Marci Marczyk Email & Phone Number

South Florida

As a leader in payments, eCommerce and security solutions, Bank of America's Merchant Services can help you deliver options, a seamless payment experience, and above all, simplicity to your clients every day. Bank of America's Merchant Services securely processed more than 16.6 billion transactions across 705,000 merchant locations in 2017, providing the innovative and cost-effective solutions you need to succeed.For my role as SVP/CX-Client Experience, I am involved in creating, implementing, and maintaining a Client Experience model to enable Merchant Services at Bank of America to receive and process customer feedback in an effort to provide Bank of America's clients with the greatest experience. Data is collected from our customers and analyzed, providing key insights in experience drivers. The Bank can then tweak changes in process or product to create more satisfied clients thus improving client retention and revenue.

Coral Springs, Florida

Bank of America Merchant Services is now the number one-rated electronic payments company in the industry with businesses relying on us for our proven record of 99.999% uptime. Formed in 2009 as a joint venture between Bank of America Corp and First Data, Bank of America Merchant Services has developed an industry track record as the premier payments company, providing clients transaction speed, security and reliability across a host of retail and eCommerce platforms. In 2018, I transitioned into the Client Experience world. Currently managing a team of 3, we work on client experience measurement and improvement activities through the CX life cycle. Key aspects of the Merchant Services life cycle are critical for assessment, including sales, implementation, incident management, and relationship management. My team must collaborate across multiple business groups and functions to ensure quality voice of customer assessment, data accuracy, integration to necessary systems and data, and establishment of appropriate controls for business information processes, databases, and reports. We prepare analytical reporting for Senior Leaders and executives. I also lead a CX Governance Committee made up of Senior Business leaders from various lines-of-business. In my previous role as VP Project Manager, I focused on Enterprise Wide projects for our products and platform or complex projects for large client onboarding. Responsibilities focused on managing compliance-based projects which are required for a variety of reasons. Some are mandated by governing bodies, preparation for audits, or requested by outside parties. Other responsibilities focused on end-of-life product initiatives and legacy platform migrations.

Plantation, Fl

Project Manager for Global Integration projects with our parent company, Monex. Lead a Japanese Equities platform initiative. Tradestation created a Japanese Equities trading platform with integration to Monex's back end. The new platform is all new technology sitting on a new architectural design.Project Manager for Tradestation's "NextGen" initiative which created a new scale-able, flexible Platform with new and improved functionality for US and global customers. Products launched as a desktop or 'thick' application, mobile applications for both iOS and Android, and interfaced with the clients web app.Resources for projects were global with personnel across Japan, the US and in Costa Rica. I was the main point-of-contact for the Project Manager from Tokyo and work closely with the team in Tokyo.In my role as Project Manager, I interfaced with many different types of resources including developers, DBAs, POs (product owners), PMs (product managers), QA, and business personnel both in the United States and Tokyo.

Miami Lakes, Florida

Project Manager in charge of audit remediation changes to multiple processes and Courion software package. Work closely with vendor resources from Courion, User access team and audit team. In addition to working on user provisioning process changes, am working with Information Security team and IT Audit team on GLBA risk assessment process.Second Courion upgrade project was added to my responsibilities. Added Access Request Manager module to allow an enterprise-wide user access request solution. Automating some user provisioning flows including AD and Outlook. Creating a streamlined, updated process flow for HR to manage contract resources.

Miami Beach, Fl

Managing development team, QA, CM, and IT project mgt.Denarii Systems LLC is an international financial transaction processor, which provides a complete portfolio of processing solutions under the software platform as a service (SPaaS) model that facilitate the issuing of traditional and non-traditional payment instruments, the implementation of mobile payments services, the acquiring of financial transactions, the distribution of prepaid products and financial services in branchless networks.

As program manager for our Sunrise Data Center migration, I am responsible for all aspects of migrating development, QA, UAT, and all Production systems to 2 different locations (Phoenix and Little Rock). Also migrating is our Command Center and NOC to Wisconsin. My responsibilities include network, hardware, personnel, users, third-party vendors, and infrastructure. Reporting project status to CIO and SVP of Prepaid business unit.

