Jovan Totić

I’m an IT and customer support professional with 7+ years of experience delivering technical assistance, incident resolution, and team leadership in fast-paced enterprise environments. I focus on clear, empathetic communication and calm troubleshooting across all user levels.

In my current role as a Customer & Technical Support Specialist at A&O IT Group, I support end users across hardware, software, and system issues while monitoring and managing support queues. I triage, escalate, and resolve incidents aligned with enterprise service standards.

Previously, as a Deskside Technician at Stefanini EMEA, I resolved IT incidents through hands-on troubleshooting of computers, peripherals, and software. I also monitored ServiceNow queues, managed hardware/software licences, and supported senior management and executive stakeholders with premium-level technical assistance.

Earlier, as a Technical & Customer Support Team Lead at Clario (Bioclinica / Artifactory), I led a support team, handled customer inquiries across multiple channels, and drove consistent service delivery. I created process documentation and SOPs to improve team knowledge sharing and oversaw time-tracking and reporting for operational compliance.