• 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.
