As an L2 Agent on the Payment Gateway team, I manage advanced responsibilities which includes guiding L1 agents, resolving complex issues, and utilizing analytical tools to optimize system performance. I have a deep understanding of Splunk and XML journals, with extensive knowledge of OpenEPS software and its specifications, enabling me to analyze and interpret system behavior effectively. My work includes developing troubleshooting guides to streamline issue resolution, training L1 agents on Settlement troubleshooting, Offline processing, and Hardware RMA, and helping them tackle more complex scenarios. I specialize in resolving escalated cases requiring technical expertise but not full L3 involvement and use advanced Splunk queries to address deeper system issues while enhancing the skills of L1 agents.

As a Payment Gateway Support Specialist II at NCR Voyix, I provided comprehensive support for Government, Retail, and Hospitality clients, addressing their diverse payment processing needs. This role required a blend of technical expertise and customer-focused skills. I guided clients through the functionality of the Payments Gateway, facilitating transaction settlements, refunds, and reprocessing. Leveraging my expertise in XML logs, debouts, and journals, I identified and resolved errors efficiently, whether during on-call duties or while managing backlogs.My responsibilities extended to overseeing payment processes for physical stores and ecommerce platforms, managing high-value tokens, merchant IDs, and processors. I also troubleshot hardware issues with PIN Pads, including Equinox and VeriFone models, ensuring uninterrupted transaction processing. By providing prompt, effective assistance and proactive communication, I enhanced the customer experience and built strong client relationships.

As a Payment Gateway Support Specialist II at NCR Voyix, I provided comprehensive support for Government, Retail, and Hospitality clients, addressing their diverse payment processing needs. This role required a blend of technical expertise and customer-focused skills. I guided clients through the functionality of the Payments Gateway, facilitating transaction settlements, refunds, and reprocessing. Leveraging my expertise in XML logs, debouts, and journals, I identified and resolved errors efficiently, whether during on-call duties or while managing backlogs.My responsibilities extended to overseeing payment processes for physical stores and ecommerce platforms, managing high-value tokens, merchant IDs, and processors. I also troubleshot hardware issues with PIN Pads, including Equinox and VeriFone models, ensuring uninterrupted transaction processing. By providing prompt, effective assistance and proactive communication, I enhanced the customer experience and built strong client relationships.

As an Information Technology Associate at PanEuropean University Apeiron, I played a vital role in supporting the institution's technological and administrative operations. I managed the university's WordPress website, enhancing its functionality and design with custom CSS and JavaScript. In addition to resolving technical issues such as printer and laptop troubleshooting for faculty and staff, I provided direct assistance to students, helping them access library resources and ensuring a smooth borrowing process. I also maintained accurate student records by updating bachelor degree information in the system and facilitated online learning by setting up virtual meeting rooms for classes and exams, especially during the shift necessitated by Covid-19. Additionally, I contributed to the university's visual identity by photographing key events and preserving memorable moments.