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Vladan Jovic
Verified Expert in Engineering
APIs Developer
Belgrade, Serbia
Toptal member since January 30, 2018
Bio
Vlad is a developer who has worked on a myriad of projects during his more than five years with Zendesk. During his time there, he's successfully completed over a hundred Zendesk-related projects and acted as the official moderator of Zendesk Community. He was deeply involved in setting up the Zendesk help center theme (branding), the workflow set up, triggers, automation, optimization (deflecting a number of tickets), Google Analytics, and more.
Portfolio
Setaram Inc.
JavaScript, CSS3, HTML5, Zendesk API, Zendesk, CSS, CSS Animations
Satechi LLC company
Zendesk API, JavaScript, CSS3, HTML5, Zendesk, CSS, CSS Animations
Wrike Inc.
jQuery, JavaScript, CSS3, HTML5, Zendesk, APIs, HTML, CSS...
Experience
- JavaScript - 10 years
- HTML5 - 5 years
- Zendesk - 5 years
- CSS3 - 4 years
- APIs - 3 years
- Zendesk API - 3 years
- Avocode - 3 years
- Sketch 4 - 1 year
Preferred Environment
Zendesk, Shopify
The most amazing...
...thing I've worked on was the development of the help center for Wrike Inc.
Work Experience
Zendesk Administrator
2016 - PRESENT
Setaram Inc.
- Created a custom ticket, user and organizations fields, workflow schemes, permission schemes, and notification schemes.
- Implemented the maintenance, upgrades, incident response, user and data management and customization of these platforms as part of the tools team.
- Administered the applications and systems.
- Spotted the opportunities and problems in our current workflows and devised and implemented creative solutions.
- Created custom dashboards and reports.
- Developed and maintained the documentation of the infrastructure configurations.
- Changed the layout and designs of the current help center.
Technologies: JavaScript, CSS3, HTML5, Zendesk API, Zendesk, CSS, CSS Animations
Zendesk Administrator
2016 - PRESENT
Satechi LLC company
- Created the branding for the Zendesk Help Center.
- Managed the Zendesk automation and triggers.
- Set up the Zendesk and Shopify store integration.
- Integrated Zendesk and Amazon store.
- Created a Zendesk Library for customer use.
- Managed the administrative requests such as onboarding and offboarding agents and addressed Zendesk-related issues.
- Created reports and dashboards for management and agent-tracking key metrics.
- Defined and rolled out SLAs and team performance.
- Wrote the documentation and operational playbooks.
- Identified and implemented programs to improve customer satisfaction and agent productivity.
- Promptly responded to all incidents from agents logged through Zendesk.
Technologies: Zendesk API, JavaScript, CSS3, HTML5, Zendesk, CSS, CSS Animations
Zendesk Help Center Developer
2015 - PRESENT
Wrike Inc.
- Implemented the custom design layout and styling in the help center.
- Managed and implemented all new front-end changes.
- Created and maintained the custom multi-language help center.
- Organized and prioritized team requests for a new Zendesk functionality.
- Implemented team requests for a new Zendesk functionality.
- Performed general maintenance functions including performance monitoring, checking log files, monitoring capacity, and more.
Technologies: jQuery, JavaScript, CSS3, HTML5, Zendesk, APIs, HTML, CSS, Responsive Web Design (RWD), Bootstrap, Mobile Development, Figma, CSS Animations
Zendesk Administrator for a Freelance Network's Customer Service
2016 - 2017
Freelance Network
- Onboarded and offboarded agents in Zendesk and other systems.
- Created and maintained system business rules for the support case workflow.
- Created, maintained, and organized Zendesk global ticket views.
- Crafted and developed Zendesk custom designs.
- Implemented default and custom apps in Zendesk.
- Managed Zendesk integrations with other systems.
- Handled Zendesk custom forms and fields.
- Conducted audits of user and role permissions within our systems on a monthly basis.
- Worked with the training team to ensure that the new system implementations are documented.
Technologies: Zendesk, Figma
Experience
Teachable Help Center Development
I worked on the customization of the Teachable Help Center.
The help center is fully responsive. It has a quite complex navigation sidebar on the category and article pages (content of the navigation is pulled via the Zendesk API). The table of contents on the article pages which is automatically generated depending on the article content. An integration with the article labels helps managers to easily add some options to an article (like plan availability, important notes, and more). Also, this Help Center uses the Zendesk API for search autocompletion and quick search results on the search results page.
The help center is fully responsive. It has a quite complex navigation sidebar on the category and article pages (content of the navigation is pulled via the Zendesk API). The table of contents on the article pages which is automatically generated depending on the article content. An integration with the article labels helps managers to easily add some options to an article (like plan availability, important notes, and more). Also, this Help Center uses the Zendesk API for search autocompletion and quick search results on the search results page.
Wrike Help Center
I work as a Zendesk developer for the Wrike company (approximately 20 hours weekly). This is the most complex help center that I've ever worked on and is for sure one of the most complex that you can find on the web.
The help center is fully responsive. It has 100% custom video page where agents can easily add tutorial/webinar videos. It works in six different languages (for now) and there are many customized features on it, depending on the user IP and browser language there is content available according to the user language, and more.
The community section has many custom things as well. The agents signature can be easily manipulated via the admin panel. There are also user signatures. There is an option for flagging users with different belts (levels). I've also made a complex option for flagging user comments (as a correct answer, very good answer, and more) which can be manipulated by administrators or agents.
The Wrike Help Center has a custom search results page with filter options (by community/knowledge base, or by categories/topics) and much more.
The help center is fully responsive. It has 100% custom video page where agents can easily add tutorial/webinar videos. It works in six different languages (for now) and there are many customized features on it, depending on the user IP and browser language there is content available according to the user language, and more.
The community section has many custom things as well. The agents signature can be easily manipulated via the admin panel. There are also user signatures. There is an option for flagging users with different belts (levels). I've also made a complex option for flagging user comments (as a correct answer, very good answer, and more) which can be manipulated by administrators or agents.
The Wrike Help Center has a custom search results page with filter options (by community/knowledge base, or by categories/topics) and much more.
A Freelance Network's Customer Support
I worked as Zendesk administrator for a freelance network's customer support service. While I was working there, there were more than 500 agents in Zendesk, more than 60 different agent groups, 20 custom roles, about 900 trigger and automation items, 200 custom ticket fields, and 350 ticket views.
A daily workload was about 4,000-to-5,000 incoming requests. For sure, this was the most complex system that I've ever worked on. All of this was managed by me as a Zendesk administrator.
A daily workload was about 4,000-to-5,000 incoming requests. For sure, this was the most complex system that I've ever worked on. All of this was managed by me as a Zendesk administrator.
Education
2015 - 2015
Completed Credits in Web Design
Krojac Web School - Belgrade, Serbia
Certifications
DECEMBER 2016 - PRESENT
Web Designer Certification
Krojac Web School
Skills
Libraries/APIs
Zendesk API, jQuery, Liquid
Tools
Sketch 4, Avocode, Figma, Adobe Illustrator, InDesign CC, Wrike, Basecamp, Slack, Sublime Text 3, Adobe Fireworks, Adobe InDesign
Languages
CSS3, HTML5, HTML, CSS, JavaScript
Frameworks
Bootstrap
Paradigms
Responsive Web Design (RWD), Mobile Development, Agile
Platforms
Zendesk, Shopify
Other
CSS Animations, APIs, Live Chat, Community, Ajax, Ticketing
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