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Customer Service Technical Support

Location:
Markham, Ontario, Canada
Posted:
October 25, 2016

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Resume:

Imran Athar

Phone: +1-647-***-**** Email: acw8e5@r.postjobfree.com 114 Cornwall Drive Markham ON, Canada

An accomplished technical consultant having more than 5 years of experience in electronic payment/Smart card industry and has served as a key player in Analyzing and implementing technical solutions to complex business requirements and provides 24*7 supports. Proficient in IT project management, technical consultancy, EMV Migration, smart-card product development and management.

Professional Summary

A competent professional with over 6 years’ of experience in Systems Analysis, consultancy and support to local and international clients.

Strong technical skills in EFT Payment technologies, rich experience in all phases of the SDLC encompassing design, development, testing, troubleshooting as well as enhancement & maintenance.

Insightful experience in System Analysis activities related to a gathering of requirements from clients, evaluating and suggesting viable technology-based solutions to the client.

Experience in Credit, Debit, Prepaid, DCC, E-commerce, Payment gateway, M-Wallet, EMV & Contactless solutions

Strong domains expertise in the areas of Electronic Payment and EMV Card Solutions

In depth knowledge of Transaction Processing and Bank Alternate delivery channels operations.

In depth knowledge about ATM and POS end to end Transaction processing, Fraud Monitoring, Settlement and Clearing and reconciliation.

Advanced knowledge of point-of-sale hardware and software platforms.

Understanding of connectivity concepts: Dialup, TCP/IP, VSAT, Wireless, and HTTP/XML.

Good understanding of ISO financial transactions message format.

Ability to translate business needs into technology requirements to support the company’s business objectives.

Specialties: Technology Solution Design, Project Management, Product Management, Client & Vendor Management, IT Governance and Quality Assurance.

Work Experience

ADIB (U.A.E Bank) Duration: Sept 2014 to Aug 2016

Job Role: Production Support Analyst

Responsibilities & Deliverables:

Provide application development support to integrate with clients other applications.

Troubleshoot issues encountered during the development phase with integrated products.

Maintain a positive relationship with existing clients

Design & implement fixes to user issues by using various tools and SQL analysis

Maintenance of Application builds and releases

Source code control backup and recovery operations

Maintain/execute automated test suites

Identify and troubleshoot exceptions, applications errors

Work on new customer implementations with Project team

Support team during deployments

Oversee and administer the IT support system and ensure ticket resolution and assignment meets required service levels and timelines

Provide e-commerce support to customers among a variety of product categories, resolving escalated issues according to prescribed standards and procedures.

Identifies issues that require further escalation and tracks them through to resolution

Reviews e-commerce applications to ensure compliance with website security requirement, Visa AIS/CISP programs, and credit policy.

Analyzes customers' e-commerce requirements and recommends best course of action that meets customer's needs.

Interact with third-party e-commerce providers and the customers' technical personnel to complete set up.

Coordinates Verified-by-Visa program with Visa to ensure eligible merchants are loaded on the VBV directory server and proper procedures are followed to maintain data integrity.

Communicates VBV loaded merchants to technology partners.

Provide technical support to customer inquiries regarding, e-commerce, Mobile Application and web applications via e-mail and/or voice calls.

Understanding the issues and having the ability and knowledge to know when to escalate problems

Prioritizes and solves issues through to completion.

Create tests cases, approves and provides knowledge base content to appropriate support groups.

Provide full 24x7 supports for pilot merchants testing new products. Require on-call work and remote access to support systems and tools.

Resolve complex and/or time- consuming problems outside of the normal escalation process.

Maintain FAQ list for tracking Questions and Answers

Have experience and hands-on experience with serial connection, Bluetooth, IP and wireless communication protocols.

Have experience in Database (SQL, DB design, etc.)

Identifies and documents all defects found during testing or during User Acceptance Testing; works with business users and other ITS staff to have all anomalies corrected before approval is given to implement the changes into Production.

Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting the correction and following up to ensure resolution.

Communicate effectively to the respective teams regarding the resolution or problems and/or improve productivity

Prioritize and manage all open requests to ensure that they are resolved accurately and in a timely manner

Ensure and provide quality service to both internal and external customers.

Contribute to the development and maintenance of standards, policies and procedures regarding customer service.

Attend scheduled meetings.

Maintain detailed reports of customer service calls including inquiry descriptions and resolutions.

Performs other related duties as assigned Negotiates with IT vendors and suppliers and handles critical issues in consultation with Sr. Manager IT.

Undertake and complete other important ad-hoc assignments.

