• Oversee, control the quality of work and lead a team of 45+ Level II Technicians and ensure efficient and effective operations within the software support department• Developing and implementation of new procedures to build a structured support flows with the goal of effectively meeting the customer, internal and multilevel service-level agreements• Reviewing the teams and individual performances to ensure that our high level of KPI's are met• Steering the recruitment process by interviewing, evaluating and selecting new hires. Organizing the onboarding of new hires alongside the HR department with the goal of ensuring a seamless transition of an employee into their new role• Reviewing the customer experience and feedback via meetings, email and surveys on a daily, weekly and monthly basis, making sure that the Customer Satisfaction Scores are measured and achieved• Developing and maintaining team schedules, approving working hours in accordance with operational requirements• Developing and maintaining new and existing product documentation, training sessions and knowledge base and ensuring support members receive appropriate coaching and refresher trainings.• Working with internal and external teams on setting a clear escalation path in order to improve problem resolution time ensuring that the customer needs are met effectively, and ultimately improve the customer experience• Creating, exporting, automatizing and consolidating reports and dashboards necessary for team tracking utilizing SalesForce, PowerBi and SharePoint.• Deliver regular presentations on current results, improvements, and potential risks to relevant stakeholders• Actively participate in departmental meetings, providing insights, updates, progress and coordination of support operations with broader organizational objective

• Working in a ten man Incident Management team to provide remote Technical and Engineering software support to customers using the POS application and 3rd party ordering, inventory management and accounting software. • Deliver Level III Software support to over 15.000 VIP franchise and regular customers in the United States and the United Kingdom.• Work closely with the Developer & Engineering teams from Czechia, United States and India to find, report and identify root cause of software and API based bugs.• Work and maintain a Lab both with testing, regression and live environments for QA testing purposes.• Communicate and work with 3rd party online ordering providers such as DoorDash, GrubHub, OLO, Monkey Media to identify and fix problems with API calls, inventory, software etc..• Using Postman and Jenkins for regular and automated API testing for the platform also utilizing Swagger to record a complex API call's database.• Utilizing the Kibana platform and Android and iOS debug diagnostics for analysis, aiding in the identification and resolution of complex technical issues.• Attending various daily Cloud Team Engineering Group meetings and ensuring there is stable communication between Development and Engineering, Product, Sales and Software Support.• Smoke-testing and planned patch releases and documenting release bugs, using Octopus Deploy to revert to previous version if unplanned circumstances arise, raising PagerDuty alerts and creating Bridge calls for all interested development parties to get involved and resolve the issue.• Creating and maintaining documentation for the supported application and all of its supported integrations• Generate detailed Work Items (WITs), or bug reports, through JIRA on the Atlassian platform and NCR platform, collaborating with the development team to address software issues.

• Deliver second-level technical support to end-users for proprietary software and applications, including assistance with installation, basic usage, and adherence to service level warranty agreements.• Employ effective troubleshooting techniques over the phone, email, live chat and other communication platforms to swiftly identify and resolve issues, ensuring a seamless user experience.• Provide advanced support for the Point of Sale (POS) system via phone, email, and chat, meticulously documented in the SalesForce ticketing system, encompassing hardware, software, and network issues.• Perform maintenance, installation, and configuration of network and workstation hardware and software, maintaining optimal system performance.• Assess all calls to guarantee that the resolution time meets or exceeds company standards, ensuring client satisfaction.• Create and manage support tickets/requests within SalesForce ensuring clear documentation of customer interactions and issue resolution• Collaborate with customers worldwide, primarily from the United States, and also provide support to customers from the United Kingdom and Australia.• Detect, isolate, and resolve both software and hardware issues, delivering effective and sustainable solutions.• Provide knowledgeable answers to technical inquiries and product-related questions, enhancing the customer experience and product understanding.

• Worked with a friend from college as Web & Logo designer specializing in E-Commerce platforms like Shopify and other Wordpress based sites.• Created websites using Wordpress, Adobe Illustrator and Photoshop and integrated them with 3rd party providers to enable online exchange of goods.• Helped clients via the Upwork platform to achieve online revenue trough eye catching and search engine optimized web-stores• Created various logos, posters and digital signage posts for clients found via the Fiverr or Upwork platforms

• Sales representative in the Supernova/Telekom Srbija call centre • Outbound calls to existing and potential clients • Customer retention and service improvement • Designing marketing campaigns and expansions for specific areas • Package pricing and improvement

• Inbound call support for customers• Basic technical and service support • Client information listing and billing assistance

• During my final year of college worked as a contractor for the Serbian Network Giant S.B.B d.o.o. as a field service technician.• Worked on the project to asses existing network installations, verifying its functionality and installing/improving the network channels where needed with a Certified Network Engineer.• Documented new network structures and base stations in the area on the network overlay map• Created network layout blueprints using Autodesk's AutoCad of each individual building or apartment complex that was surveyed. • Created documentation archives for the network structure for use in future company projects.

• Various student jobs while I was pursuing a degree in Telecommunication such as bartender, waiter, line cook, construction assistant, delivery driver, vendor etc.