Filip Bakic

Lead and coordinate a distributed remote support team across Serbia and the Philippines, managing scheduling, coverage, and performance across CEST/EST time zones. Primary technical escalation for live-production incidents including network outages, POS failures, ASR/gRPC pipeline errors, and hardware faults across 100+ active locations.

Provided Tier 2/3 technical support for NCR POS systems, diagnosing complex incidents via NEOS and ServiceNow. Applied Java, HTML, XML, and SQL knowledge for advanced troubleshooting and supported large-scale OS deployments.

Coordinated end-to-end vehicle logistics, invoicing, and compliance documentation across U.S. regulations.

Managed advanced incidents for Aloha POS across corporate clients, handling escalations via NEOS, Salesforce, and JIRA. Supported NCR service deployment during outages affecting 800+ locations simultaneously.

Configured Opera PMS and Micros POS, recruited and trained staff, and performed night manager duties across three luxury hotel properties.

Configured Opera PMS and Micros POS, recruited and trained staff, and performed night manager duties across three luxury hotel properties.

Configured Opera PMS and Micros POS, recruited and trained staff, and performed night manager duties across three luxury hotel properties.

Bachelor of Science in Hotel Management from Singidunum University, Belgrade, completed in 2018.

British Council English Certification from EF International English School in Brighton, UK.