Major Projects Handled at ADIB

Implement Ingenico Payment gateway with Ogone for Visa/MC and AMEX.

Register/Enable Merchants for E-commerce.

Enable the acceptance of Chip/EMV cards on POS Terminals for All Payment Schemes VISA, MC, UnionPay, JCB and Amex.

Enable the feature of DCC (Dynamic Currency Conversion) on POS Terminals.

Successful setup and tested Disaster Recovery Site in 1st Attempt.

Create Dashboard for POS and SIMs Monitoring

Implement SSL for all POS transactions

Implement Terminal Management System – TMS

Network International LLC Duration: Aug 2012 to Sept 2014

Job Role: Project & Delivery Management

Responsibilities & Deliverables:

Good business and technical acumen with analytical ability to assess the products and organization.

Defining project scope, deliverable, schedules, and tasks list.

Conducting project kickoff, steering committee, and team meetings.

Managing critical S1-S4 incidents and ensuring all key management and business stakeholders are kept up to date.

Provide support for services related to end to end encryption, tokenization, and remote download and along with and Semi-integrated applications.

Maintain a positive relationship with existing clients

Design & implement fixes to user issues by using various tools and SQL analysis

Maintenance of Application builds and releases

Source code control backup and recovery operations

Maintain/execute automated test suites

Identify and troubleshoot exceptions, applications errors

Work on new customer implementations with Project team

Support team during deployments

Provide technical support to clients who connect their application to the command driven apps.

Provide technical support to clients who work with UNIX and Linux and automate jobs via shell scripting.

Provide e-commerce support to customers among a variety of product categories, resolving escalated issues according to prescribed standards and procedures.

Identifies issues that require further escalation and tracks them through to resolution

Reviews e-commerce applications to ensure compliance with website security requirement, Visa AIS/CISP programs, and credit policy.

Analyzes customers' e-commerce requirements and recommends best course of action that meets customer's needs.

Interact with third-party e-commerce providers and the customers' technical personnel to complete set up.

Respond to high priority service requests, user issues and system generated alerts.

Setting up application monitors using industry standard monitoring tools, as well as creating customized monitoring scripts.

Strong Vendor Management skills and Capable to multi-task

Ability to liaise between the development team and the engineering team from the Vendor

Project management skills (i.e. tracking deliverables, collecting requirements, Vendor Management)

Experience with Linux

Experience with Oracle

Lead technical expert to identify and implement solutions to complex business problems.

Create integration architecture deliverables working in conjunction with either a solution or business architect (e.g., application, business, information, infrastructure, security) to address business projects, translating user requirements to solutions

Review and approve work performed by team members and 3rd party vendors.

Solid grounding in core EFT payment applications, including Debit/Credit/Prepaid Cards, EMV, Mag Strip to Chip Migration and Reporting & Analytics and integration.

Report to management and executive team on progress

Major Projects implemented

Mag-Stripe card to EMV Chip Migration

RTA- Taxi meter integration with POS

JCB EMV Acquiring on POS

Payment System Switch to Switch migrations

Migration of Cards from Mag strip to EMV Chip

Implemented Fraud monitoring system

Doha Bank Duration: Apr 2008 to Aug 2012

Job Role: Project & Delivery Management

Responsibilities & Deliverables:

Facilitate information gathering sessions with various business groups to develop an understanding of business needs.

Collaborate with internal stakeholders to analyze functional requirements.

Evaluate gathered information and translate technical requirements into business requirements

Identify and lead problem resolution

Support business with defining the business need or problem and identifying potential solutions

Support development of business cases, RFI/RFPs with vendors if required.

Negotiates with IT vendors and suppliers and handles critical issues in consultation with Sr. Manager IT.

Responsible for the bank’s electronic banking systems and services like ATM Switch/Kiosk, Debit Card (Mag-stripe and EMV), ATM Network, GEMSENSE Personalization solution.

Provide on-going support for implemented systems

Undertaking for R&D (Research and Development), maintenance of software and offer new services for EMV Cards and over the ATMs.

Assess change requests and their impacts, checking for alignment to initiative objectives at all stages

Establish effective test strategy, test plans and test cases, ensuring business requirements are met and executing test scripts

Key Projects successfully implemented

Manage the implementation of ATM Switch and Cards Payment solutions

Manage the implementation with Vodafone for DDA (Direct debit transactions)

Completed EMV Certification with VISA, MasterCard, UnionPay

Manage the implementation of Ooredoo (Telecom) E-Voucher through Bank ATMs

Manage the Implementation Card Less transactions over Bank ATMs

Member bank Certification of Doha Bank with KNet for Kuwait Branch

Completed Host certification with VISA, MasterCard, JCB, UnionPay, Dinners, AMEX, KNet, NAPS and UAE Switch

Certification with Visa for ADVT (Visa Acquirer Device Validation Toolkit) and MasterCard MTIP

Manage the implementation of Cash/ Cheque Deposit Automation project through ATMs (NCR/Wincor)

Manage the implementation of Mobile Banking application on Apple, Blackberry, and Android.

