Marko Jovanovic

MARKO JOVANOVIC-/ M: (- Prvog Maja 113 – Belgrade, Serbia SUMMARY Motivated and well-organized individual with exceptional insight into all aspects of customer service process and project execution acquired through working in NCR’s Rollout Command Center (RCC), project implantation team. Unexpected and somewhat frequent adjustments during all phases of project lifecycle combined with structural changes within the team have created a demand for quick, and often out of the box thinking which is something I believe is essential in an ever-evolving environment. EXPERIENCE RCC Team Lead/Installation Analyst (II) / NCR – Belgrade 5/2019 – current • Keeping track of team metrics and employing corrective action to eliminate discrepancies for a team of approximately 90 employees. • Developing and maintaining management tools needed for team management (through QuickBase, MS Excel, OneNote). • Developing and improving team knowledge base and learning programs. • Ensuring resource utilization matches project needs in respect both to quantity and required expertise. • Supervised implementation of multiple projects while collaborating with project stakeholders, both internal and external. • Addressing opportunities arising during project lifecycle by suggesting, collaborating on developing and implementing process improvements. RCC L2 Agent / NCR – Belgrade 12/2018 – 5/2019 • In-depth software troubleshooting and problem solving on Self-Checkout installation and Post-Install projects. • Frequent training and guidance for new RCC agents regarding code of conduct, soft-skill, technical skills on various projects. • Handled escalations raised by customers and NCR based teams. • Working on high profile Self-Checkout installations. • Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries. • Collaborated with support teams to assist client stakeholders with emergent technical issues and develop effective solutions. RCC L1 Agent / NCR – Belgrade 01/2018 – 12/2018 • Software and networking support for Self-Checkout installations. • Providing technical support for customers by problem solving and troubleshooting during the Post-Install Hypercare process. • Assisting new colleagues by providing training and guidance along with development of training materials. Property Appraisal Intern / Colliers International – Belgrade 10/2015 – 02/2016 • Commercial and noncommercial property appraisal. • Managing relations with clients such as banks, government agencies as well as private parties. • Creating and presenting business proposals for clients. • Market analysis and trend projections for real-estate sector. • Generated lists of properties that were compatible with buyers’ needs and financial resources. • Developed an excellent rapport with custom builders to expand opportunities for growth. • Composed contract documents, purchase agreements and closing statements. Data Processing Assistant / PKB Agroekonomik – Belgrade 06/2014 – 08/2014 • Categorizing and logging soil samples Ministry of Agriculture. • Supported clerical needs by copying, faxing, filling and completing general administrative tasks. • Compiled and uploaded files into records management systems. Youth Office Assistant Coordinator / Civic Initiatives – Belgrade • • • • • • 08/2007 – 03/2011 Assisting with candidate selection process for student exchange programs with the USA. Constructing and maintaining applicant database for multiple projects. Maintained a filling system and created spreadsheets and presentations. Organizing and hosting pre-departure orientations for program participants. Organizing and hosting post-exchange activities for program alumni. Formalized office procedures to help team produce consistent, high quality reports. EDUCATION AND PROGRAMS University of Belgrade, Faculty of Economics BSc in Economics, Economic Analysis and Policy 2nd Economics High school – Belgrade Accounting technician SYLP – Serbia Youth Leadership Program Seattle – WA/ Brattleboro – VT / Washington – DC Youth leader development program funded by State Department/US Embassy in Belgrade. The goal of this development of leadership skills during a month long stay in the USA by attending a plethora of workshops organized by government and non-government organizations. SKILLS • • • • • • • Data compilation Strong technical proficiency Employee training and development Schedule management QuickBase Project implementation Process improvement • • • • • • • • • • • Team supervision Client support Effective team player Strong communication skills Excellent MS Excel knowledge Excellent MS Word knowledge Excellent MS Outlook knowledge Excellent MS PowerPoint knowledge Working knowledge of MS Access Resolution-oriented High-energy attitude