Oversaw integration and onboarding projects, collaborating closely with engineers, game coordinators and QA to investigate complex bugs related to HTTP and Rest API errors. Maintained expertise in Whitehat Studios' integrations and customer APIs, steering scoping, planning, and execution of integration projects. Provided consistent technical guidance to clients throughout the onboarding process. Managed end-to-end testing, signoff, and comprehensive documentation of integrations, taking charge as the primary technical contact for customers and promptly resolving staging and production integration challenges. Proactively identified areas for process improvement, implementing solutions to optimize operations and elevate service delivery. Leveraged Atlassian products such as OpsGenie, Jira and Confluence for meticulous bug tracking, progress monitoring, and comprehensive documentation. Additionally, utilized Datadog to parse production logs, subsequently creating detailed dashboards for effective monitoring purposes.

Provided customer support (including technical troubleshooting) to the English and Spanish speaking customers from all over the world through chat and email. Provided inside support and assist to our Customer Service team via Internal Customer Focus (ICF) system. Through the ICF channel I provided assistance to front line colleagues to resolve the most difficult and challenging issues and queries in an efficient, quick way, often using resourceful new solutions. I was cooperating with different departments of the Company (CRM, Marketing, Developers, Responsible Gaming) to investigate various issues, via channels like JIRA and Confluence. Provided constructive feedback on procedures and templates, helping to always keep them relevant and up to date. Liaised with third party vendors and providers of our Company on a daily basis. Sent escalations and was cooperating with vendors to resolve the most complicated customer queries. Developed training material and delivered training and mentoring sessions to new team members.

Handle all aspects of the Stars Group's player experience, offering customer top level support and assistance with any queries via multiple channels of communication. Technical troubleshooting all players’ matters (Android, iOS, Windows OS, Mac OS) before escalating if all measures have been exhausted.

In charge of developing relationship with assigned clinical trial sites, ensuring they have information, tools and material needed to meet the objectives of the Study. With minimal supervision, performing site selection, start-up/regulatory, initiation, monitoring and close out visits in accordance with contracted scope of work, using good clinical practices applicable regulations, SOPs and work instructions, with complete appropriate therapeutic, protocol and clinical research training.

Provided solutions to operations issues for users of Android and iOS, working closely via email with end users. Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team. Collaborated with vendors to locate replacement components and resolve advanced problems.