Manager Customer Service
Resume:
Thomas D. McCarthy
O’Fallon, MO 63368
Professional Summary
●Over 17 years of consulting experience for financial institutions, financial service bureaus and government financial agencies.
●Over 37 years of experience in programming, strategic planning, bank conversions, design, analysis, item/check processing, operations, vendor management, and management in a diverse environment of state and federal government, higher education, and financial services utilizing IBM, DEC, and UNISYS mainframes.
●Managed large teams in bank conversion efforts moving banks from one banking system to another in a complex and multi-disciplinary environment. Tracked status of projects, and gathered documentation, identified and mitigated risk, coordinated and participated in meetings with stakeholders and functional managers. Managed resources, communications, document versioning and tracking, worked with stakeholders in various departments, and coordinated efforts with oversight management.
●Over 20 years network experience utilizing Novell and Ethernet, DOS, Windows, Windows XX, Windows NT, Windows XL, Windows Vista, Microsoft Office, SQL, VISIO, Word, Excel, Access, Word Perfect, and Lotus 123.
●Over 20 years Data Communications experience utilizing mainframe front end processors, host LAN connection, switched and leased analog communication, switched and leased digital communication, and high speed frame relay communication.
●Over 37 years of experience programming, managing, and utilizing structured top down COBOL in a variety of applications, from warehousing and state income tax through all banking applications.
●Over 25 years of progressive technical and/or managerial experience in information resources management, including senior corporate management through all aspects of large data centers, from programming manager to CIO/Sr. EVP, and General Manager.
Professional Experience
Western Alliance Bank, Phoenix, AZ – Mainframe IT Consultant
March 2015 – April 2017 (Contract)
Hired as Mainframe COBOL maintenance programmer. Worked overnight monitoring Service Level Agreements and overnight production on both the Mainframe and network servers. Insured that all overnight processing met SLA's for time and content. Was on call 24x7 for any problems with the Mainframe or ancillary systems, and was responsible for the problem until it was corrected to the satisfaction of the client. Also responsible for vendor management and the maintenance and documentation if any changes to programs were required. I monitored and reported on Help Desk tickets assigned to the IT team, and made sure our tickets were being worked on and completed in as short a time as possible, and that tickets assigned to our team stayed off the aged and delinquent lists. I also worked in an operations and customer support role supporting mainframe operations, and ensuring that any questions or issues that came up from our clients were dealt with professionally and expediently. I worked as IT liaison to the national and international wires department, and the accounting department, helping them with any questions, vendor management problems, or issues that might arise.
Fiserv Federal Contract, IT Manager
Employed by PWC, Contracted to Fiserv
2010 – 2014
Served in a project management role for FDIC bank closures. Led many complex projects involving failed banks serving as the IT Manager, in charge of the FDIC IT team. Responsible for taking over all IT and Data Processing functions of the failed institution. Ensured that all transactions for the day were included in the closing night’s update, all transactions balanced, all wire transfer capabilities disabled, all ATM, online banking and telebanking activities suspended until after the update, all files and reports requested by the FDIC were received, and the FDIC balancing had begun.
Responsible for the setup of the FDIC’s wireless system and ensuring that all FDIC personnel on hand were connected properly. All questions or concerns from the FDIC Closing Team concerning Data Processing or IT were owned by the IT Manager and his team. The bank Data Processing and IT were then transitioned to the acquiring bank.
US Bank, Team Lead – Testing/QA, Business Analyst.
2008 – 2010 (Contract)
Responsible for an Enterprise Test Management team responsible for estimating timelines for the project plan, gathering and reviewing requirements and high-level design testing strategy, and planning. Developed test plans, cases, and scripts using business requirements and user manuals, and test plans for work flows, to test all aspects of the project. Assisted Development in maintaining and creating documents, and monitored quality of developer deliverables, and ensured quality control was adequate. Refined requirements and prepared documentation for stakeholders and developers. Coordinated and monitored function and user testing on all application changes and deliverables. Assisted Project Manager with status reporting and risk identification. Test cases were developed using Quality Center, and Clear Quest was utilized for defect tracking and reporting. Managed 7 test analysts.
