Shubham Pande

• Technical Support Analyst with 8 years of experience interpreting and analyzing data in the product base organization of Payment & Card industry. 
• Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration. 
• Strong analytical, problem-solving skills; Ability to prioritize and effectively execute tasks while maintaining accuracy and attention to detail. 
• Functional knowledge of Payments domain (Issuers - Gateways - Acquirers), EFT & Ecommerce domain.
•  Worked on ITIL concepts (Incident management, Change management and Problem management). 
• Strong Oracle SQL skills with good knowledge of RDBMS concepts. 
• Ability to write documentation for internal and external customer facing Knowledge Base Articles. 
• Ability to work effectively in team environment and interact with all levels of management across interdepartmental functions and requirements.

My responsibilities:  Troubleshooting and solving customers’ issues with ACI platform, as well as connections to Acquirers, external risk providers, and other entities connected to ACI.  Handling escalations and follow-up on issues with internal teams as required.  Managing Tier-1 clients: Addressing their inquiries, concerns, and issues promptly and professionally.  Manage live reported Issues in Queue as Incident manager.  Maintain ownership of customer reported issues until resolved.  Incident management, join bridge lines, provide timely updates, troubleshooting production issues.  Understanding of 3D Secure, Tokenized payments with flexible integration options for fast merchant onboarding: front-end payment integration options, mobile payment integration options, server-to-server payment integration options and Backoffice integration APIs.  Tests and replicates problems.  Managing and handling emergency situations according to company policy and customer's contractual SLAs.  Working with Account managers of top acquirers like Fiserv, Worldpay, Elavon, PayPal, Chase. etc to resolve issues from their end.  Working with technical departments of Credit Card issuers like Visa, MasterCard, Amex, Discover, UnionPay, JCB, Diners, to improve and maintain the quality of the service offered via ACI Platform.

B.E in Information technology