Technical Support Engineer, SOC Analyst, Infrastructure Engineer
Resume:
My strong desire to achieve
results, combined with my
knowledge and skills, motivated
me to pursue a career that I am
passionate about.
SUMMARY
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SKILLS
Netbox
Active Directory
Azure
Microsoft 365
JIRA
ServiceNow
JAMF
OKTA
YubiKey
Graphana
SAP
******.******@**********.**
Nikola
Jevtic
SOC Analyst
Belgrade, Serbia
WORK EXPERIENCE
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- Executing account configuration, authentication resets, and troubleshooting for Recorded Future’s (www.recordedfuture.com) business partners.
- Delivering technical assistance for customers utilizing Recorded Future modules like Identity, Brand, Attack Surface, Vulnerability, Threat and SecOps Intelligence. Also, related services such as ZoneFiles.io, Rescan.io, DnsSpy.io, and more.
- Aiding customers in API utilization, DNS record searches, payment inquiries, domain list navigation, understanding service capabilities, and executing queries.
- Develop and maintain IT support documentation and knowledge base.
- Coordinating with Engineering, Sales, and DevOps teams to address identified bugs, issues, and vulnerabilities.
- Support follow-on actions, such as coordinating with other organization teams to facilitate remediation of the alert/event/incident, and close out the investigation.
- Perform initial alert/event/incident triage used for investigation. 12/2023 Ongoing
SOC Analyst
BlueGrid
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As an Infrastructure Capacity Administrator, I'm responsible for managing the capacity of an organization's infrastructure, which includes the hardware and used to support the organization's operations. Some specific duties you might be responsible for include:
- Monitoring the usage of infrastructure resources to ensure that they are being used efficiently and effectively.
- Identifying and addressing bottlenecks or other performance issues that may arise in the infrastructure.
- Planning and implementing capacity upgrades or expansions as needed to meet the organization's future needs.
- Working with other IT staff to ensure that the infrastructure is properly configured and maintained.
01/2022 Ongoing
Infrastracture Capacity Administrator
OrangeCloud
- Azure (Microsoft Endpoint
Manager Active Center),
Bomgar,
- SAP (SAP Identity
Management Roles, SAP
Printing Troubleshooting, SAP
Wave 2 Open External users,
SAP GUI Unlock users and
change password in ERP, BW,
MLS/MWMS, SCM)
- Microsoft 365 (Microsoft Office,
Outlook, OneDrive, Teams)
TECH DETAILS
L100-Linux Power User
L200 Linux administrator
COURSES
Graduate of Economics -
Graduate School of Business
Studies, Belgrade, Serbia
EDUCATION
- Analyzing and optimizing the utilization of infrastructure resources to improve performance and reduce costs.
- Developing and maintaining documentation related to the infrastructure, including capacity plans, configurations, and processes.
- Providing support and guidance to other IT staff as needed to ensure that they are able to effectively utilize the infrastructure.
- Participated in the design and implementation of a new data-center location (POP) from scratch, ensuring high availability, and scalability of the infrastructure. Building CDN and EC servers. Technology used: Servers: Lenovo ThinkSystem SR635,
Platform Device Management Switch: DCS-7010T-48,
Platform Access Switch: DCS-7050CX3-32S.
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- Provisioning of First and Second level IT Support Services.
- User support and troubleshooting 24/7/365 for Information System users across Europe including help and instructions concerning the use of the Coca-Cola internal Information systems.
- First-call resolution of all IT-related incidents (software and hardware), requests and change orders in accordance with ITIL processes and best practices and follow-up user requests until their proper resolution.
- Logging and follow-up incidents and requests in service management tool (ServiceNow) and ticketing system.
- Remote support in applications installation, ICT configuration and troubleshooting.
- User support concerning desktops, laptops, mobile devices, printers, scanners, etc.
- Basic system administration activities: creation of new user accounts, changes touser accounts, monitoring and unblocking print queues, resetting passwords, etc.
- Maintenance and update of the Knowledge base, Known errors, etc. 05/2019 03/2022
ICT Specialist
Coca-Cola Hellenic (HBC)
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- Advanced Knowledge in the following tools: Slack, Zoom, O365, OS knowledge of MAC and Windows
- Support of conferences and meetings of various sizes (A/V support, streaming troubleshooting, etc.) - Microsoft Windows desktop administration and networking
- Experience with workstation and laptop hardware, Cisco phones/VOIP software, and printers - Understanding of business grade IT Security/Anti- Virus, VPN, and on-site and remote provisioning - Network patching and wireless troubleshooting
- Ability to self-manage and make best support decisions for employees 05/2017 06/2019
IT Support Engineer
NCH Software
with limited supervision. - Logical fault finding with the ability to prioritize and multi-task
- Extraordinary customer-focused attitude with strong communications skills
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- Provide the first line of customer support via email and phone about the product for customers - Installation of all necessary software and features for new customers and customized windows environment required for proper work of our products
- Train new customers personally or via phone and software for remote support
- Manage customers requests and establish them as software problems
(report to developers as bugs) or customers misunderstands of software functionalities (send manual or provide explanation via email or phone)
- Create user manuals for company's products with a detailed explanation of functionalities
- Analyze customers needs and suggest solutions within existing features or document requests and in collaborations with developers prepare customized offers with all necessary data and deadlines for delivery
- Cooperate with developers in process of developing new features according to customers requests, testing them and creating user manuals, and delivering themto customers
- Create reports using SQL queries
06/2016 05/2017
Technical Support Engineer
Bransys
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- Taking ownership of customer issues reported and seeing problems through to resolution.
- Working with internal teams, including support, product management, and consulting.
- Assisting software developers in resolving technical issues during the software development process.
- Keeping clients informed of progress during issue lifecycle and making follow-up calls or communications in a timely fashion. Assisting team members and providing support and solutions to client queries to meet company objectives.
- Accurately processing and documenting all calls/emails for service request using tracking software. Performing troubleshooting techniques over the phone.
- Using documented procedures, tools and manuals to provide support on company software
07/2014 06/2015
Technical Support Engineer
Sorsix
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