Denis Hadziristic
Incident Response Analyst at Technology Support Center @CIBC
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WORK HISTORY
Incident Response Analyst at Technology Support Center @CIBC
Toronto, ON, CA
As a Incident Response Analyst receive calls via Cisco IP phone, Workspace Desktop Edition, Verint Voip. Remote in via SCCM, GoToAssist. Using large ServiceNow Knowledge Base to triage and resolve issues with access, software, hardware, printers, applications, web applications, citrix, mainframe, SharePoint, Privileged access management (PAM) for Network Attached Storage (NAS), Carbon Black Bit9 Security Platform, Microsoft Security - Multifactor Authentication (MFA), CyberArk Identity Security and Access Management, HPE Aruba Networking. Escalate Incidents to SRA, L2 and vendor teams. Maintain Incident ticket queue in ServiceNow
EDUCATION
High School "Nikola Tesla"
Technician for Electronics, Automation and Computer Technology, Automation Engineer Technology/Technician
SKILLS
ABOUT DENIS HADZIRISTIC
IT Professional with extensive experience in Team Management, Service Delivery, Project Management, Technician Training, Process Development, Solution Development, Tools Development, Level 3 support. • Developed solutions, tools and processes to expand support for Incident, Break Fix, Field Tech, Customer Induced Damage, Asset Swap Event, Remote Onboarding, IMAC• Keeping current with Windows, Microsoft 365, SharePoint, Power Automate, Power Apps, Microsoft Stream, AI, Azure, VBScript, PowerShell, Command line script, WMI script.• Achieved Microsoft (Azure Fundamentals, MCP, MCSE NT4), Novell (CNA6, CNE6), CompTIA (A+, PDI+), Lenovo (Warranty, Laptop, Desktop). Working towards Microsoft (M365, Azure, Power Apps, Power Automate, Power BI), ServiceNow (Certified System Administrator CSA).• Available to work evenings, weekends and 24/7 on-call as urgent business needs arise• Committed to equity, diversity, inclusion, and the promotion of a respectful and collegial learning and working environmenthttps://learn.microsoft.com/en-ca/users/denishadziristic-4623/transcript/d84ynhxx5w4x61zhttps://nowlearning.servicenow.com/lxp?id=nl_public & user=DenisHadzi251885
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