and access troubleshooting.
- Chosen for job-shadowing sessions with the new team, providing guidance and tips to help them master the IT Support role.
Contract based with National Museum of Kumanovo and local SMEs
- Install hardware and software.
- Managing groups and users accounts in Active Directory.
- Microsoft 365 (creating mailboxes, distribution lists, delegations).
- Troubleshooting and updating drivers.
- Set up and configure peripherals (printers, projectors, speakers).
- Using apps for remote access (TeamViewer, Remote Desktop, AnyDesk, LogMeIn).
