Daily application operations of the Open Platform System (OPS) and Open Gaming System (OGS) at NYX Gaming Group. Troubleshooting via MSSQL, PGSQL, and the proprietary softwares own logs is daily business, configuring IIS servers with new applications. Deployment of new games in different environments via simple subversion updates, system upgrades/installation.Review, back up, and update systems regularly, documenting changes and system operation.Compile, analyze, and evaluate data from multiple sources to provide decision-making information.Configure systems for optimal end user, including disaster recovery and scheduled downtime plans.Microsoft WindowsMicrosoft Windows 2003-2008Microsoft IISMicrosoft SQLLinux Clients & ServersMySQLPostgreSQL

• Daily handling and resolving of escalated technical poker and casino related issues frombusiness partners (B2C and B2B) by e-mail and telephone within defined service levels.• Expert product knowledge, both regarding incident management, contact handling as well asa technical understanding of the products that we provide service for Casino and Poker.• Create and maintain Casino and Poker SOP’s.• Incident communication internally and exrernally, and investigationgand reporting of basicincident issues.• To ensure that the number of incidents are minimized, thus working closely with CasinoOperations, Poker Team, AGO/eGp Team, Service Operations as well as Customer Service.• Very good understanding of the casino & poker infrastructures and components, and verygood understanding of the business aspect of Incident Management, which is how incidentsaffect customers, internally and externally.• Meeting the quality standards and support targets set on bot an individual and group level.• Strong ability for self-reflection, excellent communication skills, ability to find and solveproblems, ability to not only cope with, but open-heartedly welcome changes.• Provide risk related support to internal departments and external partners.• Analyze and Investigate fraud cases. • Very good understanding of B2B poker and a profound knowledge of risk, security andinvestigation of fraud.• Requesting, reviewing and approving/rejecting customers documentation (Know yourcustomer security check).

Multi-skilled Customer Service, incl. Incident management, Risk and Anti-fraud covering Poker and Casino operations in several markets worldwide.

• Handling High Top Travel Agencies, Tour operator and corporate customers calls. • Supporting the company targets in regards Customer Satisfaction, SLA and Average Handling Time• Performed Customer Retention thanks to an excellent service and high proven sales record.• Providing excellent customer service and high qualified technical support.• Processing Round the World requests and handling queues, faxes, emails and any relevant admin work.• Dealing with clients and travel agencies by phone,email and web support in different markets(Scandinavian, Italian, uk, Asian, Spanish), providing them with the booking, reservationsand finalise the sales of Lufthansa and star alliance partners (18 majors airlines) tickets,• Providing support in fares and tax calculations, schedule changes and reprotections ofpassengers to travel agencies who works with different systems (AMADEUS, GALILEO,SABRE).• Calculation and taylormade round the world trip with prices and regulations for travelagencies.• Sales of thirth parties partners products (accomodations, car rental).• Sales of Lufthansa products and promoting high yeld customers to joyin in a membershipwith Lufthansa miles and more programme in order to gain awards flight and benefits.• Training new agents to learn three different Lufthansa systems.