Dane Zivanovic

Background

About Dane Zivanovic

As an Incident Analyst at TLScontact, I apply my IT service management and agile project leadership skills to resolve complex issues and ensure customer satisfaction. I have over five years of work experience in the IT service desk field, including 1.5 years as a Service Desk Analyst at TLScontact and 2.5 years as a Team Trainer at NCR Corporation. In these roles, I have developed and demonstrated competencies in unconscious bias awareness, active listening, and building trust, as well as technical skills in various software and hardware systems. I am passionate about delivering high-quality service and support to clients and stakeholders, and I enjoy working with diverse and collaborative teams. My mission is to continuously improve my knowledge and skills, and to contribute to the success and growth of TLScontact. Lead incident management activities with the key objective of restoring impacted services Escalate and facilitate incident resolution and problem management activities Plan, coordinate and monitor root cause analysis and follow-up tasks Facilitate emergency change management Coordinate Hypercare, until the closure Assist in the creation and improvement of incident management knowledge base