Senior Technical Support Executive

I repair and refurbish company products and NCR ATM modules, including CDM and BRM-10 modules. I diagnose recurring mechanical and electronic issues, identify defective components, and perform replacement, cleaning, reassembly, and functional testing to restore equipment within SLA requirements.

I provide technical support to customers and internal teams through video calls, chat, and email. I also deliver hands-on guidance and training, while maintaining accurate repair and troubleshooting records for quality and operational reporting.

I provided first-line support to credit card and banking customers through phone and email. I handled more than 30 customer inquiries daily and resolved approximately 90% of cases without escalation.

I performed customer identity verification before providing account-related assistance and supported banking and credit-card requests in line with security, compliance, and confidentiality procedures. I accurately recorded customer interactions involving sensitive information.

I delivered L1 and L2 technical support for POS systems, PCs, software, hardware, payment terminals, printers, and related customer environments. I managed incidents through ticketing systems, investigated transaction discrepancies using system logs and application data, and ensured timely resolution in accordance with SLAs.

I served as a primary contact for incidents and service requests through phone, email, chat, and remote support. I supported POS configuration for more than 2,000 enterprise clients, handled password, VPN, Microsoft 365, Outlook, connectivity, printer, and access issues, and coordinated escalations with vendors, banks, and internal teams.

I also supported UAT, application rollouts, configuration changes, and deployment validation. I trained new support team members, coached junior staff, prepared performance reports, maintained knowledge-base documentation, and suggested workflow improvements to improve service quality.

I conducted repair, troubleshooting, and quality checks for ATM machines and modules. I diagnosed hardware faults involving mechanical and electronic components, identified root causes, and completed component replacement, cleaning, reassembly, testing, and final quality checks before shipment.

I installed software updates and patches, prepared equipment for deployment, and identified recurring ATM failures to apply corrective actions. I also coordinated spare-part requirements to support repair operations and maintain workflow efficiency.

Diploma in Electronic and Information Technology.

O-level education completed in Warsaw, Poland.