Experience

PayFacto

• Canada
• Information Technology & Services
• 100 - 200 Employee

• Product Manager

  • May 2022 - Present

  Toronto, Ontario, Canada



Fiserv

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Product Manager

  • Mar 2020 - May 2022

  Mississauga, Ontario, Canada



First Data Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Implementation Manager

  • Jan 2014 - Mar 2020

  Mississauga, Ontario

• Team Lead

  • Apr 2012 - Jan 2014

  Mississauga, Ontario



First Data Merchant Services

• Financial Services
• 700 & Above Employee

• Team Trainer / Senior Technical Specialist, Customer Service Operations

  • Oct 2007 - Apr 2012

  Mississauga, Canada - Train new team members - Responsible for learning new product(s) for Point of Sales (Software & Hardware Terminals) - Supporting & Monitoring MicroNode & Network Access Module (NAM) devices - Identifying, troubleshooting & resolving Datawire & First Data’s Gateways - Took lead on training our team Clientline & Buypass Virtual Terminal - Co-ordinate training schedules for new trainees - On-going refresher training sessions with team members that need it - Work with Project… Show more - Train new team members - Responsible for learning new product(s) for Point of Sales (Software & Hardware Terminals) - Supporting & Monitoring MicroNode & Network Access Module (NAM) devices - Identifying, troubleshooting & resolving Datawire & First Data’s Gateways - Took lead on training our team Clientline & Buypass Virtual Terminal - Co-ordinate training schedules for new trainees - On-going refresher training sessions with team members that need it - Work with Project Managers to support new projects and products - Shadow junior team members and help them resolve client issues - Work closely with Vendor Integration (Implementation Group) for both staging and production issues - Update and organize the Customer Service Knowledgebase for easy troubleshooting - Develop and maintain training documents - Provide second level support to clients on the phone and via email - Acting Team Lead, whenever necessary. - A member of First Data’s BCP (Business Continuity Planning) - Update our ticketing system to solve problems - Provisioned and deactivated accounts per request - Troubleshoot errors and resolve customer issues at a timely manner - Chair, Customer Support Team Social Committee Show less