I am an IT Support and Technical Support professional with over five years of experience in customer support, L1/L2 incident resolution, hardware repair, application support, and enterprise payment systems. I specialize in troubleshooting technical issues while maintaining strong service quality, security, and SLA compliance.
I have hands-on experience supporting POS systems, payment terminals, ATM modules, PCs, printers, software, and network-related issues. My work includes diagnosing faults, reviewing system logs and application data, performing root-cause analysis, and coordinating escalations with vendors, banks, and internal teams.
I am experienced with ticketing and ITSM processes using platforms such as ServiceNow, Zendesk, Jira, SmartSD, and ClickUp. I manage incidents throughout their lifecycle, document resolutions clearly, prioritize user requests, and provide remote assistance through phone, email, chat, video calls, TeamViewer, and AnyDesk.
In my current repair engineering role, I repair and refurbish NCR ATM modules, including CDM and BRM-10 modules. I perform diagnostics, component replacement, cleaning, reassembly, functional testing, and quality checks to restore equipment within SLA requirements.
I also have experience supporting customer-facing banking operations and ensuring identity verification, confidentiality, and compliance. I communicate technical information clearly to customers and colleagues, provide hands-on training, and help improve support workflows and operational documentation.
My technical foundation includes Windows, Linux, SQL, networking, hardware troubleshooting, software support, UAT, application rollouts, and system deployment validation. I am a reliable, organized, fast-learning team member with strong critical thinking and problem-solving skills.
