Zorica Miceva

- Planning, coordinating and executing daily and project operational activities - Monitoring systems performances, troubleshooting and resolving incidents - Identify/report defects toward development team. Follow and test the solution - Processes and procedures improvements - International experience - Develop and deliver trainings - Manage technical documentation

Requirements analysis, system configuration, operational maintenance and pre-production testing of: - Retail trade & Billpayment - invoice payments, local warehouse and sales order management system - Customer care system - Account management; Product configuration;Order management and execution – interfaces with OSS/BSS systems NG CRM Project (Siebel) - project member Designing IT landscape for CRM domain – standardisation, retirement of applications, info flows (CRM,BSS and ERP domains)

Design, development and operational maintenance of: - Retail trade & Billpayment - invoice payments, local warehouse and sales order management system - Customer care system - Cusromer and order management; interfaces with BSS Operational maintenanc of: - Directory Assistance (Phone book service) Customising and operational maintenance of - HP OW Service Desk