Ivan Bezrodnik, NCR CMX Support - PS Technical Consultant

About

Professional Services Consultant with a passion for delivering exceptional technical solutions and proven ability to establish and maintain excellent communication and relationships with clients. Boasting over 11 years of experience in the industry, I am an expert in SQL, desktop hardware and software support, and POS systems. Skilled in using both Windows and Linux, and having Java, Python, and C++ understanding and experience, I am able to effectively diagnose and resolve complex technical issues. I am well-versed in investigating through logs and large databases to find solutions. Customer-focused and driven, I have a proven track record of providing top-notch support and service. With 6 years of freelance experience and 5 years as a Professional Services Consultant at NCR Corp in the Cinema, Texas Digital, Menu Ops, and Aloha International divisions, I am confident in my ability to drive projects to successful completion and exceed clients' expectations.

Experience

NCR

Mar 2023 – Present

Banja Luka, Serb Republic, Bosnia and Herzegovina, Remote

Professional Services Technical Consultant II (CMX Cinemas)

Promoted from Professional Services Technical Consultant I to II. Duties as assigned. Skills: Software Support · Windows Server · Microsoft SQL Server · Point of Sale (POS) Systems

Trapeze Group

Mar 2023 – Present

Toronto, Ontario, Canada · Remote

Application Support Analyst

- Responsibilities: • Actively supports customers as well as internal staff in all aspects through problem resolution, keeping the customer informed and updated throughout the life of the incident. • Prioritize and close client issues or escalate when required in a timely manner. • Identify and provide input on unique or recurring customer issues. • Document issues and resolutions. • Write product knowledge base articles, service bulletins, white papers, procedures. • Maintain a centralized Knowledge Base and related reporting. • Coordinate testing as needed for support. • Work with the development team for issue resolution, test fixes to ensure that problems have been adequately resolved. • Perform upgrades and post-upgrade support for end-users. • Available for remote support after hours in an on-call rotation. Skills: Technical Support · Database Administration · Microsoft SQL Server · Customer Support · Data Analysis

NCR Corporation

Jan 2020 – Feb 2023

Remote

Professional Services Technical Consultant I (CMX Cinemas)

Responsibilities: * Working with the Customer and other Consultants as required, using recognized, structured analysis and design methodologies to address customer business problem; * Research/Analysis to support problem resolutions and create innovative solutions; * Responsible for ensuring the customer's entitlement of services; * Remotely delivering solutions and, when appropriate, verify resolution of a customer's issue that has not been escalated; * Working directly with the customer to understand the problem, and/or escalate problem to the next level; * Creating insight reports and support read out with customers; * Drive and Support Program / Project Management of Bus Ops Initiatives; * Determine Root cause and work with Development team providing all logs in order to fix in future releases; * Assist Development by doing Quality Assurance testing on defects that have been fixed; * Assist other PS Projects including Upgrading Software, installing new POS and peripherals; * Assist customer in installing patch updates to Stored Procs and other needed files for the NCR system; * Troubleshoot issues that arise from clients and other team members and escalate appropriately; * Maintain responsibility for the execution of project plans; * Participate in special projects as assigned to continuously improve processes, tools, systems and organization; * Coordinate project start up activities; * Build/Maintain knowledge base from data manipulation activities; * Review incidents history to determine recurring faults; * Use tools to remotely access customer equipment to diagnose and resolve customer issues; * Other job-related duties as assigned. - Skills: Windows System Administration · Transact-SQL (T-SQL) · IT Operations · Microsoft SQL Server · Point of Sale (POS) Systems

NCR Corporation

Jun 2022 – Aug 2022

Remote

PS Technical Consultant I (Popeyes, Aloha)

Responsibilities: * Promo Deletion project for client Popeyes * Aloha CFC Promo management - Skills: Software Support · IT Operations · Technical Support

NCR Corporation

Jul 2018 – Jan 2020

Bosnia and Herzegovina / Republic of Srpska / Banja Luka

Technical Support Specialist (Travel and Hospitality Division)

Responsibilities: * Supporting customers (both internal and external) and their analysts in providing problem resolution for products and services, specifically Cinema RSM software and other related products/equipment; * Ensuring the customer's entitlement of services; * Remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer's issue that has not been escalated; * Work directly with the customer to understand the problem, and/or escalate problem to the next level; * Reviews incident history to determine recurring faults; * Provide technical phone support on Hospitality products (Cinema RSM, Texas Digital TDS and ALOHA), systems and various software products; * Provide accurate solutions to user problems to maximize product or system availability; * Take ownership of service request from customer and ensure timely and satisfactory resolution of problem; * Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem; * Use tools to remotely access customer equipment to diagnose and resolve customer problem. Record information into the GEMS/NEOS (incident tracking) system; * Participate in special projects as assigned to continuously improve processes, tools, systems and organization. Coordinate project start up activities; * Maintain technical knowledge and expertise associated with multiple applications and hardware specific to individual customer's solution; * Manage operations during scheduled shifts using on-hand tools and observations. - Skills: Hardware · Windows System Administration · Technical Support · Microsoft SQL Server · Help Desk Support

Freelance

May 2013 – Jul 2018

Remote

Linux System Administrator

- Managing Linux DB and environment. Technical HW and SW support - Skills: Software · Hardware · Linux System Administration · Linux Server · Python (Programming Language)

Freelance

Jul 2012 – Jul 2018

Remote

Technical Support Specialist

- Freelancing tech support for several local and foreign IT departments. All kinds of Database support (monitoring, maintenance, corrections, development and other). - Skills: Process Improvement · IT Security Operations · Hardware · Technical Support · Help Desk Support

Education

Paneuropean University Apeiron, Banja Luka

Oct 2018 – Present

Bachelor of Computer Science & Information Technologies, BSc CS&IT spec. in cybersecurity

School of Economics

Sep 2009 – May 2013

High School Degree, Applied Economics

Ivan Bezrodnik

NCR CMX Support - PS Technical Consultant

Skills

Languages