My professional skill was to work for Companies like Micros Oracle, Panasonic, NXT. Still in setup Product Lab hardware, software. I setup all types of Microsoft servers.
great with working wit all departments involvement.
product Support Specialist Tester Advaned January 1997 to January 2015Advanced Product Support of POS Systems, Merchant Link － Silver Spring, MD
Issued license codes to new and existing customers. Provided base level IT support to company personnel. Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Built and maintained successful relationships with service providers, dealers and consumers. Maintained composure and patience in face of difficult customer situations. Processed an average of [number] inbound and outbound technical support calls. Helped customers track and ship packages, responding to an average of [number] calls per day. Trained new employees and explained protocols clearly and efficiently. Referred difficult issues to upper management while maintaining positive rapport with customer. Informed customers about issue resolution progress. Supported customers having data connectivity issues. Provided thorough support and problem resolution for customers. Assisted with lead generation. Managed IT setup and service requests for [Describe setting]. Mentored other engineers. [Number] years of experience in Internet services. Provided professional customer service consultations on [Describe subject]. Provided real-time support to everyday users of [Name of Product or Service]. Developed and maintained positive customer relationships. Responded to customer service emails in a timely and effective manner. Reported important problems to management. Worked with customer service supervisor to resolve customer concerns. Researched, resolved and followed up on customer issues. Handled a large volume of phone calls, chat and emails. Diligently followed up with customers about existing orders. Maintained a calm, professional demeanor when faced with high demand, high volume workloads. Soft-sold additional services. Assessed customer bug and enhancement requests and prioritized development. Devised workarounds for problems. Developed and maintained technical expertise in [Describe area]. Researched, documented and escalated cases to higher levels of support according to internal procedures. Researched, documented and escalated cases to higher levels of support according to internal procedures. Reviewed support cases for technical and troubleshooting accuracy. Identified opportunities to upsell product and services. Assisted in process refinement to improve customer service and support. Maintained records, logs and the lifecycle of work requests. Developed documentation for common processes for both support staff and end-users. Troubleshot hardware issues and worked with service providers to facilitate repairs. Troubleshot hardware issues and worked with service providers to facilitate repairs. Created end-user self-service tools and documentation. Created new account, reset passwords and configured access for users. Increased number of resolved job tickets by [Number]% over previous year. Contributed to a reduction in operational costs of [Number]%. Merchant Link was founded on March 11, 1993.
On 1997 Merchant Link was acquired by Chase Paymentech and backed by J.P.
Move its location from Bethesda office and relocates to Silver Spring at its current address.
Achieved 2002 Suggested to Chase Paymentech/Merchant Link to purchase from U.S.
Wireless Data, its subsidiary, NXT Corporation, to Merchant-Link, LLC, for $5 million in cash.
Achieved 1-2 second credit card approvals from 15 - 20 seconds.
Delivered Micros, a POS software development company, Internet enabling more efficient product.
Minimize banking deposits failure to be control only by software overrides Maximized TransactionShield®, a point-to-point encryption solution, to help merchants protect data in-transit.
Maximized Merchant Link Payment GatewayTM, offering more flexibility in processing and managing electronic transactions.
Bunt Software and Merchant Link extend life of Panasonic POS System with SMPlink to ensure data security and PCI compliance.
Contributed P2PE integrations, Launched Managed Firewall Services, including breach insurance, in partnership with Phoenix Managed Networks.
Optimized Merchant Link Payment Processing category, with high marks for service and support, product reliability, and channel friendliness.
Achieving Teamwork at Merchant Link gave me my success.
High School Diploma : Business, Easton High, 1972Easton High － Easton, MD, USA
My job was to resolved all Advanced support issue on our network and all customer servers connect to our network gateways.
Work will all development teams internal and external. Certify messages for format to over 15 credit card processors. I'm excellent from cause to reason for final release on software. Never give up.
Alternative Medicine, 1990School Of － BackCreek Valley, Ws, USa
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Companies Worked For:
Advanced Product Support of POS Systems, Merchant Link
Job Titles Held:
product Support Specialist Tester Advaned
High School Diploma : Business, Easton High , 1972 Alternative Medicine , 1990
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