As a Payment Systems QA Tester & Support Specialist, I ensure the integrity and functionality of payment processing systems through testing, troubleshooting, and vendor relationship management. I am responsible for maintaining smooth transaction operations across various platforms, with a focus on hardware and software testing, transaction support, and providing Tier 3 technical support.Key Responsibilities:QA Testing:• Hardware Testing: Test payment devices (e.g., MX915, E280s, M400) for firmware and application updates to ensure performance and compatibility.• Software Testing: Conduct SDK testing on Windows and iOS systems to verify updates and integrations are working correctly.• Bin Range Testing: Test updates for credit card and gift card ranges, ensuring compatibility with the payment processing system.• Server Upgrades: Support transaction processing during server or DNS upgrades, performing validation and testing to confirm system stability.Transaction Support:• Monitor Transactions: Oversee transaction flows through the payment gateway to ensure smooth processing and troubleshoot issues.• Dispute Resolution: Assist with dispute management, issue refunds, and resolve transaction issues.• Reporting Support: Provide reporting insights to internal teams and external requestors to ensure accurate, actionable payment data.Tier 3 Support:• Advanced Support: Offer expert assistance to Tier 1 and Tier 2 teams for complex issues requiring advanced troubleshooting.• Log Analysis: Review system logs, diagnose issues, and resolve them before escalating to vendors.Relationship Management:• Vendor Collaboration: Maintain strong relationships with key payment vendors (e.g., Chase, Aurus, Fiserv, PayPal, Klarna, Citcon) and serve as the primary contact for issues, updates, and coordination.• Issue Resolution: Proactively resolve technical challenges with vendors, ensuring seamless integration of their solutions.

Detail-oriented IT Support & Application Developer with expertise in programming, troubleshooting, and providing end-user support in a large-scale retail environment. Skilled in SQL Server, Visual Studio, and NeoBatch, with experience managing the full life cycle of hardware, software, and mobile devices, while delivering prompt solutions and mentoring team members to enhance operational efficiency.• Program internal and external applications using a variety of languages and tools, including SQL Server, Visual Studio, and NeoBatch.• Provide comprehensive retail support for thousands of GNC stores across North America, both during and outside business hours, ensuring minimal downtime and operational efficiency.• Respond to, troubleshoot, and resolve trouble tickets and service requests promptly, providing effective solutions for both hardware and software issues.• Manage the full life cycle of end-user computing hardware, peripherals, and mobile devices, including installation, upgrades, testing, deployment, maintenance, and troubleshooting.• Install, upgrade, test, deploy, and troubleshoot operating systems and software applications, ensuring smooth functionality across the organization.• Deliver professional, courteous, and timely support to users, ensuring their needs are addressed accurately and efficiently.• Provide training and mentorship to Service Desk staff, enhancing team skills and ensuring high-quality service.• Assist peers on various projects, gaining expertise in specific areas and working towards independent project management and execution.• Utilize tools for software distribution, patch management, asset inventory, and troubleshooting to ensure system reliability and security.

This position analyzes and improves performance of software programs and analyzes requirements for data exchange between application software and other systems; determines viable alternatives; makes recommendations; and designs, specifies, obtains consensus on, and implements solutions. As a POS/Fuel support software engineer, we must provide level II coverage to the help desk and on site repair technicians along with 24 hour on-call support rotation. Active day-to-day activities include:• Perform infrastructure and sustaining operations activities, including testing and administering enhancements, upgrades, and security patches.• Collaborated with Project Managers on estimating time and tasks for projects including Stoplift, and Car Wash Kiosk.• Transitioned and documented project information to support team in co-ordination with Architecture Team, Leads, and Project Managers.• Actively manage end user break fix issues and knowledge base in Service Cloud. Perform root cause analysis and define process improvement tasks.• Perform quality assurance testing on new projects and document change control policies including HTK (carwash) upgrade, SVuser upgrade, Quick Look-up Register Screens, receipt headings, and Verifone pinpad upgrades (EMV).• Assists with new store opening hardware builds and software rollouts.

Coordinate, diagnose and troubleshoot incoming Technology Service Desk calls, as well as document, resolve basic and escalate moderately complex and complex internal technology break-fix/user help issues following documented processes while ensuring end-user satisfaction. Provide support services with technical problems and information technology issues involving desktop, laptop or network services, warehouse systems, point-of-sale and other retail, warehouse and corporate systems. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with end-users. Recommends knowledge article and operational process improvements that would improve the customer service and technology troubleshooting performed. This individual will work as a Level 1 front-line support analyst answering end-user's phone calls and web tickets in our 24/7 Technology Service Desk.

Analyst - Facilitate Problem/Call Resolution. Collect and gather the necessary information in order to troubleshoot and resolve IT related issues. Level 1 analysts provide first tier support out of two tiers, providing an 80% resolution goal and 20% escalation. Level 1 analysts provide support from users around the world including Moscow, Dubai, and London.

Analyst - Facilitate Problem/Call Resolution. Collect and gather the necessary information in order to troubleshoot and resolve IT related issues. Provide first tier support for all supported applications and services for hundreds of users. Provide necessary escalation to 2nd and 3rd level support to resolve issues. Ensure all customer calls are closed to customer's satisfaction. Understand and strive to meet all Customer SLA’s

Customer Assistant - Collaborated with marketing representatives on sales calls and provided the technical support to close deals. Formulated pricing policies on merchandise according to requirements for profitability of store operations.PC Staging Team- Set up and networked all computers located in the stores training area. Helped deploy and configure new computers models (laptops and desktops) within the store. Assisted in the networking of all sales floor printers within the store. Installed Best Buy approved software on all active displays within the store.