During my almost 11 year career at FIS I played key roles in many facets of the business. As change manager I was able to scrutinize all changes to core systems to ensure the highest quality and service levels were maintained. From my days as a lead programmer establishing the interface and relationships with MasterCard, Visa and Discover processors to eventually becoming the association release coordinator with these and other vendor processors. Once I became the development and project team manager we implemented an agile (SCRUM) delivery methodology. This radical change greatly increased our ability to deliver project requirements and timelines, created a forum for client and product management interaction as well as earlier engagement of quality assurance resources. All these adjustments resulted in higher quality product features which aligned much closer to the client and product team vision. Due the drastic increase in business (50%-80% year to year) I was asked to become the technical project manager for the enterprise architecture team reporting to the CTO which focused primarily on scalability initiatives and platform enhancements to support peak season system usage. In 2005 I took on more diverse roles in the operations side of the business. As the enterprise change control manager I was responsible to ensure all system and application changes, configurations and production ready packages were scrutinized to ensure minimal to no impact to multiple (dev, QA, UAT, production) environments. In this role, I was also responsible for all problem root cause analysis and mitigation documentation for internal as well as external consumption. During my business process manager role, I was required to meet with federal auditors to generate and execute remediation steps and project plans as well as implement process improvement and automation projects.

Software Development and Systems SupportAs Technical Manager, lead team of developers with designing, coding and implementation of multiple financial systems including settlement, reporting, billing, cardholder fees.* Visa, Mastercard and Discover networks - technical lead for certification with Visa, Mastercard and Discover associations. These duties included initial processing setup with associations and then change review, impact analysis, sizing and implementation of association releases throughout the year.Project Management *Enterprise architecture team, reported to CTO --Was the single project manager for all operational tasks reorganizing platform to Oracle STS environment --Assigned and coordinated all operational tasks (networking, sysadmin, DBA) --Worked with teams around the country (New Berlin, Phoenix, Sunrise)*Prepaid architecture team, reported to CIO --Project management, work assignment for scalability tasks --Assisting with all technical matters for projects, design, coding for projects. --Each project’s goal was to ensure the company’s systems would handle the projected load for peak season.Software Change Control - reported to SVP of Global Operations*Change Management team is responsible for reviewing and approving all change requests for production implementation for EFD corporate and run on Tandem (HP), IBM mainframe, and open systems.*Configuration Mgt Team is responsible for all migrations between dev environments (dev, QA, UAT, Prod) as well as managing the production migration requestsTelecom Development and Support (IVR / VRU) - reported to SVP of Global Operations*Development and support mgr for a team that created and maintained IVR applications used by Prepaid’s clients worldwide using a combination of Peri code and SQL db stored procedures. *Other duties also included project scope, project management, resource management, resource forecasting, capacity planning.

Telecom Development and Support (IVR / VRU) - reported to SVP,Global Operations* Development and support manager for a team that created and maintained IVR applications used by Prepaid’s clients worldwide using a combination of Peri code and SQL database stored procedures. * Other duties also included project scope, project management, resource management, resource forecasting and capacity planning. Software Change Control - reported to SVP of Global Operations* Change Management team is responsible for reviewing and approving all change requests for production implementation for EFD corporate and run on Tandem (HP), IBM mainframe, and open systems.Project Management * Enterprise architecture team, reported to CTOo Was the single project manager for all operational tasks reorganizing platform to Oracle STS environmento Assigned and coordinated all operational tasks (networking, sysadmin, DBA)o Worked with teams around the country (New Berlin, Phoenix, Sunrise)* Prepaid architecture team, reported to CIOo Project management and work assignment for scalability taskso Assisting with all technical matters for projects, design and coding for projects. o Each project’s goal was to ensure the company’s systems would handle the projected load for peak season.Software Development and Systems Support* As Technical Manager, lead team of developers with designing, coding and implementation of multiple financial systems including settlement, reporting, billing and cardholder fees.* Visa, Mastercard and Discover networks - technical lead for certification with Visa, Mastercard and Discover associations. These duties included initial processing setup with associations and then change review, impact analysis, sizing and implementation of association releases throughout the year.

reports to Executive Manager of legacy eFunds data centersAssists with both external and internal audits by acting as the key focal point for evidence collection and coordinating activities for remediation effortsMeets with internal audit personnel, Federal auditors/examiners and internal governance departments Utilize a variety of work experiences to assist all departments involved from network to change management; from data center operations to quality assurance testing; and from software development to data security and vulnerability testing.Sarbanes-Oxley (SOX) Application Auditing Enhancements - reported to SVP, Global Operations Headed a project to modify the company's stored-value systems for compliance with the Sarbanes-Oxley Act. Worked closely with the company's auditors providing evidence and explanation of systemsLead a team of developers to design, code, and implement these changes. Data Control - reported to SVP, Global OperationsThe Data Control team consists of data center technicians who are responsible for auditing certain production systems 24 X 7 for successful completion of production jobs.Job correction, rerun, and escalationLevel 1 production supportProduce, review and verify monthly client Service Level Agreement (SLA) reporting for all prepaid clients

 As Technical Manager, lead team of developers with designing, coding and implementation of multiple financial systems including settlement, reporting, billing, cardholder fees and web site creation/maintenance. Visa, Mastercard and Discover networks - technical lead for certification with Visa, Mastercard and Discover associations. These duties included initial processing setup with associations and then change review, impact analysis, sizing and implementation of association releases throughout the year. As a Software Development Manager, duties included creating and reviewing functional specifications for software projects as well as sizing, task lists, scheduling, resource allocations, resource forecasting and resource planning.Development for client projects utilized the agile methodology of software development.

