Drew Henderson has over 8 years of experience providing operational and technical support for the Star Debit Services network. He currently works as a Tier III Operations Analyst for Systems Engineering Services Corporation, where he collaborates with technical teams and performs tests and procedures. Previously, Henderson worked at First Data Corporation for over 8 years as a Command Center Technical Application/Customer Support specialist, where he monitored the Star network, collaborated with financial institutions to resolve issues, and trained new employees. He has also worked as a Regional Sales Representative.

1. Drew Henderson 402-917-6446
2801 Steele St, Denver, CO 80205 Drewmaister@gmail.com
Professional Profile
Lead command center support operator for the Star Debit Services, the largest American interbank
network with 134 million cardholders & over 5,700 participating financial institutions. Expertise includes
8 years of operational & Tier III technical support by proactive debit platform monitoring,
batch/settlement processing, service restoration & transaction flow analysis; all the while preserving
client relationships with outstanding customer service skills in high pressure environments; facilitating
multiple tasks simultaneously paired with the ability to prioritize issues according to foreseen customer
impact; all the while creating a positive atmosphere of respect with colleagues and superiors.
Professional Work Experience
Tier III Operations Analyst Support; (September 2016 – Present)
Systems Engineering Services Corporation
 Contract role supporting the acquisition, stabilization, & decommission of the back end merchant
settlement processing at Transfirst/ TSYS.
 Collaborated with Transfirst/ TSYS technical support by providing insight, triage, &
documentation on their batch processing flow.
 Performed environmental tests & documented procedures for upcoming releases, month end, &
year end hurldes.
 Assisted staff with understanding, research, & analysis of hindrances in their daily settlement by
translating JCL / COBOL code.
Command Center Technical Application/Customer Support; (September 2007-June 2016)
First Data Corporation, Denver, CO
 Provided 12 hour monitoring and supported the STAR Debit Network and it’s relationships with
thousands of individual financial institutions, their connections with third party processors/issuers
such as Mastercard, Visa, Fiserv, Pulse, NYCE, etc, as well as the front end connections to
acquiring merchant processing platforms
 Collaborated daily with financial institutions and associated companies within the processing
industry to mitigate and reduce impact to card holders across the globe
 Organized & conducted incident management daily on escalation conference calls to
investigate, diagnose, resolve impacting issues
 Created trusted relationships with clients and aided them in troubleshooting and understanding
the complex infrastructure of their network
 Implemented & validated any new clients within the Star Network and managed our customers
database of escalation contact information
 Reduced fraud losses & delivered relevant communications to customers while protecting
privacy and offering increased personalization and convenience.
 Researched & provided performance and/or impact information for customers using a
combination of analysis tools
 Diagnosed data to pinpoint problems associated with individual card holders, card bins, or
financial institutions as an entirety in order to work with the corresponding card issuers on a fix
 Managed & documented the Standard Operating Procedures for current/future Star operators
 Exclusively & efficiently trained numerous new employees remotely as well as one on one
Regional Sales Representative; (September 2005 – September 2007)
Graves & Associates ; Willsie Cap & Gown
 Provided & marketed graduation regalia, announcements, class rings, & additional memorabilia
to college & high school senior graduates throughout Iowa & Nebraska
 Facilitated contracts with principals to have exclusive business within their schools
 Organized meetings with students for cap/gown measurements and designed custom

2. graduation announcements with each class ranging in size from 20 to 500+ students
Education
 Iowa Western Community College – Council Bluffs, IA (98 Credit Hours Completed)
 University of Nebraska – Omaha, NE (29 Credit Hours Completed)
Computer Skills
 Microsoft Word
 Excel
 Power Point
 MS Project
 Outlook
 SharePoint
 ServiceDesk
 Mr-Win6530
 Unix / Linux
 JCL / COBOL
 Spectrum
 Apple Applications/ Products,