About
Highly accomplished Technical Support Engineer with 8+ years of experience, specializing in B2B payments, software integration, API troubleshooting, and cloud diagnostics. Adept at leading cross-functional teams to resolve complex technical challenges and enhance system resilience, as evidenced by a recent CompTIA Security+ certification. Proven ability to deliver world-class client support and streamline operations for enterprise and financial institutions.
Work
Folsom, CA, US
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Summary
Currently leading advanced technical support for B2B payment solutions, driving seamless API integrations and resolving critical issues for enterprise and financial clients.
Highlights
Led a technical support team, managing ticket assignments, mentoring new hires, and enhancing team performance to maintain high-level B2B payment support for enterprise clients.
Resolved complex B2B client issues for enterprise and financial institutions by leveraging MySQL Workbench, Zendesk, and remote tools, significantly reducing resolution times.
Coordinated cross-functional efforts with services, development, and product teams to strategically prioritize and resolve critical client-impacting technical issues.
Engineered and troubleshot robust API-based integrations across key accounting systems (NetSuite, Great Plains, QuickBooks, Intacct), ensuring seamless data synchronization and operational efficiency.
Developed and maintained comprehensive internal and external documentation, improving knowledge transfer and streamlining future support operations.
Folsom, CA, US
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Summary
Provided comprehensive 2nd and 3rd tier technical support and QA for enterprise POS and inventory management systems across multi-location retail environments.
Highlights
Delivered expert 2nd and 3rd tier technical support for enterprise-level POS and inventory management systems, ensuring minimal downtime and optimal operational performance.
Optimized database integrity and performance by expertly querying and repairing Oracle and MySQL databases using advanced joins, subqueries, and data manipulation statements.
Diagnosed and resolved complex hardware, software, and network issues across diverse multi-location retail environments, significantly enhancing system reliability.
Collaborated effectively with development teams to rigorously report, reproduce, and validate software bugs, contributing to improved product stability and user experience.
Provided critical technical training and support to business partners via multiple channels, enhancing their proficiency with POS and inventory management systems.
Yuba City, CA, US
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Summary
Delivered essential front-line IT support and conducted system maintenance for desktop, networking, and telecommunication systems.
Highlights
Provided responsive front-line technical support for a diverse range of desktop, networking, and telecommunication systems, ensuring continuous operational uptime.
Executed comprehensive on-site troubleshooting for critical hardware and software issues, resolving technical challenges efficiently.
Performed routine system maintenance, proactively addressing potential issues and contributing to the stability of IT infrastructure.
Lahore, Punjab, Pakistan
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Summary
Developed and tested robust web applications and managed database integrity using PHP, Laravel, and SQL.
Highlights
Developed and rigorously tested multiple web applications utilizing PHP and Laravel frameworks, enhancing functionality and user experience.
Designed and implemented efficient SQL queries to ensure optimal application data management, integrity, and performance.
Languages
English
Skills
Technical Support
API Integration, Cloud System Diagnostics, Network & Connectivity Troubleshooting, SQL/MySQL/Oracle Troubleshooting, Incident Management, Root Cause Analysis, Client Communication, Escalation Management, B2B Payments Support, POS Systems, Inventory Management.
Database Management
SQL, MySQL, Oracle, MySQL Workbench, Data Manipulation, Joins, Subqueries.
Cloud & Automation
Cloud System Diagnostics, Automation, API Services.
Cybersecurity
Cybersecurity Fundamentals, CompTIA Security+, Network Security, Risk Management, System Hardening.
Software Development
PHP, Laravel, Web Applications, Software Testing.
IT Systems
Desktop Support, Networking, Telecommunication Systems, Hardware Troubleshooting, Software Troubleshooting, System Maintenance.
Tools & Platforms
Zendesk, NetSuite, Great Plains, QuickBooks (Desktop & Online), Intacct.
Documentation & Training
Knowledge Base Creation, Technical Documentation, Business Partner Training.