REIHANEH AZAD
Tehran,Teh
Summary
Experienced Technical Support Specialist with over 13 years of expertise in managing and implementing POS and IPG systems. Proven track record at Pasargad Electronic Payment Co., enhancing payment processing efficiency and customer satisfaction and compliance by resolving complex technical issues and streamlining operational processes.
Adept at identifying customer needs, and delivering tailored solutions that improve customer satisfaction. Possess strong technical acumen, excellent problem-solving skills, and a commitment of staying abreast of the latest advancements in the payments industry.
Expert in Microsoft SQL Server and adept at cross-functional collaboration, I boosted regulatory compliance from 10% to 90%, demonstrating strong analytical and problem-solving skills.
I am a hardworking, honest, flexible and responsible job seeker eager to learn new skills. I have developed good planning and organizational skills and am confident working independently or as a part of the team member toward the company’s goals.
I have been working in a company as a Payment Service Provider in Iran for 13+ years. I eager to expand my knowledge and skills internationally so I have been seeking a full-time position in a company with interactive and dynamic environment.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Pasargad Electronic Payment Co.,
Tehran, Tehran Province, Iran
11.2014 - Current
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot issues including implementation and installation problems of POSs, IPGs and Mobile Apps through monitoring transactions, analyzing logs, identifying and fixing some problems and interacting with developers to fix bugs to ensure customer satisfaction.
- Provided remote support for a wide range of software issues, maintaining strong customer relationships.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Monitored electronic payment service providers’ tools and adapting them to regulatory requirements.
- Monitored transactions of POS, IPG and Mobile apps and assist colleagues to fix installations and implementations problems.
- Trained colleagues in order to improve their knowledge and provide better services to customers.
- Generated various reports and automating them as a regular job for customers.
- Designed and implemented of organizational process through BPMS.
- Collaborated with Product Owners to escalate and address customer inquiries or technical issues.
- Enhanced compliance with regulatory requirements from 10% to 90%.
Merchants Specialist
Pasargad Electronic Payment Co.
Tehran, Tehran Province, Iran
12.2010 - 11.2014
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Analyzed POS transactions if there is a problem in data for example changing their serial number or account.
- Inserted, updated and deleted merchant’s and POS data before install it.
- Enhanced the speed of updating POS data and automating its update through SQL Commands and queries.
Education
Master’s Degree in IT Management - Information Resource Management
Farabi Institute of Higher Education
Karaj, Alborz, Iran09.2015
Bachelor’s Degree in Computer Science - Computer Software
Saeb Institute of Higher Education
Abhar, Zanjan, Iran09.2010
Skills
- Remote Support
- Microsoft Office
- Issue Troubleshooting
- Microsoft SQL Server
- HTML 5, CSS, JavaScript
- Oracle SQL Developer
- Log Analysis and Analytical Skills
- POS and IPG systems
- SQL Server Integration Services(SSIS) and ETL Process
- Python
- Jira
- BPMN
- familiar with ISO 8583
- Knowledge Management
- Information Security Management System(ISMS)
Certification
Programming with JavaScript
Meta Issued May 2024 Credential ID U8KNNV6RKB4C
Introduction to Front-End Development
Coursera Issued Mar 2024 Credential ID 4LCWQGGQY33R
Soft Skills and Characteristics
- Reliable
- Responsible
- Motivated
- Outgoing
- Critical Thinking
- Work Ethic
- Analytical
- Team Work
Additional Information
Articles
- Role of E-Payment Tools and E-Banking in Customer Satisfaction Case Study: Pasargad Bank E-Payment Company, IJANA Journal Volume No: 7 Issue:02 Sep - Oct 2015 Pages: 2640-2649.
- Security Solutions Against Computer Network Threats, IJANA Journal Volume No:7 Issue: 01 July – August 2015 Pages: 2576-2581.
- Risk Management in the implementation of Enterprise Recourse Planning(ERP), Journal of Applied Environmental and Biological Sciences, 6(7S)93-100, 2016.
Interests
- Doing Yoga
- Camping
- Traveling
- Mountain Climbing
- Reading books
Languages
English
Professional Working
Timeline
Technical Support Specialist
Pasargad Electronic Payment Co.,
11.2014 - Current
Merchants Specialist
Pasargad Electronic Payment Co.
12.2010 - 11.2014
Master’s Degree in IT Management - Information Resource Management
Farabi Institute of Higher Education
Bachelor’s Degree in Computer Science - Computer Software
Saeb Institute of Higher Education