Summary
Overview
Work History
Education
Academic Qualifications
Capabilities And Strengths
Personal Information
References
Timeline
Generic

Marco Thomson

Technical Support Analyst
Cape Town

Summary

I am a technical support professional with proven track record in solving complex technical issues and enhancing user experience. Known for strong team collaboration and adaptability to dynamic environments, consistently delivering reliable support and effective solutions. Expertise includes software troubleshooting, network configuration, and user training, alongside commitment to achieving tangible results.

Overview

25
25
years of professional experience
1
1
Language

Work History

Technical Support Analyst

ACI
06.2023 - Current


  • Resolved complex issues on the ACI payment platform, including integrations with acquirers, issuers, and third-party services.
  • Led incident management for live production issues, coordinating bridge calls and cross-functional teams to ensure timely resolution and minimal business impact.
  • Owned the end-to-end issue lifecycle for Tier-1 clients, ensuring SLA compliance and maintaining high levels of customer satisfaction.
  • Analyzed transaction flows to identify root causes of payment failures, clearing discrepancies, and settlement mismatches.
  • Collaborated with major acquirers (e.g., Fiserv, Worldpay, PayPal) and card networks (Visa, MasterCard, Amex) to resolve escalations and maintain service quality.
  • Supported clients using Payment Orchestration Platforms and RESTful APIs; utilized Postman for API testing and validation.
  • Applied expertise in 3D Secure 2.0, tokenized payments, and multiple integration models (front-end, mobile, server-to-server, back-office).
  • Worked with ISO 8583, JSON, and XML formats for transaction processing and system integration.
  • Ensured compliance with PCI-DSS and PA-DSS standards; implemented tokenization for secure data handling.
  • Monitored real-time payment events and conducted in-depth analysis using tools such as Grafana, Postman, PuTTY, and WinSCP.
  • Documented findings, root cause analyses, and resolution steps in Confluence; tracked issue progress using Jira.
  • Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
  • Collaborated with cross-functional teams to develop solutions for recurring technical problems.
  • Participated in regular team meetings to discuss ongoing cases, share progress updates, and identify opportunities for collaboration.
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Improved customer satisfaction by providing timely and accurate technical support to endusers.
  • Supported continuous improvement initiatives by identifying opportunities for process optimization within the support team environment.
  • Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
  • Acted as a liaison between clients and development teams, providing valuable user feedback for future product enhancements.
  • Assisted in product testing efforts prior to release, helping identify potential bugs or user experience improvements needed.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Developed strong relationships with customers through consistent follow-up on open tickets and proactive communication around known issues or outages.

IT Services Technician

Astral Foods Ltd
01.2019 - 05.2023
  • Installing, configuring and supporting the organisation's local area network (LAN), wide area network (WAN), and Internet system, and maintains network hardware and software.
  • End-User Support (Level 1 Support capable).
  • Monitoring daily data backups (CCTV and Client machines).
  • Designing, configuring and testing computer hardware, networking software and operating system software.
  • Dell PCs. Switches and Servers.
  • Responds to internal and external calls for systems support.
  • Shadowing System Administrator.
  • Set-up, upgrading and maintenance of the Astral PC's, printers & software systems.
  • Running monthly UPS checks.
  • Reports system errors to developers for resolution.
  • Resolves and closes daily support calls received.
  • Maintain and support Microsoft Active Directory network.
  • Assist clients with systems queries.
  • Remote branch support using Anydesk or Teamviewer.
  • Asset Tracking.
  • Issuing new staff clock cards.
  • Running quarterly DR tests.
  • Working standby every 2nd week.
  • Updates Software: Antivirus (McAfee environment), Windows (WSUS or Patch Manager), in-house developed softwares - run automatic and manual updates.
  • Encryption: Bitlocker, Veracrypt and Mcafee.
  • Monthly IT Reporting.
  • Setup of new users and IT equipment.
  • Replacement of faulty hardware.
  • LAN and WAN support.
  • Printer support.
  • VoIP support.
  • Mobile devices support.
  • Hardware and Software support.
  • Remote support for sister companies.
  • CCTV support.
  • Asset Tracking.
  • Continuous Improvement Programme.
  • Applications: Windows: XP, 7, 8, 8.1, 10, 11; Windows Server editions: 2008, 2012, 2012 R2, 2016; MS Office: 2007, 2010, 2013, 2016, 2019; Conferencing: Skype, Zoom, Teams; Accounts: Syspro, InforLN; Antivirus: McAfee (Console managed); Remote Control: Anydesk, Teamviewer; Printing: HP, Zebra, Marel (label printers) Konika Minolta and Kyocera; Other: In-house developed applications; Mobile devices: Setup, Install and configurations on Zebra, Intermec, Honeywell and Marel.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.
  • Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
  • Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Increased customer satisfaction with prompt and knowledgeable support for various technical issues.

IT Service Desk Analyst

ComputaCenter
01.2017 - 01.2019
  • Understanding the client business environment and potential impacts and severities IT related incidents may have to both user and business.
  • Logging of all ticket information.
  • Ensuring familiarity with client business imperatives, technologies and support processes.
  • Acknowledgement of all tickets logged and/or assigned to necessary support groups or associated vendors, within timescales identified within the Service Level Agreement.
  • Quickly identify, diagnose and troubleshoot.
  • Identifying solutions, through either verbal, front line or Client authorized First Time Fixes.
  • Identifying and assigning to the correct resolver groups.
  • Providing 'proactive' communication as well as ownership when performance or capacity-related monitoring tools alert to a threshold has breached.
  • Providing Remote Desktop / first line Support to other clients out of normal UK Business hours where this falls into the current shift rotation.
  • Incident Management, Mailbox management, Management and maintenance of the mailboxes, Tagging emails, advising users of references numbers.
  • To receive and log customer call details onto the call management system.
  • To escalate incidents where progress is not satisfactory / where SLA will not be achieved.
  • Understand and operate the escalations procedures.
  • Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion.
  • Monitor outstanding call queues, ensuring that all incidents are fully updated.
  • Update customers on incident progression.
  • Managed incident escalation processes effectively, ensuring timely resolutions while minimizing disruption to users'' workflows.
  • Enhanced IT service desk performance by implementing best practices, monitoring metrics, and identifying areas for improvement.
  • Improved customer satisfaction by efficiently resolving IT service desk tickets and providing clear communication to endusers.

