CV

Dino Horvat

Global CX IT Implementation Specialist

Python Subject Matter Expert

Zagreb, CroatiaEnglish, Croatian

Professional Summary

I wrote my first line of code as a teenager in LUA and that was it for me. I immediately knew I belong in IT.
I have experience in administration and moderation of various online communities, stemming from forums to Discord
servers. I consider myself patient, resourceful, ambitious, organized and hardworking, always ready to tackle new
challenges.
I have recently received a Backend developer certification from Algebra International School, but Automation is my go-to.
In my free time you can usually find me at my desk gaming and working on new personal projects. I can clearly see myself
working in software development and automation, and will do everything possible to succeed in achieving my goals.

Career Timeline

Work Experience

Implementation Specialist - Subject Matter Expert

Transcom
October 2023 - Present
Zagreb, Croatia
  • Expanded Responsibilities: In addition to the primary duties of my current role, I undertook additional responsibilities from my previous position
  • Subject Matter Expert (Python): Designated as the primary point of contact for all Python-related projects, tasks, and inquiries, providing expert guidance and support
  • Business Analyst Support: Collaborated with Business Analysts during the solutioning process and client meetings, contributing technical insights and expertise
  • Requirements Gathering and Solutioning: Assisted in gathering requirements and formulating solutions, ensuring alignment with client needs and project objectives
  • Customer-First Approach: Maintained a strong, customer-first approach, fostering close relationships with internal clients to understand and meet their requirements
  • Technical Escalation Point: Served as the escalation point for technical questions and issues, offering timely and effective resolutions
  • Team Mentorship: Acted as a mentor to team members, facilitating their professional growth and enhancing their proficiency, particularly in Python
  • Main accomplishments:
  • ● Introduction to Artificial Intelligence (AI): Gained initial experience in working with AI, earning multiple certifications in related fields to enhance expertise
  • ● Adoption and Implementation of New Technologies: Proactively embraced and implemented cutting-edge technologies to significantly increase the efficiency and profitability of company services

Global CX IT Implementation Specialist

Transcom
May 2022 - Present
Zagreb, Croatia
  • Conducted rigorous validation of technical feasibility and operational efficiency for proposed solutions.
  • Ensured meticulous adherence to pertinent security policies and standards during solution implementations.
  • Thoroughly documented comprehensive requirements and precise technical specifications for all deployed solutions.
  • Collaborated with support teams and conducted thorough investigations of production incidents when necessary.
  • Proficiently utilized SSIS and C# to automate a diverse range of processes, encompassing regular uploads of leads to call center databases, automated report retrieval and uploading to remote SFTP servers, and automated SMS notifications to both internal operations and customers via APIs, among other multifaceted scenarios.
  • Demonstrated adeptness in employing Postman and APIs to facilitate various operational requirements.
  • Displayed proficiency in navigating and effectively automating platforms such as GoContact, Zendesk, Talkdesk, and Altitude, streamlining operational workflows and enhancing overall productivity.
  • Notable achievements:
  • ● Led a successful modernization effort at Transcom WorldWide, transitioning existing process automation systems from outdated SSIS to contemporary Python technologies. This initiative resulted in a notable reduction in process execution time and substantial workflow optimization. Additionally, developed and implemented standardized templates and APIs, empowering team members to efficiently create and execute new Python processes, significantly reducing development timelines.

System Management Center (SMC) Expert

Hrvatski Telekom (Croatian Telecom)
November 2018 - May 2022
Rijeka, Croatia
  • Proficient in delivering customer support in both Croatian and English languages, ensuring exceptional service and satisfaction.
  • Demonstrated expertise in remote troubleshooting and effective problem resolution, leveraging diverse software tools to identify and address issues efficiently.
  • Extensive experience in remote management and troubleshooting of DSLAMs, exhibiting on-the-fly issue resolution on user lines.
  • In-depth understanding and extensive experience in ADSL and VDSL services, IPTV, and telephone services (VOIP & MSAN/ISDN), garnered through years of dedicated practice.
  • Specialized proficiency in working with fiber-optic lines (GPON), encompassing the configuration of OLTs for ONTs and other related tasks.
  • Meticulously detail-oriented, with a focus on precise configuration of user data and respective telecom lines to ensure optimal performance.
  • Adept at maintaining professional and clear communication with customers during error troubleshooting and in the provision of high-quality customer service.
  • Trusted to receive and manage calls from field technicians, providing expert remote assistance to facilitate issue resolution.
  • Demonstrated strong multitasking abilities, effectively managing substantial workloads on a daily basis while maintaining high standards of performance.
  • Comprehensive knowledge of various SMC-related telecom applications.
  • Trusted to work in Mobile SMC, addressing mobile issues such as Hybrid (hybridbox) internet and mobile phones.
  • Notable achievements:
  • ● Pioneered and programmed the original automation in AutoIT3 for EvoTV tickets, significantly improving workload processing speed and efficiency, successfully handling a substantial backlog of over 800 tickets within a single day shift, a task previously requiring a much longer timeframe for completion.

