Andrej Stojic

• Supervisor and Escalations Team Lead in North Support region
• Managed a team of over 50 Level 1 Agents and over 10 Level 2 Agents
• Closely worked with L3 Team and the engineering
• Managed and monitored all the incidents that had came through my Escalations Team
• Reported on all the incident and provided clear communication both internal and external
• Attending daily customer meetings, ex Grinder, KFC Canada, Bob Evans, Frickers.. etc.
• Worked in West region of Support and was invited to North region meaning I have a great understanding of the customers from multiple regions and their ways of operating.
• Currently Supporting over 13k Customers both SMB and Enterprise/Corporate
• Improved Support by introducing set of procedures and rules.
• Build a Rapport on a daily basis and informed highers in a timely manner

• Developed highly effective incident response team and trained extensively in preparation for possible events.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Took responsibility of KPIs and employee training
• Led the customer meetings and provided daily/weekly incident reporting
• Managed the team of over 20 L1 Agents and close to 10 L2 Agents
• Lowered the attrition risk by attending customer calls, provided diligent communication and status.

- Was responsible for Escalations and CSAT issues

-Improved my organizational and technical skills from L1 position

-Took part in customer meetings and played a huge role in customer satisfaction

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• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Managed system-wide operating system and software deployments as well as related software upgrade problems.
• Performed troubleshooting and repaired peripheral devices such as printers, scanners, Pin Pads.
• Proved successful working within tight deadlines and a fast-paced environment.
• Researched and identified solutions to technical problems.