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Director of Support Services Resume Format in Word Free Download

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Payton Hess                                                                           850-420-9876
1001 Leslie Lane                                                                                                   payton.hess@gmail.com
Friendswood, TX 77546

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   

Qualifications

·         Demonstrated ability to design, plan, and develop technically complex applications from the conceptualization phase.
·         Experienced in mainframe system software installation, customization and support.
·         Can manage and track multiple deadlines on large implementation projects in a fast-paced environment and consistently complete work in a timely manner.
·         Ability to lead and mentor other technicians.
·         Flexible, well-organized, and works effectively in a team environment.
·         Excellent background in banking software – Check Processing, ATM, ACH, back office operations.



Professional Experience

SOFTWARE EARNINGS, INC.  -  Memphis, Tennessee                   November, 1996 – February, 2012

Director of Host Systems Support

Led a team of technicians to develop and support all host software that interfaced with SEI’s server based banking (check processing) applications.  Managed SEI’s mainframe hardware and system software.   

·         Installed Software Earnings first mainframe for use in product development, testing and customer support. Supported twenty five developers, testers, and customer support personnel. 
·         Upgraded hardware for move from MVS to Z/OS. Configured VTAM; TCP/IP; DB2.  DASD and catalog management, performed volume and data backups and restores via DFDSS, established SMS storage areas.   
·         Designed and managed development of interfaces to IBM’s check processing system (CPCS) for SEI’s balancing, check disbursement, task monitoring and check repair software.
·         Managed remote software developers located in three different states.
·         Established processes for packaging and distribution of SEI’s entire host based software, including updates (SMP/E).  
·         Developed twelve full featured test environments for customer and internal education, product development and testing, customer service problem determination.     
·         Assisted team in software development by collaborating with customers, developers and product managers to achieve product consistency and usability.
·         Assisted sales and marketing departments by contributing to RFP proposals, Statement of Work documents, and product demonstrations.
·         Converted interface communications from SNA to TCP/IP, generation of X9 files from check capture systems; installed customized and tested image based check capture systems.
·         Designed and developed SEI’s Gateway exits for IBM’s Gateway (Payment Director) product.
·         Installed, customized, tested and supported SEI’s mainframe and server based software at customer sites.
CHECK SOLUTIONS, INC.  -  Memphis, Tennessee                             January, 1988 – October, 1996
(Currently Fiserv)

Vice President, Development and Support

Led teams of developers and support personnel to develop new software, install complete systems at customer sites and post installation support.

·         Worked with customers and Check Solutions developers for designing and installing complete check processing systems that were customized for the customer’s needs.  Followed the project through installation, testing, training, live support and turnover to customer service.  Customers were located in the United States, Canada, United Kingdom and India.
·         Installed Check Solutions first mainframe for use in product development, testing and customer support. Supported twenty five developers, testers, and customer support personnel.
·         Upgraded versions of MVS; added additional CPU’s as company grew. Configured VTAM; TCP/IP; DB2.  DASD and catalog management, performed volume and data backups and restores via DFDSS, established SMS storage areas, defined TSO users
·         Worked with IBM to develop a check processing system for distribution in Europe.
·         Selected and implemented Check Solutions customers support software to track and report customer issues (Help Desk).
·         Assisted in the development of new products by collaborating with developers, product managers and customers to achieve product consistency and usability.
·         Developed key relationships with customers and solicited their input in order to improve software and  documentation quality and usability.
·         Installed or upgraded CPCS and Check Solutions products at over 30 banks.
·         Developed, enhanced and supported Check Solutions products
·         Establish ‘Beta’ sites at customer locations for shakedown of new Check Solutions software.
·         Delivered onsite training sessions to customers for CPCS and Check Solutions products.


Education

University of Texas at Arlington, Bachelor of Science in Mathematics / Computer Science


Technology



·         IBM Mainframes – MVS; Z/OS     
·         Assembler Language; COBOL; TSO/ISPF; DB2; CICS; SMP/E; DFDSS;DFSMS; REXX; CLIST
·         IBM, NCR and Unisys check sorters  
·         Win XP; Win 7;Win VS C# ;.NET
·         Microsoft Office
·         Microsoft Project


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