Davor Krpan

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Experiences

Responsible for the administration, security, and documentation of Linux systems and container platforms. Duties included system monitoring, data backup, disaster recovery testing, and incident resolution. Actively contributed to the optimization of system security and performance, as well as the automation of operational processes. The role combined 2/3 hands-on technical work with 1/3 project coordination and cross-team collaboration.

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I took responsibility for organizing the patch management and applying patches to servers. Initially, the focus was on monolithic servers, of which there were about 600 machines with CentOS or Oracle Linux. Later, my responsibilities expanded to PaaS with twice as many virtual machines. A significant part of the patch process was ensuring that all services functioned properly and resolving incidents promptly.
• Planning, analysis, and setup of server landscapes
• Administration, maintenance, and operation of existing customer server landscapes
• Support, optimization, and further development of existing platforms
• Ensuring high availability of online platforms
• Assistance in 2nd and 3rd level support
• Participation in automation projects
• Development and optimization of digital tools for operational, central administrative, and monitoring components
• Execution of deployments with the highest quality, security, and data protection requirements
• Active collaboration with customers and internal teams
• Technical consultancy for customers and colleagues
Collaboration with:
Boreus GmbH - https://www.boreus.de/ueber-uns/
WIIT S.p.A. - https://www.wiit.cloud/en/company/about/the-wiit-group/
bonprix Handelsgesellschaft mbH - https://www.bonprix.de/corporate/unser-unternehmen/

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Supporting complex issues on all ATMs used by customers and bank employees, including root cause analysis, action plan creation, issue resolution, and handling technical escalations.
I played a significant role in establishing the first ATM team at the Client Innovation Center. As a Technical Specialist with deep knowledge of internal systems, I actively participated in the team formation and was involved in testing and building the support network. I became one of two knowledge holders from Croatia specializing in ATM setup and service. It was my responsibility to impart my technical knowledge to colleagues, train them in handling bank devices, and diagnosing issues. After establishing the team, I assumed the role of Problem Manager, leading meetings with both the client and companies providing services to the client.

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Remote support employee for servers and storage systems
• Providing technical remote support for customers and on-site technical personnel
• Identifying hardware problems, determining root causes, and creating action plans for issue resolution using a range of tools, techniques, knowledge databases, and processes
• Making recommendations to improve the quality of products or technical support tools, procedures, or processes
• Contributing to high customer satisfaction by fulfilling contractual obligations and meeting customer expectations
• Collaborating with the technical support team providing support in the local language for communication with the user
I was part of the first server support team at the Client Innovation Center and participated in training for server and storage support. During this time, I extensively utilized IBM's Your Learning Platform to further develop my skills.

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• Floorwalker support and technical coaching for technical agents, supporting complex issues, field support
• Approval and development of action plans for the front office, support in case of failed action plans, and finding solutions to prevalent technical issues
• Introduction of new products, provision of technical documentation, and technical training for agents on these products
• Technical escalation of product defects and acting as the interface of the support center with Level 2
• Updating and maintaining knowledge databases, test equipment, and testing tools
The team was assembled from scratch, as was the Client Innovation Center of IBM Croatia. I was part of the first Croatian support team and actively contributed to the team formation and the development of the customer support. During my tenure as Lead Technical Engineer, I was also involved in various projects. In my role as ITIL Problem Manager, I was responsible for problem management, led a smaller team handling spare parts logistics, and was also involved in the War Room and Incident Management processes. Additionally, I participated in various meetings with senior management and led teams as part of the Change Management in the EMEA zone and partially in the CEE region.

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Due to my extensive knowledge and experience, I was quickly integrated into the support for larger business users and priority connections of the Telecom Diamond Group.
Smartflex (http:// www.smartflex.hr/)

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SYSTEM ADMINISTRATOR