Customer Service Project

ROY MARTIN

**** ***** ****** ***** • Tempe, Arizona 85281

404-***-**** • ***************@*****.***

APPLICATION ARCHITECT

Accomplished Application Architect with more than 20 years of experience planning, analyzing, designing, developing, testing, implementing, and performance tuning credit card and core banking mainframe applications utilizing COBOL and CICS. Excellent communication skills with demonstrated success managing complex annual releases, project timelines, and budgets for international clients and privately owned companies. Proven project management skills, combining in-depth technical knowledge with hands-on programming skills to ensure the engineered environment meets all application design and infrastructure requirements and is aligned to business and IT strategies.

Core Competencies

• System Architecture & Design • Functional & Technical Specifications • Coding Estimates

• Software & Systems Development • Service Oriented Architecture • POS/ATM/HSM System Interfaces • Credit Card System Benchmarks • Troubleshooting • Conversions • Project Management • System Operations • Technical & Environment Support • Offshore Work Management

PROFESSIONAL EXPERIENCE

MACY’S SYSTEMS AND TECHNOLOGY, Lorain, Ohio • 2011

Senior Programmer Analyst / Technical Team Lead

Technical Team Leader charged with designing, developing, testing, implementing and supporting a major release to Macy’s internal technical systems, implementing client server applications services, POS authorizations for proprietary and co-brand Visa and American Express cards, credit bureau pulls and scoring, and new account modifications. Acted as liaison between Macy’s and the off-shore team, coordinating deliverables from development group. Provided first level of support for post installation issues and tracked project plan and milestone achievements toward the final goal.

Highlights & Achievements:

• Credited with returning a product with the fewest production issues reported in the post installation period, despite lack of documentation for Macy’s legacy system.

• Provided intense hands-on technical support for off-shore team, auditing programs written by development staff, and ensuring final product met client needs, was technically sound, and complied with all corporate and regulatory standards.

FIRST DATA CORPORATION, Maitland, Florida • 2003 – 2011

Senior Application Architect

Led off-shore team and provided hands-on support for the development of credit card applications for large Tier 1 banks using multiple data centers. Maintained custom code deltas and SIT code promotions, and coordinated the installation of UAT/production fixes. Managed regulatory changes, retrofitted custom code, and acted as key representative between First Data and clients, successfully resolving conflicts. Provided coding estimates and developed technical specifications and test plans.

Highlights & Achievements:

• Specifically chosen to represent company during a 16-month overseas assignment to coordinate the efforts of an offshore technical team supporting credit card and banking applications, including billing, statements, new accounts, authorizations, transaction management, and customer service.

• Played key role in design and project meetings, working with designers and business leaders to ensure the highest quality product was developed for the lowest possible cost.

• Implemented and standardized many SDLC tools, documents and practices, significantly improving quality while reducing overall costs, earning multiple internal awards for employee excellence.

ROY MARTIN • Page 2 • ***************@*****.***

MARTIN CHAUFFE TECHNOLOGY, Orlando, Florida • 1992 – 2003

Co-Owner / Senior Software Consultant

Managed the daily operations of an up-and-coming subcontracting firm, overseeing accounts payable/accounts receivables, hiring and training of employees, and customer service relationships. Travelled to client sites around the world, including Singapore, Canada, Mexico, Brazil, and Europe to develop and implement innovative software applications, gathering requirements from clients, building specifications, coding and testing the new systems, and deploying them on-site.

Highlights & Achievements:

• Consistently delivered projects to clients 30% below estimates, building a reputation for technical excellence that led to numerous word of mouth referrals to new clientele.

• Developed and implemented mainframe interfaces to 3rd party software including Base24/TRIAD/Falcon and external applications DDA, EMV, IVR, and credit bureau systems.

• Developed in-depth industry knowledge working with Credit/Debit/Prepaid cards and topics including EFT authorizations, ISO Messaging, Clearing and Settlement, and Dispute processing.

• Worked directly with clients such as Citibank Singapore, Abbey National Bank UK, Banco Bradesco in Brazil and Liverpool Stores in Mexico to craft custom software designed to ensure compliance with targeted objectives, regulatory standards, and corporate goals.

• Built strong relationship with First Data Corporation (formerly known as PaySys International), becoming the go-to subcontractor for key First Data clientele and earning an invitation to join First Data as an Application Architect.

PAYSYS INTERNATIONAL (Now Known As FIRST DATA CORPORATION), Maitland, Florida

Programmer Analyst

Created and installed new code used for upgrading and configuring existing software for new product releases. Participated in benchmarking system performance, analyzing files and developing code capable of improving speed and performance. Provided technical support and troubleshooting to customers and staff both via phone and in person at client worksites.

Highlights & Achievements:

• Developed custom and base code for clients around the world, incorporating value added tax, moratorium and liquidation interest, currency conversion, multicurrency, and other applications necessary to support bank card usage in a global economy.

• Developed and implemented multiple mainframe communication programs to support various protocols including TCP/IP, SNA LU6.2, SNA LU2, BSC, Channel, and Coax.

EDUCATION

Bachelor of Science in Computer Information Systems

Bachelor of Science in Aviation Technology

University of Central Missouri • Warrensburg, Missouri

TECHNICAL EXPERTISE

IBM Mainframe MVS, IBM AS400, Unix Sun

COBOL, CICS, JCL, SQL, REXX, CL, UniKix

VSAM, Datacom, DB2

TSO/ISPF, Endevor, ABEND-AID, File-Aid, File Master, Intertest, Expeditor, FTP, IBM Utilities,

CA-7, Control-M, RDO, TMON, Sysview, Quality Center, MS Project/Office

Visa/MasterCard/Amex Regulatory Compliance

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