Open to opportunities

Selma Fetahovic

@selmafetahovic

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IT service and incident management specialist focused on network reliability.

Czechia

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What I'm looking for

I’m looking for a role in IT operations, technical support or customer support via chat or email ( no calls ). I am proficient in this field and have lots of experience with CRMS

I’m an IT operations and service management professional with 4+ years of experience in global enterprise environments, where I drive outage and incident resolution end-to-end. I’m known for structured root cause and log analysis, advanced technical support, and staying tightly aligned with ITIL frameworks, KPIs, and agreed service levels.

In my current role as Center Technical Support (CTS) Management Specialist, I manage full network incident lifecycles across Central Offices, MTSOs, U-verse VHOs, and international environments. I coordinate outages end-to-end, monitor network alarms and infrastructure issues using enterprise platforms, and implement corrective actions that improve reliability.

I also bring strong hands-on troubleshooting capabilities, using Linux CLI for log analysis, connectivity verification, and network troubleshooting across complex multi-site infrastructure. My cross-functional style helps me partner effectively with Network Operations, engineering teams, and vendors to resolve complex issues and support network improvement initiatives.

Earlier, as a Uverse Tech Support Agent T2, I handled escalated fiber, connectivity, and service issues while maintaining strict SLA compliance and clear customer communication through CRM documentation. I’ve also built a solid foundation through IT Administrator / Customer Support work and a mindset of ownership from running a handmade jewelry brand—operating end-to-end, improving workflows, and staying customer-focused.

Experience

Work history, roles, and key accomplishments

Current

CTS Management Specialist

Current

AT&T

Jan 2024 - Present (2 years 6 months)

Managed end-to-end network incident and outage lifecycles across enterprise environments, ensuring strict SLA compliance. Performed monitoring and structured root cause analysis and coordinated cross-functional resolution with network teams and vendors.

Incident Management Outage Management Root Cause Analysis Log Analysis ServiceNow SLA Alarm Management Monitoring Network Troubleshooting

U-verse Tech Support Agent

AT&T

Jan 2022 - Jan 2024 (2 years)

Provided escalated technical support for AT&T U-verse products, resolving complex fiber, connectivity, and service issues with strict SLA compliance. Documented customer interactions and coordinated technical escalations to ensure timely resolution.

Technical Support Customer Escalation Connectivity Issues SLA

IT Administrator / Support

DDC Multilingual Solutions

Installed, configured, and troubleshot hardware, software, and network connectivity issues, including VPN and wireless. Managed user access/permissions, promoted cybersecurity best practices, and trained employees on internal tools and systems.

IT Support Infrastructure Support Wireless User Account Management Access Control Permissions Management Employee User Enablement

Founder & Brand Manager

Dreni Studio

Owned and operated a handmade wooden jewelry brand, managing product workflow from concept to delivery. Led social media/digital marketing and handled customer communication and sales independently.

Operations Brand Management Social Media Strategy Content Creation Digital Marketing Customer Communications

Pharmaceutical Quality Specialist

Bosnalijek

Conducted product testing across multiple production stages to verify adherence to regulatory standards and manufacturing specifications prior to release. Maintained documentation for audit readiness and compliance.

Quality Assurance Compliance Product Testing Documentation Audit Readiness Regulatory

Sales Assistant

Capital Market Solutions

Advised customers on global investment opportunities and recommended tailored financial solutions aligned with customer goals. Supported field sales through follow-ups and relationship management for ongoing client requests.

Client Advisory Sales Client Relationship Management