Alexandre Pejovic

– Lead and coached a team of 12 IT Service Desk agents, providing Level 1 and Level 2 support across the organization in accordance with ITIL best practices. – Managed daily operations in ServiceNow, including incident, request, and escalation workflows, while ensuring adherence to SLA targets. – Served as the primary escalation point for complex technical issues, coordinating with product line. – Monitored team KPIs and produced regular performance reports to identify trends, service gaps, and opportunities for continuous improvement. – Conducted daily stand-up meetings, organized shift rotations, and ensured proper documentation of standard procedures and known issues. – Facilitated onboarding and training of new staff, ensuring operational readiness and consistent service quality. – Promoted strong communication and collaboration across departments using tools like Outlook, Teams, and internal knowledge bases. – Streamlined ticket resolution workflows, improving first-time resolution rate by X% and reducing average handling time. – Enhanced SLA compliance and user satisfaction through targeted team coaching and improved knowledge management. – Contributed to the refinement of ITIL-based processes for incident and problem management.

– Provided Level 2 technical support for internal users, handling escalated incidents and service requests across hardware, software, and network issues. – Troubleshot complex technical problems, performed root cause analysis, and worked with specialized product line teams for resolution. – Used ServiceNow to manage tickets, ensuring accurate categorization, documentation, and timely closure in line with ITIL processes. – Supported key workplace tools (Outlook, O365, VPN, remote access, shared drives etc...) and performed account/permission management via Active Directory or Microsoft Azure. – Ensured end-user satisfaction through clear communication, regular follow-up, and professional handling of each case. – Contributed to knowledge base updates and documentation of known errors and standard solutions. – Reduced incident resolution time by X% through proactive troubleshooting and improved collaboration with Level 3 teams. – Recognized for maintaining high user satisfaction scores and consistent SLA compliance. – Participated in the deployment and testing of new IT tools and procedures in collaboration with project teams.

– Provided first-line technical support to end-users, resolving issues related to hardware, software, and basic network troubleshooting. – Utilized ServiceNow to log, categorize, and manage incoming tickets, ensuring a high level of customer service and adherence to SLA timelines. – Guided users through step-by-step troubleshooting and provided guidance on common IT issues (password resets, email configuration, VPN setup, etc.). – Collaborated with Level 2 and 3 technicians to escalate complex issues when necessary, ensuring timely resolutions. – Supported the onboarding of new staff, including setting up equipment, accounts, and basic IT training. – Assisted with the installation, configuration, and maintenance of IT hardware and software, ensuring equipment was up-to-date and fully operational. – Maintained high user satisfaction by effectively addressing and resolving first-line support requests. – Contributed to the optimization of troubleshooting guides and knowledge base articles, reducing the need for escalations. – Recognized for reliability and quick response times, consistently meeting KPIs and SLAs.

– Provided Level 1 technical support for NCR employees in France, assisting with hardware, software, and network-related issues. – Delivered remote troubleshooting support for NCR's internal users, ensuring rapid resolution of IT issues and minimal downtime. – Managed service requests and incident tickets through the GEMS/ATLAS platform, ensuring proper categorization, prioritization. – Provided application support for Sabre, a critical travel booking system used by travel agencies, including troubleshooting booking errors, system configurations, and integrations. – Collaborated with cross-functional teams to resolve issues affecting the Sabre system, ensuring seamless operation for agencies and minimizing service disruptions. – Maintained up-to-date documentation and knowledge base articles to improve incident resolution times and reduce repeat issues. – Successfully reduced ticket resolution times by X% by improving troubleshooting workflows and providing clear, actionable documentation for users. – Ensured consistent service uptime for travel agencies using Sabre, resulting in improved customer satisfaction and reduced ticket volume. – Recognized for exceptional communication skills, providing clear, user-friendly support to both internal NCR users and external customers (travel agents).