Milijana Kovacevic
Belgrade
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
6
6
years of professional experience
Work History
Team Leader
NCR Voyix
06.2023 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managing Help Desk team consisted of 80+ agents
- Responsible for meeting team's SLA's, keeping track of team's performance and noticing any trends; Advanced analysis from ServiceNow & Oracle database data.
- Developing and maintaining projects intended to improve team performance.
- Conducting 1-on-1 meetings to provide guidance, feedback, and professional development for team members.
L2 Agent, Walmart Global Support
NCR Voyix
08.2020 - 06.2023
- Point of contact for NCR technicians over email and phone.
- Dealing with software, networking and communication issues reported to Service Desk via ServiceNow/Remedy NEOS platforms and email escalations.
- Working on hardware and software of IBM Registers, Dell Computers, Appel iPads and tablets, Lexmark printers, Hobart scales and many more devices.
- Proficient in utilizing network switches for tracing MAC addresses, configuration ports, conducting cable test and monitoring network activity.
- Skilled in troubleshooting various software applications utilized by Wal-Mart, including Excel, Word, Wire, OneDrive, Verint, Connexus and others.
- Cooperate diligently with other IT team members to plan, design and develop smart solutions.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Dispatch Avoidance Project - Analyzing and resolved technical issues remotely, minimizing the need for on-site dispatches. Paid close attention to details, as even small troubleshooting steps could prevent unnecessary escalations. Contributed to cost savings of 2.5 million dollars annually by improving first-contact resolution rates.
- Maintained and updated company knowledge management pages with advanced troubleshooting steps. Ensured accuracy and clarity of technical documentation that agents use on daily basis. Used HTML to structure content and visually represent devices for easier troubleshooting.
- Priority realignment project - Ensured all tickets resolved the previous day were closed with correct SLA compliance. Adjusted ticket priority based on SLA requirements to maintain workflow efficiency. Maintained priority bucket accuracy above 90%, reducing company costs and improving service reliability.
Wal-Mart L1 Help Desk Technician
NCR Voyix
11.2018 - 08.2020
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided basic end-user troubleshooting and desktop support.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Bachelor of Electrical Engineering - Management in Electrical Engineering
Higher Technical Professional School
Zvecan, Kosovo10-2020
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- People management
- Staff training
- Work Planning and Prioritization
- Performance improvement
- Analytical thinking
- Overseeing daily activities
- Client support
- Performance evaluations
- Leadership
Languages
English
Full Professional
German
Elementary
Timeline
Team Leader
NCR Voyix
06.2023 - Current
L2 Agent, Walmart Global Support
NCR Voyix
08.2020 - 06.2023
Wal-Mart L1 Help Desk Technician
NCR Voyix
11.2018 - 08.2020
Bachelor of Electrical Engineering - Management in Electrical Engineering
Higher Technical Professional School
Similar Profiles
Anubhuti PriyaAnubhuti Priya
Software Product Owner at NCR/NCR Voyix/CandescentSoftware Product Owner at NCR/NCR Voyix/Candescent
Arvin VillaluzArvin Villaluz
Director of Global Support/SW Support Manager/SW Support Manager at Terafina Inc./NCR/NCR-Voyix/CandescentDirector of Global Support/SW Support Manager/SW Support Manager at Terafina Inc./NCR/NCR-Voyix/Candescent
ASHA RANI KONCHADAASHA RANI KONCHADA
Engineering Manager at NCR Voyix (formerly NCR Corporation of India Pvt. Ltd.)Engineering Manager at NCR Voyix (formerly NCR Corporation of India Pvt. Ltd.)
Danijel RnićDanijel Rnić
Deployment Coordinator at NCR VoyixDeployment Coordinator at NCR Voyix
Marko DašićMarko Dašić
Software Engineer at FedExSoftware Engineer at FedEx