Back End Developer

Freelance
March 2016 - July 2016
Remote
  • Developed a website using HTML and CSS, employing a user-centered design approach to enhance the user experience.
  • Implemented PHP as the primary backend framework, ensuring robust functionality and efficient data processing.
  • Established a secure and efficient login system with PHP and MySQL, integrating essential features for user authentication and data management.
  • Gained valuable experience in teamwork and effective communication through project collaboration, showcasing adaptability and cooperation in work delegation.
  • Independently managed and successfully completed a small-scale project, demonstrating self-reliance and proficiency in project execution.

Certifications

Backend Developer
Algebra University College
Get Started with Pub/Sub Skill Badge
Google Cloud Skills Boost
Get Started with Cloud Storage Skill Badge
Google Cloud Skills Boost
Learning Go Programming
NobleProg
Netomi U | Netomi Product Master Plus
Netomi
Netomi U | Netomi Product Master
Netomi
30 days of Postman - for developers
Postman
Talkdesk Academy | Advanced Admin
Talkdesk
Talkdesk Academy | Admin
Talkdesk
GoContact Certified Supervisor
GoContact
GoContact Certified Agent
GoContact
GoContact Certified Manager
GoContact

Education

Backend Developer

Algebra University College
2022 - 2023
Certificate available upon request

Bachelor's degree / Telecommunications Engineering

Polytechnic of Rijeka (Veleučilište u Rijeci)
2016 - 2020

High School Diploma

School of Natural Sciences and Graphics Rijeka (Prirodoslovna i grafička škola Rijeka)
2011 - 2016

Skills & Expertise

Relational Databases
SQL ExpertiseDatabase Design & ModelingData Integrity & ConstraintsPerformance OptimizationSecurity & Access ControlProcedural ProgrammingIntegration with SystemsData Analysis & Business ContextBackupRecovery & Availability
Web Development
HTMLCSSJavaScriptPHPPythonNode.jsSQLAPI DevelopmentServer Administration (Apache & Nginx)Authentication & SecurityFull-Stack ProficiencyDevOps & DeploymentSearch Engine Optimization (SEO)Performance Optimization)Content Management Systems (CMS)
Docker
Containerization FundamentalsDocker Command Line & Image ManagementDockerfile AuthoringNetworking & VolumesDocker ComposeSecurity & CompliancePerformance Optimization
Multithreading
Core ConceptsSynchronization & Thread SafetyDeadlock PreventionExecutor Frameworks
Load Balancing
Hardware & Software Load BalancersServer Health MonitoringFailover and High AvailabilitySession Persistence (Sticky Sessions)Rate Limiting
Reverse Proxy
Configuration & DeploymentLoad BalancingSecurity HardeningCaching & Performance OptimizationMicroservices & API Gateway IntegrationFailover & High AvailabilityReverse Proxy as a CDNTroubleshooting & MonitoringSecurity & Privacy
Generative AI
Machine Learning & Deep LearningNeural NetworksLarge Language Models (LLMs)Data Processing and VisualizationPrompt EngineeringAPI IntegrationAI-Driven Automation
Git
Version Control & HistoryCore Git CommandsBranching & MergingPull RequestsReverting & Rolling BackStashing

Featured Projects

Raman Medical Research Database System (Full-Stack Web Application for Ophthalmic Clinical Data Management)

Independently designed and developed a comprehensive, production-ready medical research database system for collecting and analysing ophthalmic clinical data. This GDPR-conscious system features a dual-table architecture separating sensitive patient information from anonymized statistical data, enabling secure research while maintaining data privacy. Technical Stack; Backend: Python/Flask with Gunicorn, PostgreSQL 15+ Frontend: Vanilla JavaScript, HTML5, CSS3 (no frameworks) Deployment: Docker, Nginx reverse proxy Security: Bcrypt password hashing, SHA-256 patient anonymization, session-based authentication Key Features Implemented: Intelligent Patient Management - Real-time ID validation with concurrent user support, preventing duplicate entries across multiple simultaneous sessions Role-Based Access Control - Administrator and Staff roles with granular permissions Bulk Import/Export - CSV/Excel bulk upload for ICD-10 codes and medications with intelligent column mapping and preview Binary Export System - Exports with individual columns for research analysis Advanced Filtering - Multi-criteria patient search and export filtering by conditions, surgeries, and medications Automated Backup System - Scheduled database backups with retention policies, external drive support, and one-click restore Technical Achievements: Built comprehensive form validation system (client + server-side) Designed scalable database schema supporting unlimited conditions, medications, and surgeries per patient Created production-grade deployment with Docker Compose, health checks, and auto-restart capabilities Developed secure export system with role-based data access (sensitive vs. anonymized) Integrated automated backup scheduling with configurable retention policies Database Scale: Supports up to 99,999 patients with unlimited associated conditions, medications, and surgical history per patient. Code is open-source and available on Github profile under Contact Information.
Web Application DevelopmentWeb DevelopmentHTML5Cascading Style Sheets (CSS)JavaScriptNginxMultithreadingRelational DatabasesPassword HashingLoad BalancingbcryptHTMLDockerPythonPostgreSQLWeb Services APIReverse Proxy