Looking for a job

Ivan Hanžeković

@ivanhanekovi

Message

I resolve complex AWS customer issues across support, security, and operations.

Croatia

Message

What I'm looking for

I'm seeking a customer-facing technology role in technical support, customer success, service delivery, cloud operations, training and quality, or knowledge management.

At Amazon Web Services, I've resolved 10,000+ customer cases across Core Support and Account Access Management, including cloud operations, billing, escalations, and compromised-account incidents. I guide customers through MFA, IAM reviews, and removal of unauthorized AWS resources while coordinating with specialist teams.

I've served as an SME and EMEA on-call SME, mentored around 50 colleagues, and improved reporting, SOPs, internal documentation, and workflows. Earlier, I progressed through customer service roles at Emovis, handling complex business enquiries and monthly reporting.

Experience

Work history, roles, and key accomplishments

Technical Customer Support Associate (L3)

Amazon Web Services

Aug 2020 - Jul 2026 (5 years 11 months)

Resolved over 10,000 customer cases across cloud operations, billing, and security incidents. Mentored approximately 50 colleagues and served as an SME and EMEA on-call SME.

AWS IAM Cost Explorer EC2 LightSail Lambda MFA Security Incident Response Customer Support Escalation Management Mentorship Process Improvement Documentation Reporting

Senior Customer Service Agent

Emovis

Jan 2017 - Dec 2020 (3 years 11 months)

Progressed from Customer Service Representative to Senior Customer Service Agent and Business Senior Customer Agent. Prepared monthly reports for Transport Infrastructure Ireland and handled complex customer and business enquiries.

Customer Service Reporting Stakeholder Management Electric Vehicle Scheme