Mohammadarsad Malek

Senior Value Added Service Technician @TouchBistro

Toronto, ON, CA

Serve as a senior technical escalation point supporting the deployment and stability of TouchBistro’s POS ecosystem and integrated SaaS platforms. Collaborate closely with product, engineering, and customer success teams to resolve complex technical challenges, strengthen integrations, and ensure smooth client implementations.Key contributions:• Delivered and supported 250+ POS and API integrations across multiple restaurant technology platforms, helping reduce go-live timelines by up to 30% and improving onboarding efficiency. • Act as a Tier 3 escalation specialist, diagnosing complex issues involving POS systems, payment processing, networking environments, and data connectivity while maintaining 99%+ system uptime. • Investigate incidents through log analysis and SQL troubleshooting to identify root causes and prevent recurring technical issues. • Designed and supported PCI-compliant payment configurations, reducing transaction processing errors by 25% across card-present and digital payment environments. • Partner with product and engineering teams to improve API documentation and integration reliability, helping reduce recurring system issues by 20%. • Contribute to internal training and knowledge sharing to strengthen technical support capabilities and improve service delivery across teams.