Customer Support Executive

MasterCard Payment Gateway Services
01.2012 - 01.2017
  • On-boarding and supporting UK and international merchants that use MasterCard for payment processing, Fraud and Risk solutions.
  • Understanding MasterCard products and services.
  • Configure merchants for Card Present, Moto, Ecommerce and BACS transactions.
  • Determine which Fraud and Risk services are required and ensured that the required services are configured.
  • Liaise with Acquiring Banks, Support Desk, Sales Persons, internal departments and merchants.
  • Issue activation details on completion of configurations.
  • Interpret transactional XML's to understand the process flow of transactions in the event of any processing issues.
  • Maintaining all new and existing MasterCard Merchants on our Staging and Live environment.
  • Providing support to all customers utilizing any of the MasterCard Gateways and systems.
  • Support all Gateways across different applications the MasterCard Payment Gateway Services, Airline Gateway, Alternative Payment Gateway and MasterCard Fraud Services, MasterCard Internet Gateway.
  • PayPal Integrations and testing.
  • Magento Integrations and testing.
  • Setting-up customer accounts UAT/Accreditation/Production.
  • Ensure that FAQ's, which require updating, Card Info files, are done.
  • Ensure that all notifications sent across all the gateways are also updated on Reporting.
  • Escalated Incidents out of 1st line scope to be followed up with 2nd line and merchants updated accordingly.
  • Ensure all 2nd line enhancement to processes are adhered too once implemented.
  • Ensure that the TWiki is updated with all changes regarding Technical issues.
  • Ensure that all Tech Support Team members are informed of all new discoveries and technologies to ensure knowledge transfer that could assist in development of efficiency for both your team members and the department as a whole.
  • Perform testing to replicate and resolve queries of Merchants.
  • Join Conference calls to assist merchants with their integrations and network related issues.
  • Uploading of HTML coding on Internal Platform.
  • Test Live transactions to make sure the flow of the transactions are working as expected.
  • Reason for leaving - Retrenched

Technician

Forrest Integrated Solutions
01.2008 - 01.2012
  • Deliver desktop support services to PetroSA by call managed remedy solutions, working according to SLA's.
  • Installing of network points for users.
  • Installing of server cabinets with switches and terminating the cabling on the patch panels.
  • Fault finding of faulty network points.
  • Deliver fault tolerance solutions to decrease number of problems facing environment, remotely assist users for time management.
  • Assisting IT support with communication failures with network availability.
  • Repairing and maintenance of printers for Tasima.
  • Maintaining a high level of customer service.
  • Ensuring customer satisfaction.
  • Maintaining a high level of accuracy and professionalism.
  • Accurate data collation.
  • Attention to detail pertaining to client information.
  • Reason for leaving - Looked to further my career.

Customer Services Professional and Assisting Technical Support

International Colleges Group
01.2004 - 01.2008
  • Maintaining a high level of customer service.
  • Assisting students with account enquiries, such as outstanding balances and payment details.
  • Ensuring that students have received the required data for courses.
  • Maintaining client confidentiality.
  • Telephonically assisting students with the installation of computer programmes.

Communications Technician

Nashua
01.2001 - 01.2004
  • Installation and maintenance of photo copiers, facsimile and printers for various clientele.
  • Maintaining a high level of professionalism.
  • Attention to detail.
  • Ensuring customer satisfaction.

Education

Matriculated -

Harold Cressy High School
Cape Town, South Africa
01.1997

Academic Qualifications

Business Management Certificate, 1993-1997, Harold Cressy High School

Capabilities And Strengths

  • I am able to work and co-operate with people on all levels.
  • I have a high degree of honesty and loyalty.
  • I am always eager to take on new challenges.
  • I consider myself to be very friendly and approachable thus enabling me the ability to exercise good people skills.
  • I have a deep sense of ambition, which helps me to achieve my goals.
  • I have extremely good organisational and planning skills.
  • I am able to communicate with various classes of businesses in various forms, such as written and verbal.
  • I am self-motivated.

Personal Information

  • Date of Birth: 13 April 1979
  • Nationality: South African

References

  • Mr. Shahiem Ramos, Computacenter, 079 258 5368
  • Mrs. Lesley Davids, MasterCard, 078 778 3362
  • Mr. Lance Wilson, PetroSA, 021 929 3386
  • Mr. Patrick Nel, International Colleges Group, 076 582 7257
  • Mr. Terence Keur, Nashua, 083 627 8004
  • Mr. Success Baloyi, Astral Foods Ltd, 078 302 2517

Timeline

Technical Support Analyst

ACI
06.2023 - Current

IT Services Technician

Astral Foods Ltd
01.2019 - 05.2023

IT Service Desk Analyst

ComputaCenter
01.2017 - 01.2019

Customer Support Executive

MasterCard Payment Gateway Services
01.2012 - 01.2017

Technician

Forrest Integrated Solutions
01.2008 - 01.2012

Customer Services Professional and Assisting Technical Support

International Colleges Group
01.2004 - 01.2008

Communications Technician

Nashua
01.2001 - 01.2004

Matriculated -

Harold Cressy High School

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Marco ThomsonTechnical Support Analyst