Design and coded in TCL, a proprietary language involving communications between small data capture terminals and an IBM host mainframe. Worked with communication protocols between the terminals and several host mainframes as well as different networks around the country. Project planning, analysis, design, creation of functional specifications, work assignment and coordinating internal and external resources, implementation and support.

Design and coded modifications for a credit card settlement system. COBOL II / CICS on an IBM MVS mainframe, using JCL. Analysis and programmer specifications for changes to existing system as well as new subsystems that was required. Changes occurred from in-house users or regulation changes from bank associations (i.e.: Visa, MasterCard). Responsible for communications and testing changes between NaBanco and bank associations (i.e.: Visa, MasterCard). 24x7x365 support which was shared within the group.

Lead team of programmers / contractors as part of an international banking integration project. Qualified credit and debit transactions for international merchants.Coded applications that were designed to create a GUI of a data file which is used with a "rules based" mainframe application. The applications also provided data entry and modification screens.Created in Visual Basic 5.0 on a windows 95 PC platform. Project Leader Lead a team to convert multiple existing on-line debit applications onto one platform.Analysis of all systems, design and integration of existing functionality onto the platform of choice.Analysis, design, enhancements and coding to an on-line debit card system. The environment was C and a proprietary parse / format language on IBM RISC6000 AIX (3.25) platform. Coordination, testing and certification for new debit association interfaces. 24x7x365 support which was shared within the group.Team LeaderDesign, coding and distributing an on-line debit help desk application. Visual Basic 4.0 on a Windows 95 platform, using Oracle 7.x which resided on a Sun SPARC Unix server using ODBC for database access. Created programming standards, created test benchmarks and user manuals.

In my 8+ years at FDC I was promoted from a programmer analyst working on an IBM mainframe utilizing COBOL and CICS interfacing with bank associations such as Visa and MasterCard to lead programmer of credit card merchant terminal machines in a proprietary language (TCL). From there I moved to team lead of an online real-time debit card platform utilizing visual basic and SQL as well as UNIX and C programming environments and then to a project manager and team leader of a conversion of multiple on-line debit applications to a new combined platform. These multiple conversions included gathering all the current and desired features from the existing platforms, product managers and technical teams and creating one system that satisfied the highest priority requirements. Certifications of new debit network interfaces (NYCE, PULSE, etc…) were required as all the debit platforms were integrated. I was tasked with a small team to ensure the certification testing of these interfaces were on time to meet the conversion project milestones. 24x7x365 support was required.

Installation, design and coding of enhancements to CRS tutorial system. Project planning, creating design specifications and development of new programs to improve technical functional entries utilizing Sabretalk and Assembler in a VM environment. System Coordinator (Amadeus Project, located in Copenhagen, Denmark)End-to-end test coordinator from Miami to Copenhagen Denmark for an international company, Amadeus. Monitored communications between Miami and Copenhagen, Liaison between System One programmers and SAS (Scandinavian Airlines) programmers Met with employees from Amadeus, IBM, and SAS. Updated personnel in Miami with progress.Application Programmer II Design and coding of a travel agency commission system. Redesign and coding of the Queues processing package. Areas included accounting, marketing, sales tracking, scheduling, finance, and auditing. Environment was COBOL, CICS command level, VSAM Assembler, TPF and MVS JCL. Platforms, Software, OS, Network, Misc Intel PC, IBM RISC6000, Sun SPARC, IBM ES/9021, 4381, 3081, 3084, 3090MS SQL 7.x, 2000, Oracle 7.x, SQL Plus 3.x, Visual Basic 4.x, 5.x, 6.x, etc, , VB Script, C, COBOL II, CICS/VS Command, Assembler, PL/TPF, Sabretalk, TCL (Terminal Control Language), HTML, ASP, PerlWindows NT, 2000, Unix (AIX, Solaris), MVS/ESA, MVS/XA, VM/SP, DOSTCP/IP, SNMP, DNS, VPN, SSHRemedy, ClearQuest, MS Excel, MS Word, MS Project, Visual SourceSafe, ODBC, VSAM, IBM Eztrieve, SAS, ZONTALK, Service CenterPCI, SOX, FFIEC

Master Of Business Administration, Distributed Systems

Bachelor Of Business Administration, Computer Information Systems