Daniel Pepper
Sonepar USA
Philadelphia
1
Certification
7
years of professional experience
Tech-savvy professional with experience leading a technical support team and integrating hardware and software solutions. Skilled in various POS systems and certified in networking, with a strong background in customer and internal user support. Currently enhancing expertise in Red Hat Server operations.
Work History
Technical Support Specialist
2 Years 4 Months- Resolved merchant payment and POS issues through phone, email, and ticket-based support.
- Troubleshot card-present, card-not-present, and gateway connectivity errors with accuracy.
- Guided clients through terminal setup, configuration, and basic network connectivity steps.
- Guided clients through terminal setup and configuration, ensuring successful network connectivity.
- Point person on Chip and pin Ingenico Lane device installation and integration projects.
- Facilitated seamless integration of hardware and software components to enhance system functionality.
Deployment Team Lead
1 Year 8 Months- Managed programming, testing, and shipping of credit card processing terminals, implementation of new products and systems as well as web programs, training of new team members and escalations of issues from team members.
- Led daily team priorities, balancing workloads and resolving bottlenecks across operational tasks.
- Coordinated staff schedules, ensuring coverage and consistent execution of service standards.
- Monitored workflow quality, correcting errors and reinforcing compliance with company procedures.
Pos support representative
8 Months- Provided technical support for POS systems in a call center environment., Learned SQL and SQL profiler proficiency.
- (9 months)
- Resolved customer software issues across installation, configuration, and daily usage.
- Guided clients through product troubleshooting using ticketing and remote support tools.
- Documented support interactions accurately to maintain clear case histories and follow-up.
Technical Support Specialist
1 Year 9 Months- Provided support for terminals and POS systems while assisting in credit card processing. Created tickets and resolved issues efficiently. Also cross-trained in POS support. Experienced with global systems and Fiserv.
- Resolved merchant payment-processing issues across POS, gateway, and terminal environments.
- Diagnosed transaction declines, settlement errors, and connectivity failures using ticketing systems.
- Escalated complex technical cases to internal teams with clear troubleshooting notes.
Education
High School Diploma
Skills
Technical Support
Troubleshooting
Remote support
Incident resolution
Remote implementation
Data
Problem Solving
Project Management
Employee Training
Team Leadership
Time Management
Teamwork
Customer Communication
Continuous Improvement
Incident resolution
Certification
- Network+ and Security+ Comptia
Software
- Epicor Eclipse
- Vast POS
Timeline
Technical Support Specialist
Sonepar USA
06.2024 - CurrentRead More
Deployment Team Lead
Simpay
12.2021 - 08.2023Read More
Pos support representative
MAM Software
04.2021 - 12.2021Read More
Technical Support Specialist
Simpay
07.2019 - 04.2021Read More
Northeast High School
High School Diploma
Read More