IVAN FILIPOVIC
Maple Grove,MN
Summary
Dedicated professional with experience providing technical support to end users in a corporate environment. Proven track record of resolving complex technical issues quickly and efficiently, while providing excellent customer service. Skilled in troubleshooting hardware and software issues, system maintenance, and network configuration. Adept at training users on new applications and technologies, working with remote users, and staying current with new developments in the IT industry.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Applications Support Analyst
Sanford Health
Remote
05.2025 - Current
- Provided technical support for application issues, ensuring timely resolution and minimal disruption to operations.
- Collaborated with cross-functional teams to troubleshoot and resolve system errors effectively.
- Analyzed user feedback to identify areas for improvement in application functionality and performance.
- Developed training materials and conducted sessions for end-users to enhance software utilization and efficiency.
- Maintained strong relationships with stakeholders by providing exceptional service and communication throughout issue resolution process.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
Lead Help Desk Support Technician
Sanford Health
Sioux Falls, SD
04.2022 - 05.2025
- Created and maintained documentation related to system configurations, upgrades, and installations
- Trained junior staff members on how to troubleshoot common IT issues
- Assisted in developing standard operating procedures for end-user support activities
- Tested new technologies prior to implementation into production environment
- Collaborated with other departments to provide solutions that meet their business needs
- Ensured smooth transition of projects from development stage to production stage
Senior Help Desk Support Technician
Sanford Health
Sioux Falls, SD
06.2020 - 04.2022
- Performed software installations, upgrades, patches in accordance with established guidelines
- Resolved escalated support incidents from junior technicians or end-users in a timely manner
- Monitored help desk ticketing system queues for incoming requests from customers
- Completed accurate and timely logging of problems and resolutions in issue management database
Help Desk Support Technician
Sanford Health
Sioux Falls, SD
12.2018 - 06.2020
- Provided technical assistance to customers over the phone and through email, resolving hardware and software issues
- Diagnosed and troubleshooted computer systems and network related problems for both internal and external customers
- Assisted users with installation of applications on their computers or mobile devices as needed
- Developed strong customer service skills while responding to customer inquiries in a timely manner
Education
Associate of Applied Science - Health Information
Dakota State University
05.2015
Skills
- Support Ticket System Management
- Technical Support Triage
- Diagnosis and Troubleshooting
- Log analysis
- Training documentation development
- ITIL framework
Certification
- HDI Support Center Team Lead
- HDI Support Center Analyst (HDI - SCA)
- Epic Tapestry Essential
Languages
Croatian
Native or Bilingual
Timeline
Applications Support Analyst
Sanford Health
05.2025 - Current
Lead Help Desk Support Technician
Sanford Health
04.2022 - 05.2025
Senior Help Desk Support Technician
Sanford Health
06.2020 - 04.2022
Help Desk Support Technician
Sanford Health
12.2018 - 06.2020
Associate of Applied Science - Health Information
Dakota State University