TPS (Pvt.) Ltd Duration: Jul 2005 to Mar 2008

Job Role: Technical & Functional Support

Responsibilities & Deliverables:

Providing Technical Support to 30 National / Multinational and Local / Cross Border Private Banks running PHOENIX as their ATM / POS Controller, InSight as ATM / Host monitoring mechanism, ACCeSS as Card Production & Management System,

Supporting 24x7 hours ATM’s Controller to around 22 Member Banks of two National Switch Network (1-Link and Mnet).

Accelerate the process of issue resolution by developing utilities/ onsite customization.

Have successfully completed projects related to EMV Chip migration, Issuing Debit/Credit/ Prepaid cards.

Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting the correction and following up to ensure resolution.

Understanding the issues and having the ability and knowledge to know when to escalate problems

Communicate effectively to the respective teams regarding the resolution or problems and/or improve productivity

Prioritize and manage all open requests to ensure that they are resolved accurately and in a timely manner

Ensure and provide quality service to both internal and external customers.

Contribute to the development and maintenance of standards, policies and procedures regarding customer service.

Attend scheduled meetings.

Have completed projects related to Chip Card Data Preparation and Scripting.

Have undertaken several projects related to Chip & Card Certification and integration processes with VISA, MasterCard, UnionPay, GCC Net, KNet, NAPS and UAE Switch etc…

Supporting and implementing the Microsoft databases for Internet / E-business and .COM applications.

Major Projects Handled at TPS (Pvt.) Ltd

Installation & configuration of Linux AS operating system for ATM Controller.

Migration from MPRAS OS into Linux ES 3

Establishing basic connectivity with a test ATM, Bank Core Banking HOST (Mysis and MOBS) and HSM.

Installation and Configuration of HDA (Help Desk Agent), Card Personalization and Customer Management, and system

Complete several banks Hosts to host Certification such as NIB Bank, Bank Islami, DIB Bank, EGIBL, Atlas Bank, KASB Bank.

Handled Multiple Projects at HBL which include following

oInter Bank Fund Transfer Through ATMs

oInter Branch Fund Transfer Through ATMs

Deployment of IRIS (Middleware Switching Software) at CBK (Commercial Bank Of Kuwait)

Developed and Implemented Cash Deposit Automation at CBK

Installation & configuration of Linux AS operating system for ATM Controller.

Installation and Configuration of HDA (Help Desk Agent), Card Personalization and Customer Management system

Completed multiple Certification with VISA/MasterCard, JCB, CUP and AFS (Credit Card management System)

Academia

Masters in Computer Science (MCS) –Dec, 2004

Certification

Certified Payment Card Industry Security Implementer (CPISI)

Completed PMP certification classroom training comprises 35 Contact hours

Payment Industry Tools /Packages

Card and Payment Switch: IRIS, Phoenix Switch (ATM Controller, VISA EMV Debit/ Prepaid Card Issuing/Acquiring)

POS and Card Controller: TSYS- Prime version 3 and 4 (VISA EMV Credit Card Issuing/Acquiring)

Standards: PCI /DSS

System / Operating System: AS400, OS/400, Unix/Linux, Windows 2000, Windows XP

Database: Oracle (9i, 10g, 11g), SQL Server

Language: SQL, Linux Shell Script, XML, SOAP, .NET, Java, Delphi

Tools: ClearCase, JIRA, HP ALM, Business Objects

Packages: Paragon ATM Emulator, VTS (Visa Test System), MasterCard Simulators (MAS, MDFS, MCPS), UnionPay, JCB Test Simulators

Applications: Microsoft Project Professional, Microsoft® Visio, Microsoft® Office (Word, Excel, PowerPoint and Access)

Professional Skills

Good Managerial and Leadership skill.

Good communication skill; Strong organization and analytical skills.

Good working knowledge in office applications like MS-Word, Excel, PowerPoint, MS Project & Visio Professional.

Project Management Tool – Microsoft Project Plan

Can adopt and learn new tools and technologies

Good Analytical and Problem solving skills

An enthusiastic team leader as well as player. Result-oriented and focused on delivery of team objectives.



Contact this candidate