Senior System Analyst

SUMMARY:

Senior Systems Analyst with a diverse background in projects comprised of software testing, development, design, and message specification analysis with more than 10 years combined experience in technical service management, project management, marketing, sales and business systems analysis. Committed to quality and excellence using Certified Six Sigma Green Belt methodology to always improve organizational effectiveness by implementing business processes that reduce expense, increase performance and enhance tactical flexibility to provide a competitive advantage for the organization.

Skilled in identifying compliance mandates and processes in the payment card industry with deep knowledge of payment processing industry regulations, standards and technologies including EMV. Technically savvy with the ability to quickly assess and utilize the appropriate response to meet business requirement needs. Experienced in working with payment application developers on the integration and certification process of Point of Sale (POS) and Property Management System (PMS) terminals, software applications, middleware, and Gateways.

SPECIALTIES:

Payment Processing, Hardware and Software Terminals, Integration, QA and Certification Testing, API, Middleware, Product Development, Systems Analysis, Enterprise Architecture Design & Analysis, Host Processor Message Specification Analysis, Web Interface Architecture Design Review & Analysis, POS & PMS Application Systems, Industry-Specific Processing Requirements (Retail, Restaurant, Lodging, e-Commerce & Gift card), Infrastructure Optimization, Requirements Analysis, EIS 1080 & 1081, ISO 8583, Business Process Analysis, Software Process Improvement, Implementation and Production Planning.

WORK HISTORY:

Senior Systems Analyst – Merchant Link 2013 - Present

Creating and analyzing payment interface specifications and requirements for POS developers and merchants that want to process payments using Merchant Link.

Analyzing host message specifications for processors like TSYS, FDMS, ChasePaymentech, Global, WorldPay, and Elavon.

Working with business development team members and payment processors to determine design strategies for new & existing projects, compliance mandates, and process enhancements to systems and integrations.

Providing support for QA and UAT testing to ensure end solutions meet necessary requirements with occasional production support.

Escalation point for technical support issues that may require software development and/or network engineering to resolve using my experience and knowledge of customer and financial impact to recommend priority of necessary changes.

Certification/Integration Analyst - SecureNet Payment Systems, LLC 2009 - 2013

SME and level III systems analyst for domestic and international software support.

Support agent for POS developers coding to our API specifications.

Design sessions with Network Administrators to configure users and distribution groups in MS Exchange.

Configured relational databases for POS solutions and application profile management.

Responsible for resolving technical network server and database escalations reported by internal NOC system as well as internal support departments.

Managing Point of Sale (POS) terminal and middleware integration projects with Frontend and Gateway applications.

Preparing detailed certification requirements for users, departments, internal Information Services staff, application developers as well as external resources.

Researching scenarios for integration projects to design and create test scripts for each phase of project.

Perform software and hardware end to end, QA and Regression testing for purposes of certification.

Managing vendor relationships and maintain version control of all certified solutions.

Writing Root Cause Analysis (RCA) documentation for resolved outages for high level management and customers.

Train and monitor support & operations departments on newly integrated and certified solutions.

Write and update technical documentation for departmental standard operating procedures of newly integrated solutions at completion of each project.

FiOS Technical Support Representative - Verizon Communications, Inc. 2008 –2009

Diagnosed and resolved FiOS Digital boxes, DVRs and phone service issues using FocusNet and Service Xpress, determining if issues are signal related or due to faulty hardware.

Determined if internet connectivity issues were due to firewall settings versus actual Node outage.

Used remote desktop support applications to scan, diagnose, and clear spam, spyware, Trojans, viruses & worms on PCs using Windows 2000, XP, & Vista.

Configured LotusNotes email client & Sametime chat applications for team communication purposes.

Successfully completed training workshop on entire FiOS installation process from Node to ONT to modem/cable box to customer.

Resolved LAN/WAN, TCP/IP, firewall and provisioning issues for business clients.

Highly ranked in department for making significant achievements retaining customers and protecting company’s bottom line.

Maintained contact with the NOC department to keep ahead of all outages & issues affecting our customers.

Educated customers on proper steps for setting up modem to PC connectivity and how to properly reset the connection to receive correct IP address.

Provided POP3 escalations support for customers using mail server.

Notified development team of software issues and escalations by using ROC ticketing system.

A+ Certification training.

Network Operations Support Representative – Comcast Comm. Inc. 2006 –2008

Daily team management of field technician’s team during onsite installation and troubleshooting task jobs.

Met daily quota benchmarks for team performance and completion percentages.

Reconfigured cable boxes, modems, and added additional features to customer subscriptions using CableData provisioning software.

Provided technical support for faulty devices and IP provisioning issues via phone and email.

Tallied and escalated all issues using Remedy TTS ticketing system.

Pinged, monitored, and verified the MAC & IP address of cable modems using the VSM program.

Determined outages using Node monitoring and calculation software.

Reported outages to appropriate departments accurately dispatch maintenance technicians.

Worked closely with Tier 2.5 Helpdesk to effectively support any issues with the release of Comcast Digital Voice Service.

Provided assistance with installing McAfee Anti-Virus Program and recommended settings to increase PC protection.

Configured & provided support for WEP key installation and configuration.

Provided remote support for escalated troubleshooting issues.

Cross-referenced remote pings with meter readings from field technician to determine signal issues.

Technical Support Representative – Comcast Comm, Inc. 2005 –2006

Operated various remote diagnostic tools and handled interpretation of diagnostic results.

Exceeded AHT and service level quota requirements on a monthly basis.

Provided customer technical support for digital voice, high speed internet and digital cable, Windows XP, Vista Windows 7, Mac, home networking and wireless internet setup and support.

Managed customer accounts, adjustments and de-escalation of situations relating to irate customers.

Troubleshot Comcast cable boxes & DVRs by pinging cable boxes via COMTRAC.

Created and updated trouble tickets using TTS Remedy ticketing system.

Managed user passwords and rights of Comcast.net users using CADM program.

Pinged, monitored, and verified the MAC & IP address of cable modems using the VSM program.

Performed web browser configurations for most Internet browsers including Explorer, Firefox & Safari.

Provided support for LAN/WAN issues, TCP/IP settings, cable modems, routers and hubs.

Set-up and troubleshot laptop and PC computers, printers & other peripherals.

Troubleshot most Windows OS and programs including XP, Vista, Windows 7 and Microsoft Office Suite.

EDUCATION:

Bowie State University, Bowie, MD

Major: Mass Communications – BA of Science

CSSGB (Certified Six Sigma Green Belt) – 6SigmaStudy

REFERENCES:

Available upon request

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