Manager Customer Service

Vladimir Jaukovic

Philip Morris International

Manager IS Budgeting and Planning EEMA Region

Manager IS Technology and Customer Services

Manager IS Technical Infrastructure

Manager IS Customer Services

MCP, MCSA, MCSE, CCNA, ITILv2 Foundation, ITILv2 Service

Manager, ITILv3 Foundation, ITILv3 Expert, ITIL Certified Trainer, PMP

Summary:

Highly-motivated and more than 10 years experienced Technical Infrastructure and Customer Service Manager,

fine-tuned within IS Strategy and Planning department, with extensive experience in multi-cultural environment,

managing internal and outsourced resources, external suppliers, IT Service Management and Project

Management.

Proven experience in aligning IT to business strategy in order to bridge technology and business goals, allowing

productive and cost effective solutions.

Experienced in interfacing with key business units including Sales, Finance, Marketing, Operations and Human

Resources.

Top-quality experience in following ITIL disciplines: Incident Management, Problem Management, Change

Management, Service Desk, Service Level Management, Continuity Management, and Financial Management of

IT Services.

Experienced in Project Management within IT Technical Infrastructure and Customer Services, in multinational

company.

More than 5 years of trainers experience in IT Service Management, based on OGC ITILv2 and ITILv3 best

practices and Project Management, based on Project Management Institute best practices.

Wide experience in planning, implementation and maintenance of computer networks and data centers, based on

Microsoft and CISCO technologies

Specialties: IT Technical Infrastructure, Customer Services Management and IT Service Management based on

ITIL best practice.

Experience:

Manager IS Budgeting and Planning EEMA Region at Philip Morris International

January 2014 - Present

IT Financial (Capex and Opex) and Headcount management for PMI Affiliates within EEMA Region. Profiling,

advising and controlling EEMA IT departments in area of Application Portfolio Governance, Project Portfolio

Governance and Service Maintenance. Bridging Business Engagement with Global Technology Services and

Information Protection and Governance functions. Daily cooperation and reporting to PMI VP - CIO, EEMA

Regional Director and Strategy and Planning Director. Ensuring realization of PMI budget and strategic initiatives

through communication with local IT Managers and local IT Planners.

Manager IS Technology and Customer Services at Philip Morris International

February 2013 – December 2013

Managing two sub teams Technical Infrastructure and Customer Services consisted from mixed internal and

external resources and many subcontracted companies and suppliers.

Areas of responsibility: WAN infrastructure, LAN implementation with passive and active equipment, data centers

infrastructure, backup technology, IT facility management, Ground and Mobile Telephony, End User Computing,

Print, Conferencing, 1st level support for end users – Help Desk…

Service Management Champion – Providing IT Service Management guidance for whole IT department.

Manager IS Technical Infrastructure at Philip Morris International

January 2012 - January 2013

Responsible for organization of IT projects and support for more than 1300 users within 17 locations around Serbia

and Montenegro.

Managing team of mixed internal and external resources and many subcontracted companies and suppliers

Organizing IT equipment and services purchasing, availability and maintenance.

Service Management Champion – Providing IT Service Management guidance for whole IT department in Serbia

and Montenegro.

Areas of responsibility: WAN infrastructure, LAN implementation with passive and active equipment, servers and

data centers infrastructure, backup technology, IT facility management…

Manager IS Customer Services at Philip Morris International

September 2008 - December 2011

Responsible for organization of IT first level support for more than 1300 users within 17 locations around Serbia

and Montenegro

Managing team of 13 people and many subcontracted companies Organizing IT equipment and services purchasing,

availability and maintenance

Service Management Champion - Providing IT Service Management guideline for whole IT department in Serbia

and Montenegro

Project Manager on many projects (IT for new PMI entity in Montenegro, Local Area Network in DIN, Backup and

recovery system, FnP servers infrastructure, Implementation of SMS service, SPOC – Customer Service Single

