Vukašin Cikić

• Served as L2 Support lead for the Customer Success team, diagnosing and resolving platform issues for global clients.
• Conducted root cause analysis (RCA) and managed bug triage via Freshdesk; facilitated direct support calls with clients and third-party vendors.
• Executed API-level testing with Postman; worked alongside engineering for backend and cloud service validation.
• Monitored operations in real-time using Grafana and New Relic; identified anomalies and assisted in production RCA.
• Managed Freshdesk configurations, enhanced workflows, and reported on service level agreements (SLA).
• Developed internal reports and dashboards highlighting recurring issues, trends, and client feedback.
• Engaged in agile ceremonies (scrum, stand ups) and shared client insights with Product and QA teams.

Technologies used: Freshdesk, Postman, REST APIs, Grafana, New Relic, Jira, Linux CLI, AWS, Cassandra, Agile/Scrum.

• Supported the Security & Compliance Officer in securing enterprise network infrastructure, with a focus on network traffic analysis, incident detection, and remediation.
• Conducted investigations to identify incidents and suspicious activities and analyzed network behavioral patterns.
• Reviewed and enforced network hardening baselines and patch compliance across routers, firewalls, and endpoints.
• Conducted vulnerability assessments and assisted in system hardening to close attack vectors in evolving network topologies.
• Participated in CERT (Computer Emergency Response Team) actions, responding to real-time threats and coordinating with internal teams for rapid containment and recovery.
• Collaborated on the design and validation of secure network architectures; advised on firewall rules, segmentation, and secure access models.
• Executed basic penetration testing to assess exposure, validate defenses, and support risk management reporting.

Tools & Focus Areas: Network Security Monitoring, Network Hardening, Patch Compliance, Penetration Testing, CERT Operations, Firewall/Access Controls, Vulnerability Management, Wireshark, Metasploit, Kali Linux, ISO 27001.

• Delivered premium hardware support and remote troubleshooting for Cisco's largest enterprise and service provider clients worldwide as part of the VISE (Virtual Internetworking Support Engineer) team.
• Acted as Team Lead, managing task allocation, stakeholder communication, and reporting across global support operations.
• Provided support for all Cisco product families including UCS servers, Catalyst/Nexus switches, ASR/ISR routers, ASA firewalls, and TelePresence devices.
• Supported on-site field engineers remotely to restore services, apply customer configurations, and resolve critical hardware failures.
• Diagnosed and resolved issues using Cisco IOS, UCS Manager, and CIMC, including ROMMON recovery and firmware/OS upgrades.
• Led hardware replacements and escalation handling for mission-critical systems, minimizing downtime and ensuring SLA compliance.
• Conducted remote firmware loading, config deployment, and system restoration during outages or post-upgrade failures.

Tools/Technologies: Cisco UCS, Catalyst/Nexus, ASA, ISR/ASR Routers, UCSM GUI, CIMC, IOS, ROMMON, Firmware Upgrades.

• Guided Cisco's global remediation initiative, coordinating resolution of the clock signal component failure (CSCdv issue) across impacted devices.
• Managed and mentored NCRʼs VISE team, offering support to field engineers both on-site and remotely.
• Ensured readiness by preparing/updating technical documentation, toolkits, and deployment procedures for field operations.
• Led firmware remediation efforts including IOS upgrades/downgrades, configuration application, and hardware/software troubleshooting.
• Collaborated with project managers and Cisco stakeholders to align technical execution with timeline and compliance goals.
• Authored executive reports for internal leadership detailing deployment metrics, issue trends, and escalations.
• Supported a wide range of devices including Cisco ISR 4300/4400 routers, ASA 5500 firewalls, and Nexus 9000 series switches.

Technologies: Cisco IOS, ISR Routers (4300/4400), Nexus 9000, ASA 5500, Remote Deployment, Reporting, Firmware Remediation.

• Led a team of over 50 IT support professionals to provide comprehensive technical support for 12,000+ users within Blackberryʼs global network.
• Facilitated the creation, development, and global roll-out of scalable service processes and infrastructure support.
• Acted as key liaison between field agents, analysts, and senior leadership - collecting operational feedback and resolving service exceptions with vendors.
• Directed onboarding and training programs for new hires, conducted needs assessments, and maintained skill records to ensure team competency.
• Coordinated various internal process projects, performing audits to uphold high service standards and ensure SLA compliance.
• Offered strategic advice on resource distribution, site collaboration, and SLA enhancement in partnership with management.

Key Focus Areas: Service Desk Leadership, SLA Management, Vendor Coordination, Team Training, Escalation Handling, Global IT Operations, Reporting.

• Delivered remote L2 technical support to over 12,000 global BlackBerry users across Windows, macOS, and Ubuntu environments.
• Provided comprehensive application and system support, covering Microsoft Office, various web browsers, VPN solutions (Cisco AnyConnect, RSA), encryption tools (McAfee, SecureDoc), as well as SCCM deployments through LANDesk and Microsoft Software Center.
• Managed enterprise infrastructure, including Windows Server 2008/2012 Active Directory, Microsoft Exchange 2007/2010, and BlackBerry Enterprise Server (versions 5, 10, and 12).
• Oversaw account provisioning, mailbox management, group policy modifications, and VPN configuration tasks.
• Supported encryption system operations, handling tasks such as restoring users/computers, password resets, profile distributions, and encryption/decryption operations.
• Diagnosed and resolved issues related to BES, ensuring seamless workspace access, activation, and software configuration for BlackBerry devices.
• Collaborated proactively with incident coordinators to address high-impact master incidents and uphold service level agreement (SLA) compliance.
• Employed BMC Remedy and Jira for efficient ticketing, tracking, and documentation of root causes.

Tools & Technologies: Active Directory, Exchange, SCCM, Cisco AnyConnect, RSA, McAfee EE, SecureDoc, BlackBerry Enterprise Server, Puppet, Centrify, Infoblox, Jira, RET, and support for Windows/macOS/Linux.

• Designed and implemented full network solutions for SMBs (1-100 employees), including hardware, software, and security systems.
• Delivered on-site and remote IT support across Windows, macOS, and Linux environments.
• Assembled custom PCs; installed and maintained alarm and video surveillance systems.
• Supported end-user tools and platforms: MS Office, AutoCAD, Adobe CS, printers, and peripherals.

• Provided first-line technical support for residential and business customers of a regional ISP.
• Troubleshot connectivity issues, email problems, malware/virus incidents, and hosting-related queries.
• Installed and configured ADSL, dial-up, and ISDN hardware and software for end-users.
• Supported network setup including wired/wireless router configuration and basic LAN troubleshooting.
• Performed light Linux system administration (Mandriva), including shell usage and KDE environment configuration.
• Technologies: ADSL, ISDN, Routers, FTP, Email Support, Linux (Mandriva), Shell, KDE.

• Implemented wired network infrastructure solutions for Micronet and its clients, including 200+ structured cabling installations using KRONE components.
• Delivered hardware and software maintenance for small business clients, including AIK Banka.
• Provided phone and on-site support for troubleshooting, installations, and repairs.
• Developed and deployed custom NAS devices for backup, file sync, and print services across client environments.

Technologies: LAN/WAN, KRONE Cabling, NAS, Client Support, Windows Environments, Backup & Sync Systems.

• Designed and deployed network infrastructure solutions for small business clients.
• Provided technical support for companies and individual end-users, both on-site and remotely.
• Assembled, configured, and serviced desktop PCs and related hardware.

Technologies: Networking, Workstation Builds, On-Site Support, Windows OS, Hardware Maintenance.