Almir Selimagic

• Manage operations and implementation of projects, incident and problem management • Administer status reporting, risk management, project budgeting, and stakeholder communications • Prioritize top fix/enhancement requests and define product upgrade approach • CRM infrastructure and environment management - strategy and roadmap • Transition legacy CRM tools (Siebel, Remedy) to cloud solution ServiceNow • Siebel design, upgrading and development • Service management and 3rd level application support

• Troubleshot problems by reviewing logs/code, analyzing SQL queries, DTS/SSIS packages and stored procedures • Implemented monitoring, scripts and notifications • Administered the BMC Remedy CRM roll-out in 15 countries • Enhanced and extended the capability of in-house CSAT survey application; resulted in 97.5% development, hosting and run cost reduction

• Siebel CRM installation, configuration and go-live administration • Transition support of Siebel CRM, develop new support procedures, knowledge transfer and delivered training for new staff

• Administered Siebel 7.x CRM Call Center and Remedy CRM ticketing applications • Built a customer satisfaction survey tool that resulted in 90% cost reduction • Automated file and data transfers for internal survey tool, extracting and distributing reports • Tier 3 support for production systems, an escalation point for critical and complex issues

Computer Information Systems Data Analysis and Management