Mark Mccrone Email & Phone Number

Montreal, Qc, Ca

Montreal, Canada Area

Oceanside is a pioneer in delivering web-based solutions to the international trade and insurance community. Oceanside has a suite of web-based products which have been in development with the continual collaboration of leading industry participants. Oceanwide’s best-of-breed products are currently operating successfully in the most demanding commercial environments. JOB DESCRIPTIONMaintaining all core demonstration environments with latest stable code versions of all products/modules Execute regular updates to demonstration products to ensure ability to showcase latest system features and functionality Log system bugs and enhancements as required following standard processes Manage Request for Proposal (RFP)/Request for Information (RFI) knowledge base to keep it current with accurate details about the company and its products and services Assist with software training through the Bridge University curriculum by training of new users on system functionality and configuration, demonstrating in depth knowledge with the ability to answer student inquiries

Toronto, Canada Area

Verifone is the leader in providing trusted, secure and innovative payment terminals, global payment as a service, and commerce enablement solutions. Verifone’s products and services include mobile, countertop and self-service payment devices, software, and web-based gateways.ACHIEVEMENTSInvolved and participated in the development and implementation of the solution, providing support in troubleshooting, and identifying and resolving any installation problems to the customer’s satisfaction within the established time frames. Acted as a technical liaison between the customers and Verifone. Gathered, documented and analysed customer requirements in order to configure, test and install Verifone products on the client servers as per the project plan requirements.Provided technical assistance to the Sales and Marketing departments for presentations, RFI, RFP and product development.KEY RESPONSIBILITIESEnsure the clients are provided with the information that is required to enable them to assist in defining the solution. Provided knowledge transfer through the use of project technical documents, training sessions and presentations.At the point of transfer, document the issues and inform and update the Verifone support team on all aspects of the implementation in order to ensure a seamless transition from implementation to post-development support. On an as-needed basis, provide third-level technical support to the Verifone support team by assisting with troubleshooting production issues.

Melbourne, Australia

ANZ embarked on a major implementation of a CRM program using the Aprimo MRM platform, a cloud based application owned by TerradataAs the Business Application Support Analyst, I was responsible for supporting internal and external users groups, responding to user requests and keeping it running effectively and efficientlyAMONG MY ACHIEVEMENTSManaged up to 200 user requests per monthDeveloped and implemented an Information & Access Management strategyExpanded user base to include additional Business Units and geographiesImplemented new processes in workflow tool involving stakeholder engagement, workshops, change management and senior management sign-offAchieved a customer satisfaction level of above 95%Increased Application Uptime from 96.2% to 99.6% over a 3 year periodEliminated support requests to zero by conducting training, updating training material, and system optimisationKEY RESPONSIBILITIESCoordinating all system upgrades, hotfixes, and releasesProviding first line backup and second line support for usersExecuting reporting in Aprimo as requiredAssisting with the use of Aprimo through training and future development with stakeholdersIdentifying potential risks and quality issues and applying appropriate mitigation plans in place escalate to relevant partiesEnsuring compliance Information Security policiesGUIDING OBJECTIVES AND MEASURESMinimizing disruptions to operations and end users are minimisedCommunicating and supporting all changes and events documentation regularly, clearly, and on a timely basisEnsuring business continuityEnsuring there is no degradation in performance when configuration changes undertakenAPPLIED SKILLS AND KNOWLEDGESense of organization and ability to undertake training for stakeholdersResilience and ability to deliver resultsStrong quality focus and a keen eye for detailAdvanced problem solving abilitiesAbility to effectively influence and communicate with stakeholders at varying levels

Melbourne, Australia

SYSTEM ENGINEEREstablishing and maintaining relationships with POS Developers (Partech, Fujitsu and Beacon etc.), Banks and Communication Providers (Telstra, AAPT and PowerTel etc.)Internally liaising with the Marketing Department to develop and implement solutions Liaising between clients and developers to develop and implement End-User RequirementsUnit and Functional TestingPOS AccreditationsOptimise system configuration by checking Log Files and Trace Files and analysing system specific settingsPOS/Bank/PINpad integrationSYSTEM ADMINISTRATORMaintaining networks and serversDesigning and implementing a Rotational Back-Up SchemeMonitor client serversManage application distributions, Hot Fixes and ongoing maintenanceManaging software Source CodeDatabase ManagementTraining of First Level Help Desk Training of End-UsersDocumentation including End User Manuals, Technical Memos and System ProcessesBANKING AND FINANCIAL INSTITUTION SPECIFICPCI-DSS ComplianceEMV AccreditationCommunications protocols (Tran$end, Austpac X25, Argent)3DES certification and implementation