Zlatan Sertovic

Delivered high-quality remote and on-site technical support as first contact and team lead, managing user environments and resolving connectivity, imaging, deployment, and patching issues. Prioritized and documented incidents in ServiceNow, and escalated and dispatched over 10 field technicians monthly.

Provided on-site and remote support for R&D, office, and consultant users, plus network and infrastructure support for Philips production operations. Managed ServiceNow, AMI, and SPI ticketing platforms, and administered end-user devices in Intune for over 900 users.

Calibrated specialized hardware including network cards, high-precision measurement devices, oscilloscopes, network emulators, and digital multimeters. Tested and troubleshot software updates, diagnosed system errors, and produced technical reports.

Led the Tier 1/2 support team at Böblingen Technology Park, driving cross-platform issue resolution for Windows and Mac users. Dispatched 100+ tickets daily to field technicians and managed Active Directory, Windows deployments, PXE imaging, and Intune device management.

Installed, configured, and repaired CAT3/CAT5, CATV, Wi-Fi, and small-scale network and electrical systems. Set up routers, access points, and printers, and diagnosed and resolved connectivity and network issues.

Managed networking for large-scale building projects, including cabling, connecting, and drilling for new infrastructure. Supported data center setup, patching, Wi-Fi deployment, and office setup, delivering Tier 1/2 support on-site.

Managed existing and prospective pharmacy clients, presenting and negotiating ERP solutions. Coordinated with management and sales teams, and managed customer orders, product data, billing, and invoicing.

Sourced and screened candidates worldwide for overseas companies across IT and technical sectors. Conducted the full recruitment process from preliminary interviews to offer letters, and built candidate databases using ATS and Taleo systems.

Delivered IT administration for 1,000+ contractors and users across USA and North Afghanistan sites, supporting US and German military. Troubleshot desktop and network issues, providing direct and remote support and user training.

Supported international consultants and project implementation, managing administrative, logistical, and coordination tasks. Managed and edited the FAO website using TYPO3, and processed timesheets and payroll records.

Provided Tier 1/2 IT support to 1,000+ contractors and U.S./German military personnel. Installed, configured, and maintained hardware, software, operating systems, and printers, and managed user accounts and security updates.

Completed sales representative training.

Completed recruiting generalist training.

Completed three years of computer science studies without obtaining a diploma.

Earned a high school diploma with a focus on mechanical technology.