Dragan Levic

• Directing the end-to-end development of an Airline Operations Management SaaS platform. Orchestrating collaboration with consultants from Lufthansa, Vueling, Iberia, and Air Serbia and establishing a strategic partnership with IATA. • Architecting secure, transparent transaction environments using Smart Contract blockchain technology to raise trust and data integrity between international agreeing parties. • Managing the lifecycle of a channel sales SaaS solution. Integrated expert insights from distributors like Also and leaders from HP, Dell, and Lenovo to ensure product-market fit. • Spearheading the development of Agentic AI solutions to revolutionize support and user experience (UX). • Deploying GenAI for predictive analytics and automated communication frameworks replacing static templates. • Managing the deployment of Machine Learning (ML) image recognition models to automate high-volume claim processing, cutting need for manual verification by up to 80%. • Translate business needs into solution concepts, business cases, delivery plans, and implementation roadmaps. • Lead hybrid global teams and vendors across analysis, design, development, testing, deployment, support, and training. • Build solutions that combine strategy, execution, usability, and operational readiness. • Support customers with workflow improvement, service design, documentation, training, and adoption.

- Organizing and conducting PMP, PRINCE2, and ITIL certification preparation classes for both corporate teams and individual professionals. – Offering expert consulting to service providers, assisting them in implementing best service management practices tailored to their unique organizational needs. – Managing projects of varying sizes and complexities, ensuring operational excellence.

- Led first-ever global process harmonization across 182 countries for Retail and Commercial MDF – Aligned over 300 stakeholder representatives and unified 9 technologies into a single solution – Reduced annual operational costs by $4M through optimization and automation – Delivered AI, ML, image analysis, and blockchain-based workflow automation solutions – Ensured compliance and successful audits for GDPR, ISO 9000/27001, and SOX – Consolidated 5 legacy systems into a single global solution – Enabled scalable marketing campaigns for partner promotion worldwide – Cut yearly operational costs by $600K – Trained and certified teams in ITIL v4 and PMP

- Migrated critical EMEA business infrastructure to the cloud – Managed 20+ EMEA office relocations, ensuring smooth employee transitions – Reduced vendor network delivery time from 6 months to 3 business days – Advised internal teams on technology upgrades and ITSM process improvements – Ensured ISO 27001 compliance and prepared services for GDPR readiness

- Cut open tickets by 50% through service management best practices and organizational improvements, while elevating IT's reputation by leading major remediation projects and strengthening executive relationships

- Awarded two Customer Support Excellence Awards for Overall Excellence and Customer Focus Excellence - Managed IT Service Operations teams, including Service Desk, Desk-side support, and System Administrators – Implemented continuous service improvements, increasing first-level resolution from 35% to 80%, while maintaining a 99.5% customer satisfaction rating – Supported recruitment, terminations, time tracking, performance assessments, mentoring, and training for team members – Standardized and optimized IT Operations processes across multiple US regions – Monitored SLAs through consistent reporting and continuous improvement efforts – Acted as a technical resource and escalation point for internal IT and VIP customers – Deployed web-based Knowledge Management solution for both customers and IT – Implemented a Service Request Portal for the Service Center – Ensured compliance and successful audits for ISO 27001 and SOX

- Led key IT infrastructure projects, including OS migration, network improvements, and automation of workstation deployments