Mladen Postružnik
IT Support Specialist | Web & CMS | Technical Content Writer
IT support and web specialist with 10+ years of experience across web development, customer support, and technical content. Skilled in troubleshooting, CMS platforms, and cloud fundamentals (Azure AZ-900 certified). Background in journalism and publishing (5 books), bringing clear communication into technical environments. Seeking a role in IT support, cloud services, or technical content.
Languages: Croatian (native), English (C2), Spanish (B2)
Citizenship: EU citizen (Croatia), permanent residency (Guatemala).
Technical Skills
• WordPress, Joomla
• CSS, basic PHP
• cPanel, SQL basics
• Azure Fundamentals (AZ-900)
• Cloud services usage
• Photoshop
• Basic networking concepts (TCP/IP, DNS)
Customer & Support Skills
• Technical troubleshooting
• CRM systems
• Customer retention & escalation handling
Creative & Communication
• Content writing
• Journalism & editing
• Documentation writing
Professional Experience:
Nearsol, Arbonne CSR (US and Canada) – (Aug 2022 – Jun 2023, Guatemala)
• Resolved customer issues across US and Canadian markets, maintaining 90%+ satisfaction scores in a high-volume support environment
• Provided guidance on a large product catalog with rapidly changing availability
• Handled high-volume support tickets while maintaining quality and response time standards
TELUS International, five positions as CSR (Oct 2019 – Feb 2022, Guatemala)
• Roles included customer care (Pure Fibre), retention/loyalty, and Smart Home (ADT-trained)
• Reduced customer retention costs to under $350 per case through tailored solutions and negotiation strategies
• Created tailored home security systems for clients
Websolucion, web development (Apr 2015 – Oct 2019, Guatemala)
• Created and maintained client websites, improving online presence and usability
• Reduced website downtime to ~20 minutes during redesign and deployment processes
Creative Work & Personal Development (Jun 2023 – Present)
• Landscape painting
• Focus on color theory, composition, and visual storytelling
Previous positions in Croatia include: Imperija Video Production (manager, video editor, cameraman, script writer, director and author, 2003 – 2015); Croatian Radio Karlovac (editor and journalist, 1997-2003), Personal Secretary to a Parliament Member (1993-1995), Karlovac Weekly Magazine (journalist, 1990-1993).
Formal Education:
Political Science College Zagreb
Field Of Study: Politics, History and Sociology
1983 – 1989, Zagreb, Croatia
Certificates:
• EF SET Certificate – English C2
• ITTT – TEFL Certificate – Teaching English as a Foreign Language
• ITTT – TEO Certificate – Teaching English Online
• ITTT – TBE Certificate – Teaching Business English
• Azure Fundamentals AZ-900
Publications & Media
• Author of 5 published books (Croatian)
• Produced and directed 15 documentary films
• Former journalist and editor across radio, television, and print
Remote readiness
• Experience working with international clients (US, Canada)
• Multilingual communication (EN / ES / HR)