Technical project management · product ownership · support operations
Andrej
Glavnik
I make complex data and support operations reliable, usable, and ready to scale.
Trusted delivery across analytics, product ownership, technical support, and integrations that have to work in production.
Based in Serbia
Remote, office, or hybrid
Time-zone flexible
Open to relocate
Career proof
The pattern holds across every role.
Understand the problem. Structure the work. Move it forward.
Leadership trust
Scope expanded from project delivery into product-ownership responsibilities after six months, with a dedicated recommendation from Databox's Director of Support.
Read the proofExperience
From network incidents to business-critical data products.
Four roles across analytics delivery, technical support, business development, and network operations. Open any role for tools, decisions, and impact.
DanoneDec 2025 - Present
Lead Data Project Manager, Analytics & Business Intelligence
Own analytics and SFMC Intelligence priorities across dashboards, reporting workflows, data quality, stakeholder requests, and delivery follow-through.
- SFMC Intelligence
- GA4
- BigQuery
- Jira
Open role: tools, decisions, impactClose role
Tools
SFMC Intelligence / Datorama, GA4, BigQuery, SQL, GTM, Looker Studio, Google Ads, Meta Ads, LinkedIn Ads, Amazon Ads, Vendor Central, REST APIs, AWS S3, Excel, Jira, Asana, Confluence, GitHub, DevOps, LM Studio, and custom LLM workflows.
What I did
- Led analytics delivery across websites, eCommerce, digital marketing, reporting support, data quality, and documentation.
- Translated business and stakeholder needs into priorities, acceptance context, KPI logic, data standards, tagging QA, and support documentation.
- Coordinated discovery, prioritization, release readiness, handoffs, and adoption across business and technical teams.
Key impact
- Scope expanded from project delivery into product-ownership responsibilities after six months.
- Coordinated 10+ cross-functional groups across business and technical work.
- Built centralized KPI, mapping, dashboard logic, troubleshooting, and onboarding documentation.
DataboxMar 2025 - Dec 2025
Software Support Engineer L2, Data & Integrations
Resolved advanced dashboard, connector, metric, API, SQL/database, and cross-team escalation cases.
- SQL
- Postman
- BigQuery
- Zendesk
Open role: tools, decisions, impactClose role
Tools
GA4, Adobe Analytics, Amplitude, Google Ads, Meta Ads, HubSpot, Salesforce, Shopify, Stripe, QuickBooks, MySQL, BigQuery, Redshift, Snowflake, Azure, Intercom, Zendesk, Freshdesk, Postman, Slack, and Confluence.
What I did
- Delivered upper-tier analytics and BI support for global customers through chat and email.
- Debugged API connections, SQL sources, ETL flows, metric sync issues, and dashboard interpretation.
- Prepared escalation context between customers, support, product, and engineering.
Key impact
- Handled upper-tier API, SQL, connector, and metric-validation cases.
- Supported thousands of customer tickets and cases across marketing, CRM, finance, database, and analytics platforms.
- Led knowledge-sharing and process improvements cited by support leadership.
DataboxApr 2024 - Mar 2025
Business Development Specialist, Sales and UX
Connected onboarding, product education, lead qualification, demos, and high-quality sales handoffs.
- HubSpot
- Intercom
- MEDDPICC
- BANT
Open role: tools, decisions, impactClose role
Tools
HubSpot, Intercom, Slack, Confluence, Zoom, LinkedIn, chat and email outreach, MEDDPICC, BANT, discovery, sales handoff notes, and product education workflows.
What I did
- Onboarded users, explained product value, identified customer needs, and routed qualified opportunities.
- Applied technical support context to customer discovery and sales handoffs.
- Connected sales, support, and customer success with clearer customer context.
Key impact
- Qualified 150+ inbound and outbound leads per month, influencing $50K+ in pipeline.
- Scheduled 100+ product demos per month with a 30% demo-to-opportunity rate.
- Contributed to $50K in closed revenue through quality handoffs.
WalmartMay 2023 - Apr 2024
Senior Technical Support Engineer, NOC (L3)
Kept retail networks, POS systems, enterprise hardware, dispatches, and ticket workflows moving.
- ServiceNow
- Citrix
- PowerShell
- Linux
Open role: tools, decisions, impactClose role
Tools
ServiceNow, Java and NCR dispatching, Citrix, Cisco Jabber, Zoiper, CMD, PowerShell, Unix/Linux, Excel, Cisco/Meraki/Juniper switches, POS systems, scanners, readers, registers, printers, and retail hardware.
What I did
- Supported Walmart US and Sam's Club US across phone, tickets, and email.
- Diagnosed network, POS, hardware, software, and connectivity issues.
- Coordinated dispatch, repair follow-up, and documentation to reduce downtime.
Key impact
- Built the troubleshooting foundation behind later analytics and support operations work.
- Handled retail hardware, network, and enterprise support workflows under time pressure.
- Completed network and system administration education with a 98% success score.
Recommendations
Technical trust, earned in the work.
Managers, a CEO, mentors, and teammates independently describe the same strengths: technical depth, customer judgment, clear communication, and follow-through.
