Sapandeep Minhas
Indore
Summary
Strategic Technical Support Engineer with 6+ years of troubleshooting experience. Analyses and resolves technical issues and monitors performance. Insightful problem-solver with dedication to continuous improvement and expertise in root cause analysis.
Overview
6
6
years of professional experience
Work History
Senior Product Support Engineer
Worldpay India Pvt Ltd
09.2022 - Current
- Providing comprehensive L3 support for the Worldpay Total (Point of Sales) payment processing software deployment on UAT and production, ensuring seamless integration for retail, hospitality, and AWS cloud merchants.
- Collaborate with the POS provider's technical team and business analysts to guide them on implementing various integration APIs in the POS application/software.
- This will ensure seamless payment processing and integration between the POS and merchant payment software.
- Understanding the requirements of clients, liaising with development teams, product teams, card schemes (VISA, AMEX, MasterCard, Diners etc.), and issuing banks (Streamline, Barclays, AMEX, HSCB etc.) to fulfill client's requirements.
- Deep-diving into CloudWatch and local software logs to pinpoint the exact cause of the reported issues and recommending resolutions.
- Streamline the entire merchant's journey, from account setup on the payment processing server (EMBOSS) and software initialization to secure card transactions and efficient fund settlement.
- Utilizing data analysis skills to identify root causes, recommendations, and present findings in a compelling RCA report for internal and external stakeholders.
- Participating in service transition sessions with various teams internally.
- Managing incidents based on priority and severity.
Service Desk Analyst
SCORG International Consulting Pvt Ltd
09.2021 - 09.2022
- Provided technical support and troubleshooting for hardware, software, and network issues.
- Installed and configured operating systems and software applications for end users.
- Managed user accounts, permissions, and access rights in Active Directory.
- Collaborated with other IT teams to resolve complex issues and escalate when necessary.
- Assisted in the development and documentation of IT procedures and processes.
Technical Support Executive-II
Teleperformance
07.2018 - 02.2021
- Provided L2 support on Microsoft products to Resellers and end-customer.
- Assisted Reseller to purchase Microsoft products and deploy in end user's system.
- Utilized admin skills to create users in Office 365 admin portal, assigning policies and adding domains.
- Responsible to resolve technical issues through diligent research, reproduction, and troubleshooting.
- Collaborating with internal teams to resolve complex issues.
Customer Service Representative
Teleperformance
05.2016 - 12.2017
- Served as a point of contact for customer support and complaints.
- Proactively identify, investigate, and resolve recurring customer support issues.
- Maintained appropriate documentation and records of customer interactions.
- Maintained excellent customer satisfaction and review support tickets for appropriate resolution.
Education
Executive PG Certification in Cloud Computing
IHUB, IIT Roorkee, And Intellipaat
Bengaluru, India12.2024
Pharmacy
Sri Aurobindo Institute Pharmacy
Indore, India06.2015
Skills
- Operating Systems: Windows, Linux
- Networking: Network Types, Networking Protocols, IP Addressing, OSI Model
- Database Management: SQL
- Programming Languages: Python
- Cloud Services: AWS
- Virtualization: Hyper-V, VMware
- Ticketing Systems: Salesforce, ServiceNow, Zendesk
- Software Applications: Office 365, Microsoft Office Suite
- Remote Support Tools: Remote Desktop
Timeline
Senior Product Support Engineer
Worldpay India Pvt Ltd
09.2022 - Current
Service Desk Analyst
SCORG International Consulting Pvt Ltd
09.2021 - 09.2022
Technical Support Executive-II
Teleperformance
07.2018 - 02.2021
Customer Service Representative
Teleperformance
05.2016 - 12.2017
Executive PG Certification in Cloud Computing
IHUB, IIT Roorkee, And Intellipaat
Pharmacy
Sri Aurobindo Institute Pharmacy
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