Milena Dimitrijevic
Elk Grove,USA
Summary
Results-driven Customer Support Specialist with 21+ years of diverse experience in analyzing and troubleshooting complex issues, dedicated to minimizing the impact of system-level challenges through proactive customer engagement and collaboration with internal and external teams. Proven expertise in L2/L3 support, combined with a strong background in software development, facilitates effective resolution of technical problems while enhancing overall user satisfaction. Committed to leveraging extensive technical knowledge and interpersonal skills to drive continuous improvement for holistic support delivery.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Technical Support Specialist II
ARDx Informatics, Abbott
12.2023 - Current
- Providing RALS Server support enabling laboratories to standardize processes and automate routine procedures while enhancing user satisfaction
- Troubleshooting the system, configuring hand-held medical devices, and generating data management reports for operators
- Assisting customers with field calls, technical issues, real-time phone and email support, interfacing with manufacturers' product support and vendors
- Document cases in the complaint handling system, using guidelines to ensure comprehensive and quality documentation, assess a Customer complaint for medical device reporting requirements and CAPA records
Full-time Parenting
Career Break
07.2019 - 01.2023
- Time away from professional career to focus on my growing family.
Technical Support Engineer II
Customer Engagement, Rittal
08.2017 - 07.2019
- Provided technical support and solutions for customers, distributors, and Rittal sales team
- Provided assistance with the development of project BOMs, technical data, application presentations, as well as spare parts
- Provided training to customers and customer service team for a more efficient and smooth service
- Implemented processes to support and enhance technical support functions
- Assisted with the creation and development of performance metrics
- Assisted with the development of Q&A database and technical support library
Senior Support Engineer
Delivery Services, Nokia Networks Inc.
08.2011 - 11.2016
- Provided technical, real-time phone support assistance to resolve network issues for Verizon Wireless commercial CDMA 1X and EvDO Radio Access Network (RAN) system across North America. Issues were related to installation, database configuration, software upgrades, and network performance.
- Drove high visibility cases: from initial reporting to resolution
- Setup, controlled, and drove outage bridges with recovery engineers
- Performed outage root cause analysis and conducted postmortems
- Defined and reviewed data collection procedures for various platforms
- Contributed to the team strategy by meeting all initial response and workaround or resolution times, supporting CDMA Network end to end
- Conducted technical training for the support team
Customer Operations Consultant
Customer Network Resolution Center, Motorola Solutions Inc.
03.2008 - 08.2011
- Provided consultation and direct technical support for mobile network commercial system real-time to resolve software issues and ensure system availability
- Interacted and cooperated with Account and Development teams as well as testing organizations in Poland, Brazil, and China, managing critical issues as per Customer specifications
- Led Engineering Fault Analysis of hardware failures in the field
- Collaborated closely with management in order to analyze the effectiveness of customer service and make recommendations for changes
Functional Area Lead
Customer Support Group, Motorola Inc.
08.2005 - 03.2008
- Provided L3 support for (lab and commercial) Radio Access Network infrastructure, including software, hardware, network configuration and operation management, and system performance for Verizon Wireless, Alltel, Sprint, and China Unicom, India Tata, and Brazil ViVo.
- Field experience investigating and resolving numerous high priority customer and test lab issues
- Trained off shore team members on existing product designs, outlining detailed overview of the product and all applicable functional areas
- Delegated issues to off shore team members
Senior Software Engineer
BTS Software Development Group, Motorola Inc.
01.2001 - 08.2005
- Collaborated with Systems Engineering in order to define and implement product requirements
- Developed software (C language) for multiple applications within the CDMA Base Transceiver Station (BTS) and Universal Base Station (UBS) product on real time embedded applications on top of VxWorks operating system
- Hosted code design reviews of software implementations
- Performed lifecycle and configuration management for all products within the relevant functional area
Software Engineer Intern
BTS Software Development Group, Motorola Inc.
05.1999 - 12.2000
- Designed O&M tools for various simulators
- Developed Unit Tests for various functional areas
Education
Master's of Engineering -
University of Illinois at Chicago
12.2006
Bachelor's of Computer Science - undefined
University of Illinois at Chicago
12.2000
Skills
- Analytical skills
- Fault isolation
- Root cause analysis
- Complaint handling
- Incident management
- Technical troubleshooting
- Remote support
- Customer Service
- Customer support
- CRM, Salesforce
- Helix
- Citrix
- Remedy
- VxWorks, Linux
- C, C, Java
- CAD
Certification
- Engineering Management and Law Certificate
- Nokia Emergency and Outage Certification
- LTE Associate Certification
Languages
Serbian
Native or Bilingual
Timeline
Technical Support Specialist II
ARDx Informatics, Abbott
12.2023 - Current
Full-time Parenting
Career Break
07.2019 - 01.2023
Technical Support Engineer II
Customer Engagement, Rittal
08.2017 - 07.2019
Senior Support Engineer
Delivery Services, Nokia Networks Inc.
08.2011 - 11.2016
Customer Operations Consultant
Customer Network Resolution Center, Motorola Solutions Inc.
03.2008 - 08.2011
Functional Area Lead
Customer Support Group, Motorola Inc.
08.2005 - 03.2008
Senior Software Engineer
BTS Software Development Group, Motorola Inc.
01.2001 - 08.2005
Software Engineer Intern
BTS Software Development Group, Motorola Inc.
05.1999 - 12.2000
Bachelor's of Computer Science - undefined
University of Illinois at Chicago
Master's of Engineering -
University of Illinois at Chicago