Marsha French is an experienced I.T. professional with over 20 years of experience in application support for debit processing. She has extensive experience implementing client requests and fee billing changes, providing second level support, and supporting development changes, disaster recovery activities, and documentation. Her technical skills include IBM mainframe operating systems, databases, programming languages, and administration tools.

1. Marsha French
Cell: (407) 271-7188
1106 Kersfield Circle, Lake Mary, FL 32746 mfrench@cfl.rr.com
PROFESSIONAL PROFILE
• I.T. professional with extensive application support experience in Debit processing.
• Strong analytical and organization skills.
• Successful in both independent and team work.
• Excellent problem analysis and resolution skills with focus on meeting SLA requirements.
• Proficient in CA7, INFOPAC, and Settlement processing including ACH.
• IBM Operator experience, working for Northrop Grumman and Disney.
TECHNICAL BACKGROUND
• Operating Systems: IBM z/OS/VSE, MVS/TSO/ISPF/SDSF
• Programming Languages: JCL/PROC, CICS
• Databases: DB2, VSAM
• Tools: SAR/CA-View, CA-1/7/11, NDM, FTP, File Master, IBM Utilities, SQL, SPUFI, MQ, OLAP,
MS Office, Outlook
• Administration/Software management: CA-Endevor, Mobius-INFOPAC/ViewDirect, Lotus Notes,
CA-Service Desk
• Applications: eFunds - Financial, VisionPlus - Chargeback
PROFESSIONAL EXPERIENCE
DUTIES
• Analyze requests and implement client maintenance changes to the production environment.
• Implement Fee Billing rate changes to production as requested.
• Provide 2nd
level 24x7 on-call support on a rotation basis.
• Support Development changes for various projects.
• Support Bi-Annual Compliance Release changes.
• Perform SQL queries to validate DB2 table updates.
• Coordinate and Support Disaster Recover activities.
• Collaborate with other groups for various project and application changes.
• Provide training to new and existing team members.
• Create and update documentation.
RESULTS
• All Production Support changes were implemented without impact to the client.
• All SLA’s requirement were met 100% of the time.
• All Disaster Recovery efforts were completed successfully.
EMPLOYMENT HISTORY
Production Support Engineer I (09/2007 – 12/2015), First Data Corporation – Maitland, Florida
• Responsible for implementing client request and fee billing rate changes, which involves analyzing Lotus
Notes requests, perform updates to JCL, PROC, MAC, PARM staging libraries, submit Service Desk –
Change Record with associated documentation e.g. Implementation Plan, CA7, INFOPAC, Transmission
forms, create Endevor package for production implementation on the IBM Mainframe, perform post
implementation validation.
• Provide 2nd
level, 24X7 on-call support on a rotation basis, for Settlement, User File, ACH, Fee Billing,
FRIS, FALCON, TRS, MQ/NRT, VisionPlus applications, resolve job abends with escalation when
necessary, achieve all SLA requirements.

2. • Support Development changes for various projects, review/approve Change Records with related forms,
and Endevor package element updates for production impact. Facilitate associated changes with CA7,
INFOPAC, Transmission groups. Perform change related tasks outlined on the Change Record
Implementation plan.
• Support Bi-Annual Compliance Release changes, perform associated tasks documented on the Change
Record Implementation plan, e.g. submit conversion related jobs, perform VisionPlus CICS screen updates,
work with Operations to hold/release jobs in CA7.
• Support Annual Disaster Recovery activity, e.g. create detailed DR test plans for Settlement/TRS
applications, validate system restoration during pre-test and exercise, perform all DR pre-tasks prior to
execution of schedule, work with Operations to submit/release jobs in CA7, validate output at DR with
Production for accuracy.
• Other activities - provide CA7 group with yearly holiday dates for IBM Mainframe setup, update
VisionPlus CICS screens with yearly holiday calendar, submit Change Request to modify CA7/Automation
Alerts to accommodate FREEZE periods, provide criteria for Automation Alerts to ensure SLA’s are met,
perform VisionPlus Administrator tasks to reset user/administrator passwords, create/update
documentation.
Technical Support – Production Support IBM (02/2004 – 09/2007), First Data Corporation – Maitland, Florida
• Perform client and fee billing implementations, analyze Lotus Notes requests, perform updates to JCL,
PROC, MAC, PARM, submit Change Record and Endevor package for production implementation.
• Provide 2nd
level, 24X7 on-call support on a rotation basis, for Settlement, User File, ACH, Fee Billing,
FRIS, TRS, MQ/NRT, VisionPlus applications, resolve job abends with escalation when necessary, achieve
all SLA requirements.
• Support Development and Bi-Annual Compliance Release changes. Perform tasks outlined on the Change
Record Implementation plan.
• Support Annual Disaster Recovery activity for the TRS application, validate system restoration, perform
DR pre-tasks, coordinate CA7 tasks with Operations, analyze job output for accuracy.
• Facilitate changes with CA7, INFOPAC, Transmission groups, providing technical details for project and
client implementations.
• Document all upcoming projects/implementations on the Application Support Task List.
• Other activities - provide CA7 group with yearly holiday dates for IBM Mainframe setup, update
VisionPlus CICS screens with yearly holiday calendar, perform VisionPlus Administrator tasks to reset
user/administrator passwords, create/update documentation.
Production Support Admin (09/2000 – 02/2004), Concord EFS – Maitland, Florida
• Perform client and fee billing implementations, analyze Lotus Notes requests, perform updates to JCL,
PROC, MAC, PARM, submit Change Record and Endevor package for production implementation.
• Provide 2nd
level, 24X7 on-call support on a rotation basis, for Settlement, User File, ACH, Fee Billing,
FRIS applications, resolve job abends with focus on achieving all SLA requirements.
• Support Development and Bi-Annual Compliance Release changes. Perform tasks outlined on the Change
Record Implementation plan.
• Support Annual Disaster Recovery activity for the Settlement application, validate system restoration,
perform DR pre-tasks, coordinate CA7 tasks with Operations, analyze job output for accuracy.
• Document all upcoming projects/implementations on the Application Support Task List.
• Other activities, provide CA7 group with yearly holiday dates for IBM Mainframe setup.
Production Control (02/1997 – 09/2000), Honor - Star – Maitland, Florida
• CA7/11 administrator, add/delete/modify jobs, built/update calendars, create batch jobs for mass updates.
• INFOPAC/ViewDirect administrator, add/delete/modify copy statements and reports, create batch jobs for
mass updates, create JCL for report sweeps.
• Provide 24X7 on-call support on a rotation basis for CA7 and INFOPAC.
SPECIALIZED TRAINING

3. • CA7 Administrator Training at Computer Associates, Maitland Fl.
• Endevor Administrator Training at Computer Associates, Maitland Fl.
• Microsoft Excel Training at New Horizons, Orlando Fl.