Mazen Accad Wattar
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Quebec, Canada
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- PTechnical Support RepresentativePayFactoAug 2021 - Jan 2025 (3 years 6 months)Achieved a 100% first-time resolution rate for hardware and software issues, significantly minimizing system downtime and ensuring seamless transaction flow across multiple retail channels. Led hardware deployment and system upgrades with minimal disruption, ensuring all POS devices remained secure, fully functional, and compliant with PCI DSS standards. Developed troubleshooting workflows and preventative measures, increasing resolution efficiency by 98% and reducing support tickets through strategic process improvements. Delivered comprehensive training and support to retail staff, empowering users and reducing support tickets by 95%, while maintaining optimal system performance during high-volume sales periods. Additionally, gained hands
- LApplication Support SpecialistLoc SoftwareApr 2021 - Aug 2021 (5 months)Achieved a 95% first-contact resolution rate by deliveringexpert support, troubleshooting complex bugs, andcollaborating with development teams to implementeffective solutions, ensuring high customer satisfaction.Led seamless software deployments, upgrades, and patchmanagement with minimal disruption, maintaining dataintegrity and optimizing client workflows throughsuccessful integrations with third-party systems.Developed comprehensive technical documentation, userguides, and FAQs that streamlined support processes andreduced redundant inquiries, empowering clients withself-help resources.Managed critical escalations by coordinating crossfunctional efforts to identify root causes, deploy timelypatches, and minimize system downtime, enhanci
Activation Support TechnicianNuveiJan 2015 - Jul 2019 (4 years 7 months)Led end-to-end merchant onboarding and POS systemactivation, reducing time to activation by 100% throughpersonalized training, documentation, and efficient setupprocesses.Diagnosed and resolved complex hardware, network, andsoftware issues during activation projects, preventingdelays and ensuring smooth, successful deployments.Delivered ongoing training via webinars and supportmaterials, empowering merchants to independentlytroubleshoot issues and reducing support tickets by 85%.Provided real-time support during high-volume activationprojects, escalating critical issues promptly to technicalteams to maintain project timelines and clientsatisfaction.