Experience

Infinum

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• QA Lead

  • Dec 2021 - Present

  Zagreb, Croatia

• Software Tester

  • Jul 2019 - Dec 2021

  Zagreb, Croatia - reviewing requirements and testing out design plans - proposing design improvements & reviewing them - breaking down epics into digestible and testable user stories - pointing out real use cases and high-level implications on user experience - developing and maintaining test plans and test executions - driving and improving quality-related processes within the SAFe framework



Iskon Internet d.d.

• Croatia
• Telecommunications
• 100 - 200 Employee

• Deputy Head of Technical Support Contact Center

  • May 2018 - Jul 2019

  Zagreb ▪ Testing and supervising implementations of new services & features in Tehnical support Call centar IVR ▪ Testing and supervising implementations of new services & features in CRM - C4C & 7IT CRM ▪ Testing and supervising implementations of new services, modems and Set-top boxes ▪ Testing and supervising implementations of new version of troubleshoot application - Cempresso ▪ Analysis of the data collected in the database - Splunk & Kibana ▪ Reporting & monitoring of reported… Show more ▪ Testing and supervising implementations of new services & features in Tehnical support Call centar IVR ▪ Testing and supervising implementations of new services & features in CRM - C4C & 7IT CRM ▪ Testing and supervising implementations of new services, modems and Set-top boxes ▪ Testing and supervising implementations of new version of troubleshoot application - Cempresso ▪ Analysis of the data collected in the database - Splunk & Kibana ▪ Reporting & monitoring of reported issues through JIRA ▪ Maintaining a knowledge base - Drupal & Confluence ▪ Supervision of agents in Technical Support ▪ Coordination of Team within Technical Support ▪ Assistance in educating new employees ▪ Providing telephone and written support to Croadria users ▪ Providing telephone and written support to Iskon users ▪ Solving escalated cases

• Technical Support Service Supervisor

  • Oct 2017 - May 2018

  ▪ Testing and supervising implementations of new features in troubleshoot application - Cempresso ▪ Testing and supervising implementations of new services, modems and Set-top boxes ▪ Analysis of the data collected in the database - Splunk ▪ Reporting & monitoring of reported issues through JIRA ▪ Maintaining a knowledge base - Drupal & Confluence ▪ Supervision of agents in Technical Support ▪ Coordination of Team within Technical Support ▪ Assistance in educating new… Show more ▪ Testing and supervising implementations of new features in troubleshoot application - Cempresso ▪ Testing and supervising implementations of new services, modems and Set-top boxes ▪ Analysis of the data collected in the database - Splunk ▪ Reporting & monitoring of reported issues through JIRA ▪ Maintaining a knowledge base - Drupal & Confluence ▪ Supervision of agents in Technical Support ▪ Coordination of Team within Technical Support ▪ Assistance in educating new employees ▪ Providing telephone and written support to Croadria users ▪ Providing telephone and written support to Iskon users

• Technical Support Contact Center Agent

  • Feb 2014 - Oct 2017

  - 1st level solving telco customer problems: ▪ xDSL (ULL, Bitstream) & FTTx (FTTH, FTTB, FTTC) ▪ VoIP ▪ Internet ▪ IPTV ▪ e-mail ▪ web hosting ▪ OTT services (Iskon.Smarthome, Iskon.Smart-WiFi, Iskon.TV Player, HBOGO, Iskon Mini i Maxi fiskalna, Iskon.CloudFax) ▪ Moj.Iskon app ▪ Iskon.Mobile & Iskon.Mobile WiFi ▪ Jumbo



The Faculty of Humanities and Social Sciences, Early Modern History Department

• Student Assistant

  • Sep 2014 - Sep 2016

  Zagreb



Trast Logistika

• Student - Stockman

  • Aug 2012 - Oct 2012

  Rugvica



Trast Logistika

• Student - Stockman

  • Jul 2011 - Oct 2011

  Rugvica