Djordje Pinjuh

• Collecting, organizing and structuring data for exploratory and explanatory analysis • Analyze incident trends, patterns and volumes using tools specific to the need (Excel, Python, R, Power BI) • Create reports and dashboards via Microsoft Excel and Microsoft Power BI from scratch • Developing strategy and finding opportunities in unstructured data to drive Remote Resolution high • Creating heatmaps related to Help Desk calls and incidents created • Creating ARIMA model for forecasting purposes

• Managing Help Desk team consisted of 80+ agents • Responsible for meeting team’s SLA’s, keeping track of team’s performance and noticing any trends; advanced analysis from ServiceNow & Oracle database data • Ensuring needs and requests coming from client’s end are reviewed and met, with team’s vision in mind • Reviewing agent’s performance on a monthly basis and providing assistance and constructive feedback • Developing and maintaining projects intended to improve team’s performance