SQL
KANBAN
Soap UI
NO-SQL
GITHUB
Microsoft EXCEL
JIRA
Muhammad Ehsaan
Sr. Technical Support Engineer
Lahore
Summary
Experienced Technical Support Engineer with 4 years of experience in the financial industry at I2C INC, a leading payment processor. Deep expertise in digital payment and card processing, specializing in prepaid, debit, and credit cards. Led a major automation project that significantly improved operational efficiency and productivity across multiple modules. Recognized for delivering seamless client implementations, integrating advanced technology solutions, and cultivating strong client relationships.
Overview
4
4
years of post-secondary education
3
3
Certifications
Work History
Technical Support Engineer
I2C, INC
Lahore, Punjab
7 2020 - Current
- Executed a comprehensive project management plan for 10 clients, resulting in two achieving Unicorn status.
- Developed and maintained project timelines that increased operational efficiency and streamlined resource allocation.
- Orchestrated deployment of an AI-driven automation framework for 35 module setups with Microfocus UFT and Cypress; increased efficiency and reduced implementation time, which is now utilized by over 120 team members.
- Spearheaded end-to-end client implementations by directly gathering requirements through JIRA, showcasing exceptional expertise in teaching clients about I2C's product offerings.
- Communicated effectively with global business clients, providing timely information and updates on their technical inquiries
- Collaborated cross-functionally with technical and business teams to streamline processes, enhance system functionalities, and optimize client solutions
- Reviewed front-end, back-end, and other application interfaces, utilizing SQL for query writing to retrieve information directly from the database
- API Certification and Implementation of clients as per Network mandates and Web Services in both JSON and XML
- Engaged and Implemented ISO Auth Host Clients based on ISO 8583 standards
- Contributed to the development of internal best practices and methodologies, enhancing overall project efficiency and effectiveness.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
Education
Bachelor (BS) in Software Engineering -
Punjab University College of Information and Technology
Lahore, Pakistan 08.2016 - 05.2020
Skills
Websites
Certification
Foundations of Project Management Coursera - 2023
Agile Foundations Project Management Institute - 2023
Technical Product Management Project Management Institute - 2023
Industryskills
- Card Payments
- Agile Methodologies
- Web Services (XML/Restful)
- Digital Payment Processing
- Scrum
- Digital Wallets
- Client Communication
- ETLs
- QMR/QOC Reports
- Product/ Project Management
- Automated Clearing House (ACH)
- MDES/VTS
- UI/UX Automation Testing
- Direct Deposit
- JIRA Management
- Visa Secure Service(3DS)
Achievementsandawards
- X13 times Employee of the Month Awards.
- X2 times Outstanding Performance Awards.
- Received Client's Appreciation Award from CEO.
Careerhighpoints
- Successfully drove the implementation for over 10 clients, contributing to the transformation of 2 into Unicorn companies. This achievement significantly bolstered the company's profit margin by an impressive 15%.
- Pioneered the implementation of the MasterCard Quarterly Reporting Module for I2C, resulting in the elimination of out-of-compliance notices, contributing to a flawless operational record.
- Led a Project of Automation of Setups of around 35 modules which not only reduced the implementation time of a client as well as cutting human effort by 80%.
- Spearheaded comprehensive training programs, empowering more than 50 professionals in the intricacies of the Fintech Domain. Covered diverse areas including Digital Wallets, ACH, Direct Deposit, and 3DS, fostering a team wellversed in the latest industry trends and technologies.
Accomplishments
Automated all the Manual Setups of I2C Modules which reduced the human effort by 99% and reduced error chances.
Languages
English
Proficient
C2
Timeline
Bachelor (BS) in Software Engineering -
Punjab University College of Information and Technology
08.2016 - 05.2020
Technical Support Engineer
I2C, INC
7 2020 - Current
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