Customer Service Management

RANDALL D. HARDY

** ******** ****, **********-**** Hills, NJ 07054

973-***-**** (residential) • 201-***-**** (mobile) • *************@***.***

Vice President Technology Services

Progressive years of IT Management and Payments industry experience planning, directing and

implementing critical projects focused on automation and customer service while reducing costs. Results-

driven leader and expert in the design and delivery of cost effective EFT and Network payment

processing solutions. Expertise in developing and executing strategic policies, procedures, processes,

and methodologies to optimize performance. Cost-effectively administer technical resources. Proficiently

steer projects from concept through delivery. Proven value and dedication as a team member, as

demonstrated by longevity and progression throughout career.

Vision & Strategic/Operational Planning Software Development

Cross Functional Team Leadership Acquisitions/Assimilation, Divestitures & Mergers

Project Management/Product Development Re-engineering Operations & Process Improvement

Change & Problem/Crisis Management IT Organization/Management Reengineering

Application Support/Information Security Turnaround Management

Cost Reduction/Containment & Profit Optimization Forecasting & Budgeting (Operating & Capital)

Self Motivated/Entrepreneur Technology Business Linkage/Liaison

PROFESSIONAL EXPERIENCE

NYCE Payments Network, (division of Fidelity National Information Svc.), Secaucus, NJ 1995-Present

VP, Technology Services

(24x7 Operations and NOC, Change/Problem/Crisis Management, HW/SW/Vendor, 1st, 2nd 3rd level Support, Application Development, Info Security,

Project Management, Tandem, IBM, Open Systems, Telecommunications,, SDLC, ITIL, Six Sigma, Product Roadmap)

Management responsibility for up to 50 staff members for the Application Development, Application Support,

Desktop/Server Support, Systems Programming, Production Control, Change & Problem Management, and

Telecommunications, 24x7 Data Center Operations (Secaucus, NJ/Amherst, NY/Milwaukee,WI).

Full ownership of Systems Development Life Cycle and Change/Incident Management.

Recruited a team for application and hardware support that rapidly developed an operating synergy, improved

customer service, revamped an outdated business model, eliminated manual tasks, improving operating

performance, and reducing annual expenses by a minimum of 3% year over year, and 8.7% ($876,669) in 2009.

Launched a re-engineering initiative of existing operations and assisted the senior management team in achieving

an operating margin of 60%.

Improved overall productivity by 10% in the first year and 7% in the second year with a unique governance model

that resulted in continuous personnel improvement, a focused discipline, and culture of cost avoidance,

profitability, and self-motivation.

Strategically plan and administer multi-million dollar P&L plan to control costs, boost revenue and optimize

bottom-line profits. Reduced 12.5 million dollar annual expenses to 9 million within 24 months.

E-funds Connex, ACI Base 24, P2P, Bill Payment, ATM, POS, Credit Card, Debit Card, Pre-Paid, Mobile Banking,

ACH, MasterCard, Visa, Pulse, Interlink, Interac expertise. Expert in U.S. and Canadian payments processing.

Knowledge of UK payments (Link) and Healthcare Payments. Adherence to all debit and credit card network rules

and regulations. Sarbanes-Oxley (SOX), PCI, Gramm Leach Biley (GLBA), FFIEC, CISSP, NPI.

Go-to person for all high-level technology and product related issues. Final escalation point for production issues.

Co-Creator & Architect of NYCE SafeDebit Internet payments for Virtual Card transactions to boost long-term

revenue, support expansion goals and provide secure internet payments for banks and merchants.

http://www.businesswire.com/portal/site/google/?

ndmViewId=news_view&newsId=200***********&newsLang=en

Spearhead telecommunications monitoring, technology architecture and integration and IT organization

management, with strong focus on optimizing productivity, efficiency and performance.

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RANDALL D. HARDY PAGE 2 OF 2

PROFESSIONAL EXPERIENCE CONTINUED…

Director, Distributed Systems, Business Systems, Settlement Development, Systems Analysis

(2004-2007) - (.Net, Oracle, MSSQL, VB, Visual C, Unix, Linux, HW/SW, Inventory, patch management, audit/compliance,

encryption, PCI, SOX, NPI, Wintel, Web Services, FTP, VMware, Change/Problem Management) – Hands on experience

Strategically implemented cost-effective monitoring solutions, directly resulting in 3% ($274,286) realized cost

savings year over year and 5% reduction in FTE expenses.

Responsible for all 24 x 7 Operations Crisis Management.

Designed RSS Feed for executive level near real-time client/system performance monitoring.

Optimized critical security and integrity of operations by strategically designing and executing proactive disaster

recovery and business continuity plans, procedures, enhancements, and audits.

Implemented server virtualization resulting in 20% ROI after 3 years.

Served as council member GLG (GersonLehman Group). Payments industry consultant.

As a result of International Expansion, implemented Monitise Americas payments portal for mobile phone balance

inquiries, payments and top-up in 2006.

http://findarticles.com/p/articles/mi_m0EIN/is_2007_March_27/ai_n18767818/

Developed high level strategy for International expansion in early 2005. http://beta.vrl-financial-

news.com/cards__payments/cards_international/issues/ci_2008/ci394/metavante_gains_strength_in_eu.aspx?

page=3213.

Served as Technical and Lead Settlement Architect for new Canadian debit switch (Everlink - Calgary, AB) in

2004 with new state of the art-settlement system (BHMI –Baldwin Hacketts & Meeks Inc).

http://atmmarketplace.com/article.php?id=4025&na=1

College recruiting (Notre Dame University) Indiana.

MANAGER, SETTLEMENT DEVELOPMENT 2002-2004

Technology management supporting IBM, Distributed, and Tandem Off-line Settlement Reporting and ACH

solutions. (Settlement, reconciliation, billing, reporting, exceptions/adjustments).

Mergers/Acquisitions - Magic Line network Dearborn, MI. USPI payments processor Milwaukee, WI.

http://findarticles.com/p/articles/mi_m0CGN/is_1998_Dec_23/ai_53467077/ http://www.highbeam.com/doc/1G1-

80783551.html

Team Leader, IBM Development 2000-2002

Technology management supporting IBM Settlement Reporting and ACH solutions.

Distributed Systems - Programmer Analyst 1999-2000

Applications development for Linux, Windows, SQL, Visual C, Visual Basic.

IBM Applications Programmer/Analyst 1997-1999

Applications development for IBM Mainframe, Cobol, CICS, DB2, JCL, Syncsort.

Tandem Applications Programmer/Analyst 1996-1997

Applications development for Tandem On-Line transaction processing using TAL, C, SQL, Pathway, TACL.

QA Analyst 1995-1996

Testing and verification of ATM and debit card products.

Additional Experience

Electronic Data Systems/CNS, Morris Plains, NJ 1991-1995

Implementations Specialist/Database Analyst /Customer Service

Client implementations for ATM, POS, Off-Line debit processing, and merchant acquiring.

Network Implementations Analyst

Client implementations for national/international ATM/POS/Credit Card networks.

Mailroom Clerk

Promoted in less than one year due to 60k in annual cost savings ideas.

EDUCATION

Bellevue University, Bellevue, NE Current - 3.6 GPA (Sophomore)

The CHUBB Institute of Technology, Parsippany, NJ 1995 (Diploma)

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