Provided support for US-based Clients, including support thru ticketing systems, web-conferences (Cisco WebEx, Go2Meeting, TeamViewer) and troubleshooting sessions with developers.

Resolved payment processing, software configuration, software deployment and other issues on a daily basis.

Coordinated efforts with developers, business analysts, QA, Operations, Documentation and other departments for resolving of Clients' issues.

Managed a number of small to medium size projects for Clients, including software deployment and update processes, datacenter disaster recovery projects, etc. Created a number of assignments for development, QA and documentation teams.

Assisted with improvement of internal company processes that increased the level of Client support.

Wrote User guides, tutorials, integration notes, software deployment instructions and checklists, and other documentation on payment gateway software.

Worked with Development, Business Analysis and other departments for gathering of information necessary to prepare, structure and write documentation.