Armin Kafedzic

About the Candidate

IT SUPPORT SPECIALIST
SUMMARY
• Result-driven Information Technology Support Specialist with over 5 years working for one of the largest European Drugstore Retailers, dm-drogerie markt
• Managed programs for Customer service, experienced in Warehouse Management systems well as SAP Retail
• Decreased percentage of complaints in warehouse by 60% in period of 5 years
• Able to work independently or as a team member
• An intuitive and attentive listener, able to uncover customer needs in order to offer the most viable and enticing solutions
• Certified Google IT Support Professional (2018)
• Computer Programs: inconso WMS, Manhattan WMS, SAP Retail, Adobe Dreamweaver, MS Office
• Languages: English, German, Bosnian/Serbian/Croatian/Montenegrin

EMPLOYMENT EXPERIENCE

IT Support Technician in Distribution Center / End-User Support 11/2019 – 12/2021
BFG Enterprise Services / Loblaw Companies Ltd, Ottawa
• Supply chain applications support in Loblaw Distribution Center (Manhattan WMS/SAP)
• Hardware support for handhelds, truck mounts, wireless access devices, laptops, label printers
• Desk side and remote support for Microsoft Office, EUS applications and Active Directory
• Logged and monitored ticket status to ensure fast and quality resolution of every issue

Computer Technician 01/2019 – 11/2019
Captec Americas, Cambridge
• Assembled computers for research and medical institutions across North America under ISO 9001:2015 standard
• Troubleshooting and analytical decision making for the problems arising
• Providing quality control and quality assurance to all the products

IT Support Specialist 05/2013 – 12/2018
dm drogerie markt, Sarajevo, Bosnia and Herzegovina
• Created and maintained master data, created orders, conducted mass data maintenance, and maintained the user administration of the company through SAP
• Maintained all WMS (Warehouse Management System) settings, and created strategies for the entire warehouse, created strategies to expand the warehouse by 2000 m2 to create more storage areas, maintained the RF hand held scanners (Motorola/Symbol), and cleaned up bad data from the system
• Provided daily support for software and logistics issues in 100+ user warehouse by consulting with customers via phone, e-mail and in-person; 85% of cases were resolved annually
• Created tutorials and instructions for Clients who were in the warehouse logistics
• Maximized operational efficiency by introducing selected staff to new, more efficient working methods
• Tested new Warehouse Management System sprints for Quality Assurance and SAP Retail releases
• Accelerated the logistics work flow by 15% through implementing software optimization working methods
• Collaborated on an 8-person team to solve daily IT tasks, and to improve work processes within the company
• Worked in collaboration with team members from Central and Eastern Europe to successfully accomplish projects for the International Workgroup