Lam Cao
Telford,PA
Summary
Technical Support Professional with 3+ years' experience in POS systems, payment gateways, and SaaS platforms, supporting merchants across the U.S. and international markets. Proven ability to troubleshoot complex technical issues, manage payment integrations, and drive operational improvements. Skilled in cross-functional collaboration, process documentation, onboarding/offboarding, and customer relationship management. Customer-focused, detail-oriented, and ready to scale into support leadership.
Overview
8
8
years of professional experience
Work History
POS / Payment Gateway Technical Support Specialist
Company Name
04.2025 - Current
- Resolved complex merchant issues with POS hardware, software, firmware, tokenization, and payment gateway integrations, achieving 95% first-call resolution.
- Diagnosed payment processing issues (auth, capture, settlement, declines, connectivity) using structured troubleshooting and root-cause analysis, reducing repeat incidents by 20%.
- Managed 100+ inbound support interactions per week via phone, email, chat, tickets, and task systems while maintaining accurate documentation.
- Performed software/firmware updates, created/reinstalled gateway access tokens, and ensured POS systems met company standards.
- Consulted merchants and sales reps on fees, reports, and system performance, building trust and maintaining a 98% satisfaction rating.
- Supported international merchants (EU, UK, Canada) across diverse payment environments.
- Partnered with Engineering, Product, Onboarding, Risk, Retention, and Customer Service to resolve complex technical issues.
- Identified recurring issues and trends, contributing process improvements and reducing repeat incidents.
- Documented troubleshooting steps, common issues, and best practices to enhance knowledge-sharing and efficiency.
- Supported merchant onboarding/offboarding by ensuring systems were configured, tested, and fully operational.
Tier 2 Desktop Support Technician
Tokio Marine America
03.2018 - 08.2022
- Diagnosed and resolved technical issues using test scripts, system diagnostics, and root-cause analysis, resolving 90% of tickets on first contact.
- Collaborated with software development to triage bugs, support release fixes, and improve post-deployment stability, reducing reported post-launch errors by 25%.
- Streamlined support workflows by updating procedures and documentation, cutting average ticket resolution time by 15%.
- Delivered end-to-end user support and post-resolution follow-ups for 1,000 end users, maintaining a 95% satisfaction rate.
- Configured and deployed hardware, software, and devices for employee workstations, ensuring reliability and performance.
- Led a project upgrading over 300 computers for data migration and OS upgrades, ensuring minimal downtime and full operational readiness.
- Supported onboarding/offboarding by provisioning systems access and ensuring employees were fully operational from day one.
Education
Bachelor of Science - Information Technology
Temple University
Philadelphia, PA08-2018
Associate of Arts - Liberal Arts And General Studies
Montgomery County Community College
Blue Bell, PA05-2016
Skills
- Cross-Functional Collaboration
- Knowledge Base Development
- SOP Documentation
- Process Improvement
- Trend Analysis
- Merchant Onboarding/Offboarding
- Customer Relationship Management
- Technical Communication
- Stakeholder Management
- Empathy-Driven Problem Solving
Timeline
POS / Payment Gateway Technical Support Specialist
Company Name
04.2025 - Current
Tier 2 Desktop Support Technician
Tokio Marine America
03.2018 - 08.2022
Bachelor of Science - Information Technology
Temple University
Associate of Arts - Liberal Arts And General Studies
Montgomery County Community College
Core Skills
Payment Gateways, POS Systems, Tokenization, API Integrations, Auth/Capture/Settlement, Firmware & Software Updates, Troubleshooting, Ticket Management, First-Call Resolution, Cross-Functional Collaboration, Knowledge Base Development, SOP Documentation, Process Improvement, Trend Analysis, Merchant Onboarding/Offboarding, Customer Relationship Management, Technical Communication, Stakeholder Management, Empathy-Driven Problem Solving