GLENN GREGANA
Lake Villa,IL
Overview
18
18
years of professional experience
Summary
Seasoned Technical Support Specialist with over 18 years of experience in multi-channel support across complex software platforms and integrations. Expertise in managing high-volume escalations, conducting root-cause analysis, and delivering actionable solutions for clients and teams. Skilled in Microsoft Office Suite, ticketing workflows, and database management.
Work History
Senior L2 Gateway Technical Support
U.S. Alliance Group / BridgePay Network Solutions
2015.09 - 2026.07
- Acted as the primary point of contact for complex Tier-2 customer support inquiries and escalations via phone, email, and internal support systems, facilitating high customer satisfaction and rapid issue resolution.
- Resolved client problems by clarifying issues, researching log files and payloads, exploring alternative solutions, and implementing fixes, while escalating specialized technical issues to software engineering and QA teams to enhance overall resolution efficiency.
- Maintained client database profiles and verified system statuses, performing database queries to investigate routing issues and ensure data integrity across major processing platforms.
- Maintained client database profiles, verified system statuses, and performed database queries to investigate routing issues and maintain data integrity across major processing platforms.
- Documented step-by-step resolution procedures and created internal Knowledge Base articles, streamlining troubleshooting workflows for L1 and L2 support desks to improve knowledge sharing.
- Collaborated cross-functionally across operations, software engineering, and QA to report persistent software bugs and ensure an effortless customer experience.
Tech Support Specialist
Priority Payment Systems
2009.01 - 2015.09
- Assisted merchants, ISOs, and developers in resolving technical integration challenges, platform inquiries, and software deployment issues to ensure seamless operations.
- Reviewed transaction payloads, webhooks, response codes, and communication logs to diagnose and resolve account setup errors, recurring billing issues, and connection timeouts.
- Clarified technical requirements, managed support tickets promptly, and guided customers through resolution steps to enhance client satisfaction.
Education
Bachelor of Science - Some College
Loyola University of Chicago
Chicago, ILCollege Prep
Gordon Technical High School
Chicago, ILSkills
- Payment processing
- Database queries
- API Integration
- Root-cause analysis
- Technical documentation
- Customer engagement
- Teamwork and collaboration
- Customer service
Timeline
Senior L2 Gateway Technical Support
U.S. Alliance Group / BridgePay Network Solutions
2015.09 - 2026.07
Tech Support Specialist
Priority Payment Systems
2009.01 - 2015.09
College Prep
Gordon Technical High School
Bachelor of Science - Some College
Loyola University of Chicago