Open to opportunities

Vukasin Cikic

@vukasincikic

Technical Support Engineer focused on network security, troubleshooting, and leading customer success teams to restore service quickly.

Serbia

Message

What I'm looking for

I’m looking for a role where I can combine technical support with network security thinking—owning RCA, monitoring, and incident response—while leading teams, collaborating with engineering, and improving SLA-driven customer outcomes.

I’m a Technical Support Engineer who delivers reliable outcomes under pressure—serving as L2 Support lead for a Customer Success team, diagnosing complex platform issues, and driving root-cause analysis (RCA) and bug triage through Freshdesk. I keep support execution tight by facilitating direct client and third-party support calls, running API-level testing with Postman, and partnering with engineering for backend and cloud service validation.

My background blends operations monitoring with security fundamentals. I monitored systems in real time using Grafana and New Relic, identified anomalies, and supported production RCA—while also enhancing Freshdesk configurations and workflows to strengthen SLA performance. I built internal reports and dashboards to surface recurring issues and improve how teams respond to client feedback.

Before that, I worked as a Network and Security Specialist—supporting enterprise network security and compliance through network traffic analysis, incident detection/remediation, vulnerability assessments, and basic penetration testing (Wireshark, Metasploit, Kali Linux). I also led Cisco hardware support as a VISE Engineer/Team Lead and earlier managed large-scale IT service desk operations, including training, vendor coordination, and SLA management across 12,000+ users.

Experience

Work history, roles, and key accomplishments

Customer Support Lead (L2)

ParkourSC

Apr 2022 - May 2025 (3 years 1 month)

Served as L2 Support lead for the Customer Success team, diagnosing and resolving platform issues for global clients through RCA and bug triage. Monitored production using Grafana/New Relic, executed API-level testing with Postman, and improved Freshdesk workflows and SLA reporting.

Technical Support REST API Testing Postman Freshdesk Grafana New Relic SLA Management Agile Scrum

Network and Security Specialist

Ncr Beograd

Dec 2020 - Apr 2022 (1 year 4 months)

Supported the Security & Compliance Officer by analyzing network traffic, investigating incidents, and remediating threats through CERT-style response and containment. Performed vulnerability assessments, enforced patch compliance and network hardening baselines, and advised on firewall rules, segmentation, and secure access models.

Network Security Monitoring Incident Response Vulnerability Management Patch Compliance Penetration Testing Wireshark Metasploit ISO 27001

Cisco VISE Engineer Team Lead

Ncr Beograd

Oct 2019 - Dec 2020 (1 year 2 months)

Provided premium remote troubleshooting for Cisco enterprise and service provider clients and led task allocation, stakeholder communication, and reporting across global support operations. Diagnosed and resolved issues using Cisco IOS/UCS Manager/CIMC, including ROMMON recovery, firmware/OS upgrades, and mission-critical hardware replacements to maintain SLA compliance.

Cisco Networking Cisco UCS ROMMON Recovery Firmware Remote Support SLA Management

Network Support Specialist Team Lead

Ncr Beograd

May 2017 - Oct 2018 (1 year 5 months)

Coordinated resolution of Cisco CSCdv clock signal failures across impacted devices and mentored the VISE team supporting field engineers on-site and remotely. Led firmware remediation efforts (IOS upgrades/downgrades, configuration application), prepared deployment readiness documentation, and authored executive reports on issue trends and escalations.

Deployment Reporting Team Leadership Documentation

IT Service Desk Team Lead

BlackBerry

Aug 2015 - May 2017 (1 year 9 months)

Led a team of 50+ IT support professionals delivering technical support for 12,000+ users across BlackBerry’s global network. Built and rolled out scalable service processes, coordinated vendor escalations and SLA compliance, and managed onboarding/training for new hires to maintain team readiness.

IT Service Management (ITSM)SLA Management Vendor Management Escalation Management Reporting Resource Planning

Remote Computer Engineer

BlackBerry

Jan 2013 - Jul 2015 (2 years 6 months)

Delivered remote L2 support for 12,000+ BlackBerry users across Windows, macOS, and Ubuntu, resolving application, VPN, encryption, and endpoint deployment issues. Administered Active Directory/Exchange and BlackBerry Enterprise Server, managed provisioning and policy/VPN configuration tasks, and used Remedy/Jira to investigate root causes and maintain SLA compliance.

Active Directory Cisco AnyConnect RSA VPN Encryption BlackBerry Enterprise Server Troubleshooting Jira

Owner / Network & IT Solutions

Connet

May 2008 - Sep 2012 (4 years 4 months)

Designed and delivered complete network solutions for SMBs (1–100 employees), covering hardware, software, and security systems. Provided on-site and remote IT support across Windows, macOS, and Linux, including PC build/maintenance and alarm and video surveillance installations.

Network Security IT Support Windows Administration Linux Support Hardware installation Surveillance Systems