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Slobodan Timotijevic

@slobodantimotijevic

IT Service Manager at SR Technics who managed incident and problem processes, SLA/OLA compliance, and service improvements.

Serbia

Message

At SR Technics, I managed Incident and Problem Management processes, coordinated root-cause follow-up, and oversaw SLA/OLA compliance, change records, and CMDB governance. I also coordinated UAT and digital transformation rollouts, and worked with suppliers to address missed SLAs.

At Geodis, I supported enterprise applications and SaaS solutions, monitored production systems with Dynatrace, and led a SharePoint migration from local shared drives. Across my IT operations work, I have maintained knowledge-base content, supported users, and coordinated service processes with internal teams and vendors.

Experience

Work history, roles, and key accomplishments

Current

IT L2/L3 Application Support

Current

Geodis

Dec 2022 - Present (3 years 10 months)

Supported enterprise applications and SaaS solutions, resolving complex operational issues and maintaining service quality. Produced service and performance reports, monitored systems with Dynatrace, and led SharePoint migration.

ITSM Incident Management Problem Management Dynatrace SharePoint EDI Middleware Knowledge Management Training On call Support

Infrastructure and System Services

SR Technics

Mar 2020 - Nov 2026 (6 years 8 months)

Led Windows 7 to Windows 10 migration activities, including application readiness assessments and rollout scheduling. Planned and executed UAT for internal applications and managed service requests during infrastructure changes.

Windows migration UAT Knowledge Management Incident Management SLA Stakeholder Communication

IT Service Manager

SR Technics

Jun 2021 - Dec 2022 (1 year 6 months)

Managed Incident and Problem Management processes, oversaw SLA/OLA compliance, and coordinated UAT and digital transformation rollouts. Led on-site support teams and managed IT asset management and software licensing.

ITSM Incident Management Problem Management SLA Ola Change Management CMDB UAT Stakeholder Management IT Asset Management Software Licensing Escalation Management

IT Services Specialist

SR Technics

Nov 2020 - Jun 2021 (7 months)

Provided post-migration remote support and managed application support incidents, driving timely resolution and improved end-user experience. Conducted root cause analysis and coordinated vendor relationships.

Incident Management Root Cause Analysis Vendor Management End User Training Change Support IT Procurement

IT Technician

Eccentrix

Jan 2019 - Jul 2019 (6 months)

Configured workstations and peripherals and provided on-site IT support, troubleshooting hardware and software issues. Maintained Adobe Connect virtual classrooms and built virtual labs for Microsoft training courses.

hardware troubleshooting Software Troubleshooting Adobe Connect Virtual Labs Training Documentation

Education

Degrees, certifications, and relevant coursework

CompTIA

Network+, Network+

Completed Network+ certification from CompTIA.

IT Academy

Higher National Certificate, Network and System Administration

Graduated in Network and System Administration. Relevant coursework and hands-on labs in network design, server administration, virtualization, system troubleshooting and security fundamentals; practical projects deploying and managing Windows/Linux servers and network devices.