Point of Contact, New Telephony infrastructure in DIN…)

Customer Service Analyst at Philip Morris International

August 2004 - September 2008 (4 years 2 months)

IT Analyst in Customer Service team supporting Microsoft and CISCO infrastructure

IT Analyst for Technical Infrastructure support

Project Manager for many IT infrastructure projects

ITIL and Project Management Trainer at IT CENTAR

September 2006 – December 2013

Trainer - Service Management based on ITILv2 OGC best practice

Trainer - Service Management based on ITIL v3 OGC best practice

Trainer - Project Management based on Project Management Institute best practice

Honors & Awards

Recognition for Excellence Awards – Philip Morris International

PMI Recognition for Excellence Awards are presented to the outstanding individuals in recognition for their

exceptional contributions, achieved by implementing creative and innovative solutions as well as by promoting true

team spirit, which are above and beyond their normal job responsibilities.

2 x ABCD Recognition (Above and Beyond the Call of Duty) – Philip Morris International

PMI Recognition for individuals going “Above and Beyond the Call of Duty"

Recognition for exceptional contribution to the Rotary club activities – RC Constantine the Great

Recognition from President of the Rotary Club Nis Constantine the Great for exceptional contribution to the Rotary

club activities

Education:

IT Preneurs - Holland

ITIL Certified Trainer, IT Service Management, 2011

FoxIT – United Kingdom

ITILv3 Expert, IT Service Management, 2011

FoxIT – United Kingdom

ITILv2 Service Manager, IT Service Management, 2010

American University in Sofia - Bulgaria

PMP - Project Management Professional, Project Management, 2009

IT CENTAR - Serbia

ITILv3 Foundation, IT Service Management, 2009

IT CENTAR - Serbia

ITILv2 Foundation, IT Service Management, 2008

IT CENTAR - Serbia

LCNA, Information Technology, 2007

CPU - Serbia

CCNA, Information Technology, 2005

University in Pristina - Serbia

M.Sc.E.E, Information Technology and Telecommunications (five years study), 2004

AD Informatika - Serbia

MCP, MCSA, MCSE, Information Technology, 2002

Other education:

PMPM – Project management in Philip Morris International training

Change Management training by DOOR

Managing People training

Team work and cooperation training

Risk Management training

STEPS Analysis in decision making training

SWOT Analysis in decision making training

Crisis Management training

Stress Management training

Motivation and development training

Presentation skills training by Nick Johnson

Negotiation skills training

Time Management training

Problem solving and decision making training

Influencing Skills training…

Foreign Languages:

Serbian – Native language

English – Read, write and pronounce excelent

French – Active lerning in progress

Other information:

Dynamic, career driven individual, ready to work in office as well as in field

Strong sense of responsibility, exceptionally reliable, strongly identified with company

Accurate, honest, objective, self-initiative, independent person

Enthusiastic and energetic person, ready to work long hours in order to meet project dead-line demands

Very good interpersonal skills, able to cope with difficult customers, patient, never react fast

Excellent two-way communication with people with different educational levels

Great organization and project-coordination abilities

Very inventive, ready to accept suggestions and ideas, but also to explain and protect own opinion

Able to take initiative, especially if superiors are not available for consultations

Quick learner, with strong desire to work on self-development and professional improvement

Cooperative and creative worker in team environment, ready to accept advice and help the others

Very good health, non-smoker

Not interested in politics, not member of any political party

Driving license B category

IQ=136, MENSA test result

Activities:

PMI Switzerland - Swiss Chapter of the Project Management Institute

Rotary International

Contact details:

First Name: Vladimir

Last Name: Jaukovic

Date of Birth: May 19, 1979

Marital Status: Married

Gender: Male

Address: Avenue de Sevelin 176, 1007 Lausanne, Switzerland

Phone: +41-79-582-**-**

E-mail: ********.********@*****.***

LinkedIn profile Vladimir Jaukovic

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