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Sr. Implementation Specialist & Sr. Business Analyst Resume Example

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SR. IMPLEMENTATION SPECIALIST & SR. BUSINESS ANALYST
Career Overview
A position utilizing my ability to analyze information, identify problems, strong analytical and problem solving skills, exercise independent judgment, organizational skills, and strong ability to prioritize work.
Core Strengths
Acquired Knowledge in; Intermediate MS Office Products, SharePoint, Clarify Support, Support Magic, Vericentre, TCC, Outside View, CMS, Service Desk, Service Manager, and Zontal. Able to Create, Edit, Format, and Print documents. Can manage Page Layout, Tables, Merge documents, and Insert Pictures. Hardware: IBM Compatible PC's, Laser and Color Jet Printers, Tandem, various credit card terminals.
Work Experience
Sr. Implementation Specialist & Sr. Business Analyst, 01/2010 to 01/2013 First Data Merchant Services － Marietta, GA
  • SME for Buypass Frontend; Multiple Backend Platform Conversions including but not limited to: First Data Backend; North, Omaha, South, and Proprietary Backend.
  • Non-First Data "Third Party Platforms;" TSYS, Heartland, Global Payments, Bank of America, FNBO, FNBA, NPC, etc.
  • SME for Bank FIID setup, AAE File creation process, Settlement File extract settings, New Client Implementation process, etc.
  • Assisted Sr.
  • Implementations & Sr.
  • Account Management with Bank Fiid creations and third Level escalations.
  • Escalation contact for various departments including but not limited to; settlement, finance, operations, transmissions, customer service, development, and AIS/BOS.
  • Created various training documentation for ALL backend platforms certified on Buypass Frontend for use by both Data Manager and Implementation/Account Managers.
  • Created document templates for various check lists devised to track upcoming projects, platform changes, Change Records, Implementation Dates, etc.
  • Implemented Team Project Board and modified for team efficiency.
  • Created several exceptions reporting to eliminate or catch merchant funding issue, OOB, and merchant profile setup issues prior to the merchant going live.
  • Reviewed all DM impacting Projects & Specifications.
  • Created checklist detailing project summary and all areas of Data Manager or implementation impact.
  • Scheduled project call for findings review, completed documentation for training, and updated SharePoint site with new documentation for easy access.
  • Received dozens of Bravo Points Applause awards which are awarded to recognize employees for going above and beyond and assisting beyond their day to day function.
  • Received 2 Applause awards from both my Manager and Co-worker for devising and implementing great ideas that make the Data Manager and Implementation team day-to-day more efficient.
QSR Account Specialist, 01/2005 to 01/2010 Concord EFS/First Data － Marietta, GA
  • Managed Buypass Frontend/Third Party backend accounts.
  • 1 of 2 account managers assigned to Manage and Build 3rd Party merchants accounts processing Fleet and Voyager on Buypass Frontend/Omaha backend.
  • This was a new initiative and I managed and implemented 50+ accounts during the initial phase (2 years minimum) Project Manager for newly signed merchants that were settling to their own proprietary backend: Worked with Development for Settlement and Authorization file coding.
  • Worked with Debit Compliance for Debit Network Membership verification and ICA/BIN setup for both Pinned and Pinless Debit acceptance.
  • Worked with Atlanta Application Support to setup file transmission, DSN, and transmission times.
  • Worked with Data Managers for Bank FIID Creation.
  • Handled all client issues including downgrades, billing, invoices QA, account setups, profile audits, etc.
  • Worked with Development to resolve ecommerce transaction settlement issues.
  • Update Key Account Profiles Participate in Bi-weekly client calls to ensure customer satisfaction.
  • Resolve discrepancies in a timely manner.
  • Collaborate with other departments to efficiently service my clients.
Customer Relations Coordinator, 01/2002 to 01/2005 Concord EFS/First Data － Marietta, GA
  • Managed Logistic orders.
  • Implemented procedures for Logistics used by the Atlanta office.
  • Trained 16 CSR how to process Maintenance orders via CMS and via email for Paymentech and Chicago orders.
  • Provide constant training and updates on Logistic and Projects.
  • Managed Alderwood project increasing productivity by 300%.
  • Increased outbound calls from 30 to average above 90 during the first 3 weeks.
  • Composed documents to improve workflow.
  • Provide Technical Support for POS equipment including Omni, Hypercom, Nurit, Thales and Verifone terminals and products.
  • Consult merchants on balance and profile inquiries and concerns.
  • Serve as Bilingual Escalation person.
  • Primary contact for Memphis and CPS deployment centers for resolving issues.
Tape Librarian, 01/2000 to 01/2001 Per-se Technologies － Lawrenceville, GA
  • Inputted tape detail using Microsoft Access Monitored and responded to requests via Clarify and Microsoft Outlook.
  • Reduced workload by 90% by implementing the Blue Dot Project.
  • Conducted monthly inventory of all back-up tapes.
  • Trained supervisor on work related software.
Customer Relations Coordinator, 01/1999 to 01/2000 Cablevision of Raritan Valley － Piscataway, NJ
  • Answered customers' Billing, Technical, and Service Inquiries.
  • Serviced Spanish-speaking customers.
  • Processed new service installations, prepared work orders, followed-up.
  • Empathized and problem solved.
  • Produced sales and fulfilled monthly goals, ranking top 10.
  • Received an award from HBO for Top Producer in customer service.
Educational Background
Information Technology Support Program: 5 1999 Computer Learning Center － South Plainfield, NJ
Diploma GPA: Magna Cum Laude GPA: 3.8 Magna Cum Laude GPA: 3.8
Languages
Languages Spanish written and oral.
Skills
Account Management, back-up, balance, Billing, Bi, Clarify, CMS, Color, oral, Hardware, Computer Knowledge, credit, Client, clients, customer satisfaction, customer service, Debit, documentation, ecommerce, Edit, email, finance, IBM Compatible PC's, Information Technology, inventory, Languages, Laser, Logistics, Magic, access, Microsoft Access, MS Office Products, office, Microsoft Outlook, Network, Page Layout, POS, Printers, Producer, coding, QA, reporting, sales, Spanish, Spanish-speaking, supervisor, Tables, Tandem, Technical Support, transmission, View, workflow, written
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Resume Overview

Companies Worked For:

  • First Data Merchant Services
  • Concord EFS/First Data
  • Per-se Technologies
  • Cablevision of Raritan Valley

School Attended

  • Computer Learning Center

Job Titles Held:

  • Sr. Implementation Specialist & Sr. Business Analyst
  • QSR Account Specialist
  • Customer Relations Coordinator
  • Tape Librarian

Degrees

  • Information Technology Support Program : 5 1999
    Diploma

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