Sasa Trtica

Employment Duration: 1 yr 4 months
Location: European Central Bank (Frankfurt am Main)

As an IT Support Technician level 2 and 3 at European Central Bank my main tasks are:
- Install and configure personal computer hardware ( Laptops and desktops )
- Troubleshoot systems issues (including: disk encryption, (data) recovery and network connectivity)
- Providing stats and reports to management with SLA, hardware database…
- Install/replace/troubleshoot peripherals such as: printers, smartcard readers, webcams, external hard drives and memory sticks.
-Perform asset scanning and reconciliation tasks and maintain the loan laptop and loan desktop pool including imaging, administration and software installation.
- Install software on personal computers flowing internal procedures and assists end-users when necessary.
- Assist end-users with common tasks and common problems encountered with various software and escalate the issue to the proper specific team when necessary.
- Assist end-users with remote connections (using Citrix platform or VPN connection).
- Provisioning, configuring and maintenance of Virtual Machines in two separate domains using the VMware vSphere virtualization platform.
- Maintain the department hardware stock (ordering/ returning equipment, preparing stock laptops ( imaging/installing the OS, software installation, updating the documentation).
- Network patching
- Prepare simple instructions for end-users to follow while completing common tasks.
- Perform Service Desk tasks and Welcome Center tasks, such as: taking phone calls replying to customer emails, rising incident and request tickets.
- Perform specific daily checks and provide daily activity reports.
- Perform asset inventory.

Dates Employed: Sep 2015 – Nov 2017
Employment Duration: 2 yrs 3 months
Location: Zagreb

- IT software and hardware support
- Align with external and internal teams – working with external service providers
- Monitoring of the Web pages functionality, video content on the develop web pages
- Monitoring and support network connectivity
- Providing stats and reports to management for network connectivity, hardware and software incidents and tickets
- Provide support in Active directory
- Providing 2nd level end-user support. Investigate, resolve or escalate incidents
reported to the Service Desk. Offering also 3rd level support along with data
center system administrators and system experts. Support projects in their
handover to operations. Management of DNS, DHCP and WINS Servers
- Provide direct end-user support on the proper use and operation of desktop/laptop systems hardware, peripherals, software, and network resources. Brief end-users, during regular duty hours, on Information Assurance and Computer Security on an annual basis using government provided resources.
- Install/uninstall, configure, upgrade, troubleshoot, test, diagnose, and load desktop/laptop software. This includes, operating systems, application software, utility software
- troubleshooting system and network problems and diagnosing and solving hardware or software faults.
- Maintaining and updating the knowledge database. Prepare simple instructions
for end-users to follow. Skill in writing instructions that are complete and are
logically organized, using terminology that end-users or someone without
technical training can understand.
- Windows minimal configuration (network configuration, email and troubleshooting ping / trace route).
- Monitoring (check the network operating parameters and problems).

Dates Employed: Jul 2012 – Sep 2015
Employment Duration: 3 yrs 3 months
Location: Zagreb
- Creating Web sites in Wordpress, HTML, CSS for Clients
- Performing monitoring activities of Web design process, quality of the END product
- Monitoring CPU and memory utilization
- Manage LAN connectivity, monitoring and support
- Junior programming in C# cash register (web applications)
- Working together close with IT hardware department, .NET developers, helped with programming in C # with .NET department
- Align with external and internal teams – working with external service providers
- Installed, supported and maintained PC hardware including desktops, notebooks, monitors,
printers, audiovisual equipment and mobile phones.
- Performs software installations and upgrades to operating systems and layered software packages.
- Produce reports and statistics – reporting to all levels of the team and management
- Working with fiscal cash register, supporting web applications with Network, Windows
- Software and hardware support
- Selling and distributing fiscal cash register
- Web streaming in VLC, testing and supporting

• ITS Savjetnici d.o.o. - IT Engineer and Teacher
Dates Employed: Sep 2010 – May 2012
Employment Duration: 2 yrs 9 months
Location: Zagreb

ECDL Education & Teacher
- Teaching and tutoring Word, Excel, Powerpoint, Exchange, Powerpoint
- Supporting software and hardware for whole company, web support, web streaming, system administration
- Management, Repair, and Installation of company owned equipment as require