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@zvonkostojadinovic
Experienced IT analyst and team leader specializing in Salesforce, user support, and systems delivery.
I am an experienced IT professional with a strong background in system analysis, user support and team leadership across humanitarian, logistics, and IT services sectors. I specialize in administering and improving platforms—particularly Salesforce-based solutions—while delivering trainings and managing release and test activities.
My work includes second-level support, backlog and sprint management as Scrum Master, UAT and manual test scenario execution, and producing documentation and release notes. I have led support teams, monitored SLAs/OLAs, administered user roles and permissions, and supported applications such as MS Dynamics NAV and custom programme systems.
I communicate effectively with distributed teams, run trainings and stand-ups, and drive evidence-based decision making through reliable data and platform improvements. I bring practical skills in networking, databases, DTP tools and emergency response certification, combined with near-native English and regional language fluency.
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Work history, roles, and key accomplishments
SOS Children’s Villages International
Jan 2023 - Present (2 years 10 months)
Serve as System Analyst on the Programme IT systems team, providing second-level support, advising on product development on the Salesforce platform, running UAT and manual test scenarios, and coordinating Scrum activities to maintain and roll out programme systems.
Support & Solutions Center MK
Aug 2017 - May 2022 (4 years 9 months)
Provided application and service desk support for professional users, analyzed and resolved incidents, managed user accounts and permissions, prepared release notes and documentation, and executed UAT and testing for new functionalities.
Bulpros
Sep 2015 - Mar 2017 (1 year 6 months)
Led the Balkan helpline team supporting multiple countries, monitored SLAs/OLAs, maintained local knowledge bases, coordinated incident responses during major outages, and managed MDM and device monitoring activities.
SL Solutions LLC
May 2014 - Sep 2015 (1 year 4 months)
Managed a customer support team for gaming operations, trained staff on promotions and transactions, oversaw customer database and promotional campaigns, and acted as office administrator.
Move One Inc.
May 2012 - Feb 2013 (9 months)
Coordinated international household moves across CIS and CA regions, managed documentation, bookings, vendor negotiations, shipment tracking, and monthly invoicing to ensure timely delivery and cost tracking.
Data Pons
Oct 2003 - Jan 2004 (3 months)
Worked as graphic designer and pre-press operator producing advertising materials, book and magazine design, and managing DotMate plate-making workflow for print production.
Degrees, certifications, and relevant coursework
Bachelor of Arts, Management
2007 - 2014
Completed a BA in Management covering management of organizations, accounting, and human resources.
Certificate, Emergency Medical Services
2007 - 2007
Awarded Emergency Medical Technician – Basic with Pre-hospital Trauma Life Support certificate focused on emergency first response and life support.
Bachelor of Arts, Journalism
1992 - 1998
Completed a BA in Journalism with coursework in creative writing, ethics, political science, and English language.
Software and tools used professionally
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