Tomislav Martić
Osijek
Summary
A dedicated professional with a Bachelor's degree in Informatics and over three years of diverse experience in IT and software development regarding Linux support to end users, technical support in SaaS environments and software engineering in cloud native telco environment.
Overview
6
6
years of professional experience
Work History
Software Engineer
Optiva
03.2024 - Current
- Developed shell scripts for automating configuration management and monitoring, including the setup and optimization of Prometheus and RabbitMQ services
- Engaged in quick troubleshooting and minor fixes within Kubernetes clusters to enhance system performance and stability
- Managed infrastructure as code using Terraform, facilitating rapid deployment and scaling of environments
- Responsible for the continuous integration and deployment of applications through Jenkins
Technical Support Specialist
TVbeat
06.2022 - 12.2023
- Diagnose and independently manage customer-reported issues related to the tvbeat platform
- Oversee resolution of all technical issues coming from customers including high-urgency issues requiring Engineering assistance
- Provide an initial 1st line response to the customer all the way through triaging technical issues to Tier 2/3 engineering
- Prioritise and manage several open issues and various priorities at the same time
- Ensure SLA obligations with customers are observed and met
- Write support documentation/articles to enable our customers to self-serve and reduce inbound tickets
- Contribute to and build internal resources to improve the efficiency of the support team
- When applicable, escalate critical incidents directly to the Support manager and on-call engineering team
Linux Support Technician
Touch Support
09.2018 - 11.2019
- Serving numerous hosting companies with my technical and customer service skills while following their unique procedures
- Root access to hundreds of CentOS bare-metal and VMs
- I'm troubleshooting website, migration, networking, DNS and SSL issues while working with end-users through various support channels such as tickets, live chat and phone calls
- Experienced with various ticketing systems such as Sales Force, Zendesk, Kayako, WHMCS and more
- Domain management, Relaying server-specific client configuration options, Service monitoring reactionary items (contacting data center or following emergency reaction policies)
- Password resets
- Troubleshooting DNS issues
- System log investigation
- Phishing or malicious content investigation
Education
BACHELORS DEGREE - INFORMATICS
Faculty of Electrical Engineering, Computer Science and Information Technology
Skills
- Git
- Linux
- Jenkins
- Terraform
- Kubernetes
Personal Information
Date of Birth: 12/19/93
Phone
mobile, (+385) 955247871
Timeline
Software Engineer
Optiva
03.2024 - Current
Technical Support Specialist
TVbeat
06.2022 - 12.2023
Linux Support Technician
Touch Support
09.2018 - 11.2019
BACHELORS DEGREE - INFORMATICS
Faculty of Electrical Engineering, Computer Science and Information Technology
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