Branch21 – Davenport, IA (Financial Service Provider – ITI/Fiserv), CIO, Sr. EVP, General Manager
2006 – 2008
In charge of all technical aspects of a nationwide financial service bureau processing more than 20 community banks. Coordinated efforts of all data processing, including mainframe, network, vendor management, and client support. This included processing control, product delivery, change and problem management, mainframe engineering, client-server based applications, image capture, internet delivery and access, web hosting and development, data warehousing, COLD storage and retrieval, bank conversions, and client server installation and training. Served as member of the senior management strategic planning committee and the technology committee, and reported quarterly to the Board of Directors. Implemented and chaired weekly management meetings. Managed 6 direct reports and 22 indirect reports.
Texas State Bank – McAllen, TX (Financial Service Provider – ITI/Fiserv), VP Electronic Banking Support
2003 – 2006
Responsible for all electronic banking support including ATM, electronic banking, and funds transfer for a large statewide financial service bureau processing more than 20 community banks. Coordinated efforts of all electronic banking data processing, from mainframe to client-server and desktop. Served as Project Manager for migration of over 400 ATMs from mainframe to a client-server based platform and upgrading them to ANSI standard triple DES key encryption.
The Horizon Group – St. Louis, MO, Director of Value Added Services
2002 – 2003 (Contract)
Responsible for client services, quality control, 24x7 help desk, training, reporting, terminal software installation, vendor management, and return services in a large point-of-sale terminal repair, refurbish, warehouse, deploy, program facility. Served over 50,000 merchants in the United States.
Data Consulting Resources LLC – O’Fallon, MO, Director/Consultant
2001 – 2002
Financial data processing consulting and project management. Involved in all aspects of financial data processing, from mainframe to client-server and desktop, project management, vendor management, change and problem management, hardware and software research and implementation, internet delivery and access, web hosting and development, LAN, WAN, Email, Microsoft Access, strategic planning, bank conversions, data communications, help desk, customer service and support, bookkeeping, item/check processing, lockbox processing and all other back room banking functions.
WMI Advisors – Cincinnati, Ohio – Consultant, Senior Project Manager
Citibank NCP – Englewood Cliffs, New Jersey – Contract Programmer Analyst
GFS Technologies/Aurum Technology Inc. – St. Charles, MO (Financial Service Provider – ITI/Fiserv), Senior Vice President
2000 – 2001
Responsible for all technical aspects of a large nationwide financial service bureau processing more than 30 community banks. Coordinated efforts of all data processing, from mainframe to client-server and desktop. This included processing control, product delivery, bank conversions, change and problem management, mainframe engineering, client-server based applications, image capture, internet delivery and access, web hosting and development, data warehousing, COLD storage and retrieval, and client server installation and training. Responsible for all check processing for over 50 banks at five capture centers in a five state region. Member of Senior Management Strategic Planning Committee. Implemented and chaired internal Product Steering Committee and product integration group. Formed Product Advisory Council consisting of senior managers of a diverse cross section of processed banks. Managed 8 direct reports and 37 indirect reports in two different cities.
Data Consulting Resources LLC – Salem, OR, Director/Consultant
1997 – 2000
Financial data processing consulting, involved in all aspects of financial data processing, from the mainframe to client-server and desktop, project management, change and problem management, hardware and software research and implementation, internet delivery and access, web hosting and development, LAN, WAN, Email, Microsoft Access, strategic planning, bank conversions, data communications, help desk, customer service and support, bookkeeping, item/check processing, lockbox processing and all other backroom banking functions.
