Portfolio - OPS Customer Success by Sinisa Maricic.pptx

OPS overview
Customer success Management
Agent duty by division
Financial Management
Pivot Table
KPIs
New Application creation
Network access
Data Transfer
backup
IT Troubleshooting

1. CUSTOMER SUCCESS MANAGEMENT

2. 1 Product & Proposal 2 Aut h orization 5 KPI Target 6 Manual 4 Action 7 Culture 3 Relationship Together forward Success Milestone By Maricic Sinisa Think about before compromising someone‘s privacy. Portfolio.

3. Success Milestone By Maricic Sinisa Goals 1. Dealing with tools, apps and work orders customers use. 2. Building customer relationships. 3. Authorizing and onboarding partners. 4. Monitoring network devices and taking appropriate actions in accordance with internal regulations. 5. Reaching KPI Targets. 6. Writing user manuals. 7. Grasping companies culture and values. Solutions 1. In order to understand the customer needs for a wide variety of tools, apps and work orders in a fast paced environment. A long and successful background of customer service success overflowed with recommendations and certifications is evidentially required. This is effective for strangers, acquaintances, friends and partners. 2. By accurately understanding the company's values ​​and it's heading, a good customer relationship can be built to further integrate them in that direction. Improving all of our overall goals. 3. Partners can be enlightened and authorized to future partnership. With a productive and accurate background check. The critical growth of partners can also be overseen with ease and in which segment it's required to coach and prepare them, with requirements in accordance with the companies values to successfully authorize and accelerate their grow. 4. Preparing an all-embraced training will lead the agent to take adequate actions in a situation where critical network notification is received. 5. Having the right resources, availability and sustainability will especially benefit first line representatives. Which will bring extraordinary results in the KPI report and in the wellbeing of the team. 6. Years of working brings experience, fast and accurate writing. By following the regular writing standards will make content reading comfortable to the reader. Moreover It improves the customers experience and feedback. 7. Establishing a code of conduct. Produces feeling of security and motivation while working. Especially in Team. On the other hand it strengthens the company values and social responsibility as it moves forward.

4. AGENT DUTY ORGANIZATIONAL DIVIDMENT By Maricic Sinisa

5. Recommendations Filip 4.10.2013 Marko 4.10.2023 Chad 25.1.2019 Ticiano 8.9.2019 Move Again 2023 Jonathan 9.3.2019 By Maricic Sinisa 

6. Recommendations By Maricic Sinisa

7. By Maricic Sinisa Inbound KPI Targets – per Week

8. Sales & Marketing KPI Targets – per Month By Maricic Sinisa

9. Sales & Marketing - PIVOT CUSTOMERS By Maricic Sinisa

10. Sales & Marketing - PIVOT REVENUE By Maricic Sinisa

11. Corporate Financial Management – Shift Schedule By Maricic Sinisa

12. Corporate Financial Management – Invoicing in Serbia Or enter formula to receive amount in column number from shift plan By Maricic Sinisa

13. NEW APPLICATION CREATION By Maricic Sinisa

14. 1 Computing resources 2 Domain 5 Web Server 6 Back-end API Process request 4 Application server 7 Front-end API Call request via http 3 S yntax programming language framework 8 Client Web browser By Maricic Sinisa Think about before compromising someone‘s privacy. Portfolio. division of duties for application support TechOps TechOps Developer DevOps engineer /Developer DevOps engineer /Developer DevOps engineer Ops Agent

15. COMPUTING RESOURCES TechOps Engineer DOMAIN TechOps Engineer SYNTAX PROGRAMING LANGUAGE FRAMEWORK Developer Back-End Front-End APPLICATION SERVER Database compatible for coding Developer/ DevOps Front-end API Call request through web browser WEB BROWSER CLIENT WEB SERVER Developer/ DevOps Engineer Back-end API Process requests DevOps engineer Ops Agent Ops Agent DevOps engineer By Maricic Sinisa division of duties for application support

16. Centralization APP server Router Support for: Cisco ( Rest API ) Barracuda (Rest API) Etc. Framework Router Sys Logs Centralization Router Router Router Router Router USA INDIA CHINA SERBIA SWISS AFRICA 1 CHAIN Barracuda Cisco Cisco Cisco Barracuda 2 CHAIN Barracuda Barracuda Physical Topology Partial mesh Physical Topology WAN CONNECTION By Maricic Sinisa Router Guard Global App

17. NETWORK ACCESS DATA TRANSFER BACKUPS IT TROUBLESHOOTING By Maricic Sinisa

18. By Maricic Sinisa Network access and Data transfer RDP TCP Port 3389 Remote Access DNS UDP/TCP PORT 53 DNS quering DHCP UDP PORT 68 CLIENT DHCP UDP PORT 67 SERVER FTP TCP PORT 20 DATA FTP TCP PORT 21 CONNETION SFTP TCP PORT 22 ( no 20 and 21) DATA+CON FTPS TCP PORT 989 (but using TLS) DATA FTPS TCP PORT 990 (but using TLS) CONNETION TFTP UDP PORT 69 DATA+CON SNMP UDP PORT 161 CL+SER SNMP UDP PORT 162 CL send TR WMI TCP PORT 135 + range Po. Remote procedure call, which allows comms with different processes on network Some network protocols used for different purposes like, resolving hostnames, sending data securely, receiving notifications about network performance and receiving IP addresses dynamically.

19. Network access and Data transfer By Maricic Sinisa

20. Network access and Data transfer By Maricic Sinisa

21. Network access and Data transfer By Maricic Sinisa

22. By Maricic Sinisa Backups Full Backup Is a set of files select to be backed up. All other backup dependencies are dependent of the full backup to be restored. Differential Backup Creates a backup only what is changed after full backup is created. Every new differential backup created will include (add up) the last differential backup files. Incremental Backup Creates a backup only what is changed after full backup is created. Every new incremental backup created will only include new changes, after the last incremental backup was created.

23. IT Troubleshooting Scenario1: Web browser shows ,,Page not Found” from internal webserver Check internet connection physically and over computer interface Ping hostname and IP address of webserver Flush DNS from NIC Clear cache from webrowser Update webrowser latest version, try different web browser Telnet ,,IP webserver” ,,port 80” or port 443” check if connection is established

24. Till we make our next step…  By Maricic Sinisa Think about before compromising someone‘s privacy.