Ilija Radivojevic

Belgrade, Serbia

nemanazad@gmail.com +381644886836

linkedin.com/in/radivojevic-ilija

Summary
IT Technical support/Customer service professional aimed at bringing value to the international IT company with
2+ years experience with working level of English, Slovak, Serbian, Russian languages.
 
My onboarding experience of Help desk agents, gained communications skills in multinational environment &
organizational abilities, plus desire for professional development can help me to try myself in new roles, such as
Help desk agents’ Team Leader/2nd Line IT technical support expert.
 
My main expertise and professional competencies:
• Customer-focused problem solving with meeting SLA’s.
• Hardware & software technical support expertise in general IT HW/SW installation and maintenance, Citrix and
MS OS, remote access, connection equipment and networking or similar.
• Quick learner & highly motivated for further professional development in IT Technical support/Customer service
area.
 
PS: The real winners in life are the people who look at every situation with an expectation that they can make it
work or make it better." (c). There are very few things more important than loving your work.

Experience
Technical Support Specialist
GDC Services
2022 - Present (1 year +)
- Work on Fujitsu project for H&M (Slovak market) - remote hardware and software support for Fujitsu
devices.
- Is responsible for managing incidents, problems and requests from client shops & management .
- Solve technical hardware problems (internet, computers, phones, scanners, tablets, printers, cash
drawer), and escalate to 2nd line complicated ones.
- Solve software problems (Extenda, Jira, Windows OS, Gmail, Microsoft Office, DHL, Airwatch,
Guacamole).
- Coordinate problems solving if other specialists are involved (technicians on-site, 2nd Line support
specialist).
- Provide reports, checks and other regular tasks for 2nd line Service Desk expert, Processes controller,
Line manager, Team manager.
- Work with technical documentation.
- Making regular updates of Service Desk knowledge base.
 
Achievements:
- Successfully onboarded and completed group training for 10 new remote Help Desk Agents (from
Poland and Portugal) to work on Fujitsu H&M project for Slovak market about:
• overview of tools and troubleshooting steps for every single problem;

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 • communication skills, customer relations, handling stress situations, dealing with unexpected
questions;
• usage of the database, prioritizing of incidents, useful contacts for the second line of support.
The training was organized in English and Slovak.
- Carried language check of new Help Desk agents & gave recommendations for Slovak skills
improvement
- Individually monitored and mentored the work of 5 new agents through Shadowing and Contra
Shadowing methods.

Customer Service Representative

EMMEZETA
2021 - 2022 (2 years)
- Was responsible for on-site customer support in retail
- Dealt with receiving and resolving of all customer complaints.
- Organized the delivery of items to customers with the help of logistic service.
- Delivered technical items from and to service centers.

Translator Serbian-Slovakian, Russian-Slovakian and Serbian-Russian

Volkswagen Slovakia
2016 - 2021 (6 years)
Volkswagen in Bratislava is the largest car factory in Europe (~ 30 000 employees, 5 million cars
produced per year)
Provided simultaneous translation to technical operators from different countries (Serbia, Macedonia,
Bosnia & Herzegovina, Ukraine, Russia, Georgia, Armenia):
- Translation during the onboarding process, during training in the training center.
- Factory operating instructions on automobile production line, training center.
- Helping with providing documents for police, legal issues, banking accounts, assistance in finding
accommodation.

Education
University of Belgrade
Engineer of Railway Engineering, Mechanical Engineering (Department of Railways)
2004 - 2009

Skills
Service Now   •   Microsoft Dynamics AX   •   Citrix   •   Extenda   •   Help Desk Support   •   Customer
Relationship Management (CRM)   •   Remote User Support   •   Knowledge Sharing   •   Planning   •  
Negotiation

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