Mary Mengel Email & Phone Number

Coordinate the development, testing and implementation of new products and system enhancements as directed by System Manager.Write detailed design specifications.Write functional and system test cases.Work closely with internal/external IT programmers to develop, test, and implement new products/enhancements.

Production Support troubleshooting internal client reported problems with the TSYS mainframe system.Responsible for support between the Credit Bureau Reporting and Credit Bureau Access business team and technical development team.Provide advice and analysis of mainframe software to ensure clients' needs are met.Research client issues for both UAT and production environments. Maintain business and system rules within the TSYS platform (i.e., Options).Monitor technical support issues to ensure proper resolution is timely and accurate. Review technical documentation, participating in team meetings to provide feedback for new software development and enhancements to existing systems.

Production Support troubleshooting external and internal client reported problems with web based and mainframe software. Provide technical telephone support to clients, answering questions on function and usage of products. Troubleshoot issues with Automotive Lease and Loan Web Applications.Perform quality assurance testing of software to ensure functionality meets expected requirements. Training clients on new functionality of software products.Provide advice and analysis of mainframe and web based software to ensure clients' needs are met. Research client issues using SQL querying tools for both UAT and production environments. Monitor technical support issues to ensure proper resolution is timely and accurate. Review technical documentation, participating in team meetings to provide feedback for new software development and enhancements to existing systems.

Managed projects for both internal and external clients working closely with both business and IT professionals. Coordinated the development, implementation, training and communication phases of the various initiatives to ensure client satisfaction working with both internal clients and external vendors. Wrote high level functional and business requirements. Worked to define and organize the requirements for the testing, programming and systems groups. Responsible for facilitating and coordinating JAD sessions to gather data for projects. Created high level business requirements from the JAD sessions. Modified requirements to ensure testability for clients. Reviewed system case tests and client acceptance test cases. Directly managed 6-8 project team members depending on the project phase. Indirectly managed up to 20 project resource members to ensure success. Reviewed use cases for the web technology systems (web site projects). Responsible for process/data flow diagrams, project planning and tracking. Responsible to streamline the workflow within the business. Communicated the project goals and progress for all levels of management within the business, systems, web, communication, training and testing teams. Created and conducted numerous presentations and training sessions for all levels of the external and internal business and system teams. Assisted in creation of training materials. Conducted and supervised training courses. Conducted numerous presentations for external and internal clients, as well as senior management.

First line service supporting various communication and technical products within, and outside, of JP Morgan. Utilized problem-solving skills to troubleshoot and resolve client issues in a timely manner. Analyzed inquiries handled by the Money Transfer Investigations Unit ensuring they were handled accurately adhering to the guidelines of NYCHA, USCIB, FRB and JP Morgan. Calculated lost compensation for misdirected wires. Responsible for daily interaction with external and internal clients through telephone and Microbanks, a computer system used by financial institutions. Responsible for quality checking co-workers cases, ensuring accuracy and completeness.