Shamima Sultana
Oshawa,Canada
Summary
Payment Support Specialist with 7+ years of experience in technical support and payment processing, adept at using CISCO, Linux, and Windows Server to enhance system efficiency. Demonstrates a visionary approach by collaborating with internal teams to resolve complex issues and train new members, driving improvements in payment systems. Committed to leveraging analytical skills to optimize payment solutions and ensure seamless transaction flows.
Overview
9
9
years of professional experience
Work History
Payment Support Specialist
TouchBistro
10.2021 - Current
- Provide Level 3 tech support for POS systems, resolving issues swiftly to ensure smooth operations.
- Expertly manage payment system support, enhancing transaction efficiency and customer satisfaction.
- Collaborate with teams to address customer inquiries, using Salesforce for effective ticket management.
- Lead migration project from Wepay to Payrix, showcasing strong project management and problem-solving.
- Create documentation and train team members, improving support processes and knowledge sharing.
- Fostered cross-functional teamwork with VAS, DEV, and H/W teams, efficiently resolving customer issues using Salesforce and ServiceNow for streamlined ticket management.
- Proactively enhanced customer experience by identifying improvement areas, creating knowledge base articles, and participating in UAT for system enhancements.
- Delivered comprehensive Level 3 Technical support for POS-based applications, troubleshooting diverse payment systems and devices to ensure minimal downtime.
- Analyzed payment processing data to identify trends, contributing to continuous improvement of customer service protocols and system performance.
- Streamlined payment system support, enhancing transaction efficiency and customer satisfaction through data-driven improvements and proactive issue resolution.
- Experienced with various payment terminals, including Ingenico, Moneris,Verifone, Payrix, TD, and Chase.
Customer Care Representative
Nordia
03.2021 - 10.2021
- Make outgoing calls to offer telecommunication solutions.
- Respond to customer requests related to various cell phone products and services.
- Promote complementary solutions according to the needs and habits discussed with the customer.
- Work in a computerized environment and perform multiple tasks simultaneously.
- Ability to communicate verbally and synthesize information efficiently.
Office Assistant (As a Volunteer)
The HUB, Victoria Park
03.2018 - 10.2020
- Data management and report generation with proprietary OCMS software.
- Assist and enlighten clients on the scope of using technology.
- Enabled each member of staff to receive development opportunities by implementing workshops, seminars and regular training.
- Worked as coordinator for different programs for Adult citizens, New immigrants.
IT Support
FM Tech Ltd
03.2016 - 05.2017
- Configure and set up operating systems for employees.
- Assist with hardware selection and installation for various PCs.
- Configuring and implementing DHCP servers and Network equipment.
- Solved Problem based on in-house built ticketing system.
- Worked with Search Engine Optimization and Google Analytics.
Education
Diploma - System Network Engineering
CDI College
Toronto, ON01.2020
MBA -
Daffodil University
Dhaka, Bangladesh01.2011
Bachelor of Science - Computer Science
National University
Dhaka, Bangladesh01.2007
Skills
- Windows 10
- Windows Server
- TCP/IP
- Microsoft Office
- MySQL
- JavaScript
- CSS
- ITIL
- CISCO
- Firewall
- Data management
- Powershell
- Bash
- Payment Processing
- Jira
- Python
- IOS
- MAC
- Linux
- Salesforce
- ServiceNow
- Teamviewer
- Project management
- Network Troubleshooting
- Problem Solving
- Cloud Computing
- Remote Support
- Artificial Intelligence
- Ticket management
- Hardware troubleshooting
- Technical troubleshooting
- Documentation and reporting
- Client communication
- Support services
- Technical assistance
- Training and coaching
- Debugging
- Problem-solving
Languages
Bengali (Native)
English
Timeline
Payment Support Specialist
TouchBistro
10.2021 - Current
Customer Care Representative
Nordia
03.2021 - 10.2021
Office Assistant (As a Volunteer)
The HUB, Victoria Park
03.2018 - 10.2020
IT Support
FM Tech Ltd
03.2016 - 05.2017
MBA -
Daffodil University
Bachelor of Science - Computer Science
National University
Diploma - System Network Engineering
CDI College
Activities And Honors
- Nominated Class Ambassador (CDI College)
- Awarded Best Employee for two months in a Row (For outstanding performance and dedication.)
- Successful Project Completion for Payrix Payment Processor
Links
https://www.linkedin.com/in/shamima-sultana-05520518/
Activities And Honors
- Nominated Class Ambassador (CDI College)
- Awarded Best Employee for two months in a Row (For outstanding performance and dedication.)
- Successful Project Completion for Payrix Payment Processor
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