Right from the start, Andrej's valuable technical experience stood out. It allowed him to troubleshoot complex cases quickly and collaborate closely with our technical support team, which made our entire process faster and more efficient.
Emil KorparDirector of Support at Databox
He has deep product knowledge and is especially skilled at helping customers with our API and SQL integrations.
Peter CaputaCEO at Databox
He consistently went above and beyond to ensure customers received timely, accurate, and thoughtful support.
Tory Ferrall (Sher)Director of Revenue Operations
Read all 13 verified recommendations
Andrej Bačić
Sales Development Manager
What stood out was how Andrej combined technical expertise with strong communication skills. He rapidly sharpened his sales acumen and guided conversations toward the best possible outcome.
Roberta Medeiros
Data & Business Intelligence Analyst
Fast paced and always eager to learn and help. Andrej can work under pressure and deliver amazing results.
Stefan Guslov
Technical Sales Consultant
He proved how capable he is, handling multiple user requests at the same time and resolving them in short notice. Very soon he was the first in our group promoted to L2.
Mirabella Ingebnonse
Business Account Manager / Customer Success
Andrej always went the extra mile to make sure customers felt supported. What I loved most was his collaborative spirit.
Nicole Castillo
Customer proof and communication
Out of 30 customer stories we received, 24 came from Andrej. His sales-savvy communication would be a great addition to any team.
Dragan Gajic
AI and customer success specialist
Andrej is a great professional and always a team player, ready to help others. He is a thoughtful teammate who raises the bar.
Dragana Prica
Technical Support / BI & Data Solutions mentor
Andrej demonstrated a genuine commitment to learning, brought thoughtful topics, and applied newly acquired knowledge in practice.
Jelena Cvetkovic
CX & Support Ops
Hard working, punctual, and reliable. Andrej learns quickly, troubleshoots challenges, and makes complex topics easy to understand.
Katarina Jovanovic
Customer Support Specialist
He was instantly seen as results-oriented. When he joined Customer Support, he reached 200% of his target in the first month.
Andrea Bučko
Cybersecurity and collaboration
A hardworking and dedicated professional, skilled communicator, and team player who goes the extra mile.
Verified credentials
Certified across the systems behind the work.
Selected
credentials publicly
listed on LinkedIn
listed on LinkedIn
01 / Delivery
Quality & support
- Certified QA Engineer & Software TesterITAcademy by LINKgroup
- Scrum Foundation Professional CertificateCertiProf
- Zendesk Customer Service ProfessionalZendesk
- Career Essentials in GitHub Professional CertificateGitHub
02 / Insight
Data & growth
- Google Analytics for BusinessesGoogle
- HubSpot Inbound Sales & MarketingHubSpot
- Generative AI FundamentalsDatabricks
- Web Project Manager & Data AnalystITAcademy by LINKgroup · In progress, expected Apr 2027
03 / Infrastructure
Systems & security
- CCNA Routing and SwitchingITAcademy by LINKgroup
- LPIC-1 Linux AdministratorITAcademy by LINKgroup
- ISO/IEC 27001 Information Security AssociateSkillFront
- Network+ & MikroTik Network AssociateITAcademy by LINKgroup
Tools
A broad stack, organized by outcomes.
Tools matter when they move a request, answer a customer, validate data, or help a team make a decision.
Plan & deliver
Jira, Asana, Confluence, Slack, requirements, acceptance criteria, release notes, stakeholder reporting
Support & grow
ServiceNow, Zendesk, Freshdesk, Intercom, HubSpot, MEDDPICC, BANT, customer education, escalation packs
Measure & explain
GA4, BigQuery, Datorama, Looker Studio, Google Ads, Meta Ads, SQL, Snowflake, Redshift
Connect & troubleshoot
REST APIs, Postman, AWS S3, CSV/XLS pipelines, Linux, PowerShell, Cisco, Citrix, retail POS systems
Flagship products
Built for the work behind the dashboard.
Two local-first tools for daily operations and durable data knowledge. No account, backend, tracking, or upload.
01 · Operations
OpsDesk
A daily workbench for tasks, support cases, analytics issues, blockers, decisions, handoffs, and team updates.
- Focus, Kanban, and to-do workflows
- Decision-ready context and automatic updates
- Excel reports and portable workspace backup
02 · Data knowledge
SyncDesk
A connection catalog for ownership, schema, calculated logic, discrepancies, runbooks, and date-based manifest history.
- Connection and metric knowledge base
- Date-based change manifest with field links
- Shared portable workspace with OpsDesk
Analytics case studies
Quality, governance, and decisions.
Original demonstrations built with synthetic data. They show the method without exposing employer information.
Analytics reliability
Analytics Reliability & Release Control
Decide whether the next analytics release should ship, be held, or carry an owned, expiring caveat.SaaS implementation
SaaS Implementation & Integration Health
Identify implementations at risk of missing committed go-live and the intervention each account needs next.Commercial intelligence
Commercial Performance & Promotion Intelligence
Choose where to test promotional investment while protecting net revenue, margin, and volume.Contact
Bring the role.
I'll bring structure.
Best fit: technical project management, product ownership, analytics delivery, support operations, and customer-facing systems.