Mark Hatcher Email & Phone Number

Virginia Beach, VA, US

United States

Virginia, United States

• Processes requests for card access and modifications; monitors, tracks, and evaluates card access activity system wide
• Assists in identifying and resolving issues with access control software by working with vendors and internal departments to update and troubleshoot software, and escalates issues as needed
• Produces reports and investigates after hours alarms and issues as assigned
• Assigns access rights based on established protocol and configures codes, alarm routing and other functions. Trains others as needed

Norfolk, Virginia Area

• Supported business operations by relaying information between the user community, government representatives, development team, other systems analysts, testers, and process experts, ultimately maintaining efficient.
• Analyzed and streamlined client information systems and business process management through the development of Use-Case Documents, System Requirement Specifications (SRS), Excel-based Requirements Traceability Matrix.
• Supported the Naval Seas Systems Command (NAVSEA) through effective collaboration with government entities, providing technical and administrative direction for software programmers operating under the Navy Maritime.
• Documented and communicated system requirements, design, and operations through the development of technical diagrams and flowcharts illustrating subsystems and associated services, hardware, mapping, data management.

Norfolk, Virginia

• Oversaw learning and development operations for the Commercial Card Technical Help Desk by assessing the strengths and weaknesses of Tier 1 and Tier 2 associates, providing real time coaching and mentorship
• Supported team growth by facilitating development opportunities for managers and subordinates, resulting in the development of a highly capable cross-functional team
• Institutionalized a robust training process by designing training material, process documents, and supporting resources, ultimately saving the company time and money in future employee development costs
• Served as subject matter expert through extensive experience with Commercial Card products and projects, troubleshooting system errors and solving customer and employee problems
• Developed and mentored new employees through certification as the Applications Trainer, ensuring accurate technical support for the Visa Information Source, Smart Data Online, Corporate Card Access, and PNC CentreSuite
• Managed complex account configurations and processed data requests using Access data queries and Bacardi data tables, maintaining smooth and efficient data and records management