BRANISLAV JOVICIC

IT TECHNICAL SUPPORT ENGINEER

PROFILE

BRANISLAV JOVICIC

31.05.1979.
Serbian
Safeer Tower 1, Business Bay, Dubai +381 63 459549, +971 58 1956266

bane.jovicic@icloud.com

A highly experienced and competent IT support engineer with nine years of experience in a variety of IT related bank environments, seeks new position in dynamic, growth-oriented company focused on cultivating exceptional customer experience and a positive work atmosphere. Rational and practical approach to problem solving leading to reliability and fast solutions to IT technical issues and extensive experience of working at front line while helping clients and colleagues to resolve complex technical IT issues. Committed to the deadlines and quality of production.

EDUCATION

2004.-2007. Professional master studies - Faculty of Organizational sciences, University of Belgrade ( Electronic Business Major );

2002.-2004. Faculty of Business Studies - University of Applied Sciences, Megatrend, Belgrade ( Computer Engineering Major );

1998.-2002. Business School, University of Applied Sciences, Megatrend, Belgrade ( Management Major )

OTHER EDUCATION:

2017. STCW - 97 maritime certificates: ( personal survival techniques, medical first aid certificate, fire prevention and fire fighting, personal safety and social responsibility, security awareness certificate )

WORK EXPERIENCE

2011. – 2018.

IT department – Technical Support Engineer

Societe Generale Bank Serbia, Belgrade

Providing functional applications support to users; performing hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, preventative maintenance, configuring systems and applications; developing help manuals, knowledgebase and frequently asked questions, and conduct training for end users and new colleagues; providing desktop and software troubleshooting/administration; monitoring and support of Corporate and Retail e-channels applications and systems; explaining complex IT issues to non-technical employees; deployed, maintained and operated numerous devices such as PCs, Citrix workstations, data projectors, conference call equipment, smartphones, tablets, sound systems, routers and access points; handled 40+ technical/mission critical calls/tickets daily for 1300+ users and 1350+ work stations; exceed call-handling goals, closing an average of 50 calls daily (20% above quota) with a 75% first-call resolution ratio and an average talk-time of 6 minutes; experience with Active Directory; participated in department-wide projects such as hardware/software rollouts, office moves, etc.; supervised a team of 4 student ( intern) technicians.

2008. – 2011.

E-banking department - E-banking specialist

Societe Generale Bank Serbia, Belgrade

Providing support in identification, isolation and resolution of e-banking problems reported by the corporate customers and providing technical and logical support to end users; monitoring, maintaining and troubleshooting Corporate and Retail e-channels systems on the daily basis including corporate client e-banking services such as: “Vocalia”, “Mobilia”, “SOGe Home-bank”, “SOGe-banking”, “Halcom”, “Sogecash Net”; providingsupport to departments responsible for direct development in the logistic part of the e-channels projects, monitoring process of particular e-channel technical development to its completion; maintaining high security level by conducting all required procedures; developing help documents, knowledgebase, manuals and frequently asked questions for end users; administering and managing users rights accounts options, according to contracts, annexes or other procedures, maintaining & troubleshooting e-channels systems services; installation and education for the biggest Serbian corporations and maintaining Societe Generale e-banking solutions.

The biggest achievement of department was that 70% of all corporate banking transactions went through e-channels

2005.

Trainee / client advisor for private individuals

Banca Intesa, Belgrade, Retail Banking division

Providing services to private clients – opening and managing all types of accounts, loan applications and disbursement, checks operations, permanent communication with clients in order to satisfy their business needs and monthly targets, education and guidance to the clients by continuous utterance and communication, training on the responsibilities of the Deputy Branch Manager.

OTHER WORK EXPERIENCE

2018.

Deputy project manager and First mate

ST Investment Limited, Miami Fl, United States

Responsible for exceptional work organization and technical supervision regarding the refits of yacht fleet from 68 to 86 feet, under the main lead by Captain/project manager, creation of various reports, administration of a yachts, navigating, managing its safety, attending boat shows, as well as coordination with yacht brokerages. After exceptionally implemented refits on all yachts, entire fleet was sold out successfully, which was the main goal.

2019.

General manager and owner

Miami Yacht Services LLC, Miami Fl, United States

Self-employed in a yacht maintenance company servicing south Florida region.

PROJECTS

2011.

“Implementation of smart card technology in “SOG-e banking” application for corporate users”

Societe Generale Bank Serbia, Belgrade

Project leader of smart card certificate framework implementation in Societe Generale “SOG-e banking” application intended for mid sized corporations, which refers to individual creation of functional specification, diagram flow of information and all interface features followed by coding, installation and testing of the specific software module by “Saga” software vendor. After extensive testing and successful implementation of new smart card certificate authentication for corporate users on e-banking system, instead of old “mini CD” procedure, it made a huge impact mostly by accelerating e-banking login time as well as improved security, reissuing procedure, convenience and administration management.All corporate client’s e-banking certificates were transferred to smart new card medium (over 3000 certificates in only few months).

TEHNICAL SKILLS