Stefan Marinković

Administration and maintenance of Windows Server environments with basic management of Linux systems. Management of Active Directory services and Group Policy Objects (GPO), including configuration of user policies and access rights. Configuration and administration of network equipment (HP Aruba), including work with switches and routers, as well as management of Sophos firewall solutions (defining rules, VPN, traffic filtering). Management of server infrastructure based on HP solutions in an on-premises environment. Administration of virtual infrastructure and management of virtual machines via the VMware vSphere platform. Implementation and monitoring of backup solutions and disaster recovery plans using Veeam software. Diagnostics and troubleshooting of hardware and software issues at both client and server levels. Providing technical support to end-users while ensuring the stable operation of the entire IT infrastructure. Configuration, management, and maintenance of audio-video equipment for business operations.

Providing second-level (L2) technical support for the network infrastructure of all Walmart facilities across the United States and parts of Canada. Diagnostics and troubleshooting of network issues on end-point and core network devices, primarily from Cisco and Juniper manufacturers. Coordination with external vendors and NCR field technicians to ensure efficient incident resolution at retail locations. Technical support for high-priority terminal equipment: computers, POS terminals, printers, and self-checkout units. Replacement and remote configuration of network equipment, including the installation of new devices and migration of network components. Escalation and resolution of complex issues referred by the L1 team, with strict adherence to SLA (Service Level Agreement) protocols. Professional communication in English with technicians and teams via email, phone calls, and the Microsoft Teams platform.

Primary technical support for end-users via phone, email, and Microsoft Teams. Initial diagnostics and resolution of basic hardware and network issues on workstations and peripheral devices. Ticketing system management, including creating, categorizing, and detailed documentation of user requests and incidents. Dispatching and coordination of field technicians, providing necessary information for efficient intervention execution. Escalation of complex technical issues to L2 support after initial analysis and collection of relevant data. Administration of user accounts and passwords, as well as providing support for standard business applications. Ensuring high levels of user satisfaction through professional communication and adherence to defined response times (SLA).