Fritz Company – San Francisco, CA – Senior Analyst
FiServ – Milwaukee, WI – Conversion Project Lead - ITI
USBank – Portland, OR – Technical Business Analyst
West Coast Bancorp – Salem, OR (ITI/Fiserv), Sr. VP/Chief Information Officer
1996 – 1997 (One Year Contract)
Responsible for corporate-wide data processing, from mainframe to client-server/desktop, change and problem management, bank conversions, internet delivery and access, and web hosting and development. Coordinated and managed implementation of hardware and software additions and upgrades. Responsible for all check processing for the corporation at three capture sites. Served on corporate strategic planning team and was involved in all affiliate planning sessions and goal setting meetings. Responsible for analysis and implementation of corporate data processing strategic plan and ongoing dynamic modifications to keep pace with emerging technology. Presented verbal and written reports to corporate and individual bank Boards of Directors and reported on technology at the corporate annual meeting. Member of Oregon Bankers Association Technology Committee.
Pinnacle Data Services – Gretna, NE (Financial Service Provider – ITI/Fiserv), AVP, Production Manager
1994 – 1996 (Contract)
Responsible for all operational aspects of new 35 bank service bureau, extending through the states of Nebraska, Wyoming, Kansas, Iowa, and Colorado. Converted all 35 banks from a diverse group of processors to one processor running ITI software. Responsible for vendor management, building renovation, hardware purchase, delivery, setup, testing, software installation and testing, data communications hardware and software installation and testing, programming, client server, and mainframe, LAN, WAN integration. In charge of all check processing including encoding, capture, balancing, and cash letter creation and distribution involving three processing sites, and several remote capture sites.
Fiserv – Tampa, FL (Financial Service Provider), ITI Operations Manager
1993 – 1994 (Contract)
In charge of all bank conversions, processing, upgrades and work flows. Utilized entire operations staff to complete all daily and batch processing through the 24 hour, 7 day period. Primary coordinator between ITI clients and data processing for all special reporting, auditing, month/quarter end, item processing/proof interface, application development, new module implementation, and all other special requests.
IPC Services Inc. - Denver, CO (Financial Service Provider – ITI), VP
1992 – 1993 (Contract)
In charge of all data processing, application development, bank conversions, communications, including both bank and item processing utilizing both Unisys computers staffed 24 hours/day. In charge of all check processing including encoding, capture, balancing, and cash letter creation and distribution involving two processing sites, and several remote capture sites. Responsible for management including hardware acquisition, maintenance, and budgeting, and staffing of the computer center.
American National Bank – Cheyenne, WY (Financial Service Provider – ITI), Assistant Data Processing Manager/Operations Officer
1991 – 1992 (Contract)
In charge of computer operations, application development, bank conversions, and data communications involving processing for 15 banks in three states. Led all check processing including encoding, capture, balancing, cash letter creation and distribution involving two processing sites and several remote capture sites. Responsible for implementation of new software and system software upgrades, and training the operations staff on the new software.
BMS Computer Corp. – Helena, MT (Financial Service Provider – ITI), Data Processing Manager/VP
1985 – 1991
Converted 16 banks from an NCR system to a Unisys processor running ITI software. Served as supervisor of all phases of data processing from on-line applications to item capture and update. In charge of all check processing including encoding, capture, balancing, and cash letter creation and distribution involving the main processing site and several remote capture sites. This also included all programming and analysis and all micro-fiche production and duplication. Responsible for hardware, software and supplies budget for the Data Processing department. Established and maintained contingency back-up and disaster recovery program.
First Interstate Bank of Billings – Billings, MT (Financial Service Provider – ITI), Systems and Communications Manager/Operations Officer
1978 – 1985
Maintained a network of over 350 terminals, printers and PCs. Established and implemented emergency back-up and recovery operations utilizing a remote back-up site and an on-line dial-up/switched back-up network. Prior to Data Communications, served in a supervisory management position responsible for Application Development and Customer Service.
Education:
University of Montana, Missoula, MT
Studied Communications
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