Jerome Milan

Experienced Senior Technical Support Analyst with strong expertise in payments, troubleshooting, incident management, log analysis, and merchant support. Skilled at resolving complex issues, supporting high-volume systems, and collaborating with banks and internal teams.

Senior Technical Support Analyst at ACI (PayOn) (2018-01 – Present)

• Provided technical support to merchants through ticketing systems, email, and phone.
• Investigated logs and settlement files to identify failures and replicate issues in UAT.
• Managed escalations with acquiring and issuing banks.
• Handled standby duties and triaged high-priority incidents.
• Preferred analyst for Tier 1 Customers. They may escalate to me directly via Email or phone for any priority cases on the merchant’s side.
• Provided weekly reports on Tier1 customers cases and attended calls with customer to discuss any potential priority misalignment between the teams
• Visited Tier 1 customer’s premises with Customer Service Manager to assist with any Technical questions they may have.
• Supported team members with complex troubleshooting tasks.

Technical Support Engineer at ACI (Retail Decisions) (2011-09 – 2017-12)

• Delivered technical support including 24/7 standby coverage.
• Monitored SQL jobs and VMware environments.
• Resolved FTP/SFTP, format, sequencing, and data feed issues.
• Assisted with server upgrades and infrastructure enhancements.
• Attended monthly meetings with the South African banks to present their Fraud reports.
• Attended meetings with potential customers to discuss the services we offered.
• Generated weekly and monthly operational reports.

Customer Support Analyst at DataCash (2008-11 – 2011-08)

• Supported merchants with configuration and troubleshooting.
• Investigated XML logs and decline-rate issues.
• Collaborated with UK banks to resolve transactional issues.
• Performed IP whitelisting and user access setup.
• Supported onboarding for newly acquired clients.
• Perfumed settlement file reconciliation for Eurocommerce

Technical Helpdesk Agent at Thuo Slots (2007 – 2008)

IT Helpdesk Agent at Telkom (2007 – 2007)

Call Centre Agent at Edcon (2005 – 2007)

General Worker at Master Foods (2004 – 2005)

National Diploma in Information Technology – Durban Institute of Technology

Computer Architecture (A+) – Varsity College

Network Architecture (N+) – Damelin College

Advance Diploma in Information Resource Management – Unisa (2026)