• Responsible for all aspects of customer implementation engagements, including consultancy, project management, testing, and customized production configurations for existing and new customers Leading customer implementation projects from end-to-end (project initiation, test, production and support)• Provided support for the production environment: Monitored production processes, and assist users who are having system issues during post-production support. • Accountable for integrating new products into the global implementation framework• Partners with GP&S, Sales team, Customer Delivery and O&T to customize specific implementation plans while providing technical and product expertise to customers pre and post launch• Took the lead as the primary interface between the customer and MasterCard during technical implementations where project complexity is tailored to meet unique customer needs• Successfully managed complex projects (Image Interface to API Migration) and/or customer-specific accounts (US BANK, TSYS (GLOBAL PAYMENTS), FISERV (FIRST DATA), CHASE, WORLDPAY, WOODFOREST, KEYBANK, RABOBANK, FRESNO BANK, DEUTSCHE BANK (EVO INTERNATIONAL PAYMENTS)• Successfully planned, tracked and communicated progress on complex projects with multiple work-streams• Ability to work across cultures, time zones and career levels

• Wrote System Requirements and User Stories for the UP applications (one or many depending on the scope of the project --- documenting how to meet the business requirements within the context of the architecture, with enough level of detail for the developers to move forward with design and do coding. • Provided support for the production environment: SEs may monitor production processes, and assist users who are having system issues, • Spearhead the defect investigation during testing and in most cases will lead the testing and defect calls to resolve any defects identified during testing. In some cases, the SE is training the testing team as they are not proficient in the ordering system or how the services are offered. • Ensure that the requirements/design are implemented per platform guidelines. We work with SEs from other applications (downstream from the UP) which interface with the UP. Work closely with our IBM development partners to implement the project into production. • Represent the IBM Managed Applications that make up the Universal Platform: BGW, BBGW, EUAM, CADM, UB, SA, FM (also usage systems: TMPS/VMMS, BMIU, XRICs, and the Bill Image repository: Doc Viewer). .• Supported a multitude of programs and those programs typically fund multiple projects which span multiple releases. This is in support of all strategic business services and target architecture work. These programs include: ADI (MIS), AVPN, BVOIP, NetBond, Collaborate (Trinity), Connected Car, Contract Automation, Fed Gov, FIXT eUAM Rewrite, HALO, ILT Retirements, MOW, Network-on-Demand, VoLTE & AVOICS Wholesale, WiFi and various bundled offers.

Managed all aspects of diverse, complex technical projects, including project planning, execution, timing, functionality, quality, and costs. Including; budgets, invoices, and project timelines for small ($0-$1M), medium ($1-$5M) and large projects (over $10M), using SDLC, Agile and Scrum. Projects included various applications impacting, billing, call centers, web, retail stores, and third party retailers.Managed third party vendor (Amdocs) during requirements gathering, impact assessment reviews, development, testing, and implementation. Lead cross functional matrix teams to work smart, inspire creative problem solving, and efficiently implement projects, with clear objectives on time and within budget. Set timelines/deadlines, assign responsibilities, and monitor progress for the various software applications critical to overall project objectives, with an emphasis on cost, time, scope, quality, and especially customer satisfaction. Managed multiple projects simultaneously and control cross functional virtual teams and vendors to ensure that cost, scope and quality and implementation deadlines for each project are met. Review each assigned project to make sure that they are Sarbanes Oxley Compliant. Managed a virtual team (off-shore) to test, evaluate, and validate IT initiatives and identify issues in software or services. Used various techniques to prioritize issues so application development teams have a clear path to deliver successful projects. Manage the delivery of the SAS query document from Amdocs (third party vendor) to our user community.Managed all aspects of IT projects impacting various applications within Sprint. Including Application Programming Interfaces (APIs), new and existing reference table changes and table structure changes, requirements mapping and traceability, pre and post implementation data migrations.

• Participated in projects impacting the Enterprise Data Warehouse with process owners, tool and data architects, and management relative to the business requirements and design of the logical data environment • Simplified, extracted, and joined data sources to provide data/views in support of strategic business management processes and decisions. • Ensured data integrity and quality of deliverables. Query analysis using SQL.• Responsible for FCC Tariff Analysis, identifying reference files for Private Line Billing. The one point of contact for customers of the Interstate Private Line Reference files, such as VTNS, SDN, BBC, Global Frame Relay, ACCUWAN, Onenet, SONET, WorldSource, and AT&T Treasury. Interfaced with CALM, SGA, PL20, PDRS, PSG, CR13, OCS-SS, ESOR, CR60, CRIS, PL01, COBRA, QUIPP, CIGNALS, ANSB, Pricing, Intrastate and Interstate Billing Representative (such as the Architectural Scoping Team), Business Consultants, Case Managers, and external sources of data on a day-to-day-basis.• Customer Contact Associate – Maintain customer relationship by responding to inquiries; documenting actions. Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.