Summary
Overview
Work History
Education
Skills
Websites
Timeline
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George Valentine

Lakeland,Florida

Summary

Highly skilled and dedicated technical professional with 15+ years of extensive experience in the financial industry, including roles such as Senior Associate - Acquiring Platforms and Rails - Technology Client Service Manager (TCSM), Technical Implementations Manager, team Lead, and technical analyst II of technical Implementations within Merchant Services overseeing card brand certification and client code development into host platforms. Possess expertise in technical implementation and support of payment brand platforms. Specialize in voice and data solutions, as well as adept management of various telecom carriers and vendors. Committed to delivering exceptional customer experiences and exceeding goals. Proven track record of fostering positive relationships utilizing exceptional verbal and written communication skills. Experienced Senior Associate driven to optimize processes and streamline operations for team efficiency. Decisive leader with an analytical and flexible approach to solving problems. Hardworking Senior Associate enthusiastic about take on exciting new challenges within financial Industry . Dynamic communicator with disciplined approach. Hardworking Senior Associate enthusiastic about take on exciting new challenges within financial Industry. Dynamic communicator with disciplined approach.

Overview

15
15
years of professional experience

Work History

Senior Associate - Acquiring Platforms and Rails - Technology Client Service Manager (TCSM)

JP Morgan Chase
03.2022 - Current
  • Function as Technology Client Service Manager (TCSM) and spearhead premier client engagement by facilitating communication between clients and Acquiring Platforms and Rails Technology teams
  • Provided dedicated merchant support for 7 premier merchants, including addressing merchants' technology needs through incident management, meeting facilitation, change communication, project roadmap development, and event coordination.
  • Provided internal and external merchant advocacy, including functioning as advocate within organization to support merchants' interactions with internal technology teams and address merchants' technology requests to ensure needs are met
  • Utilized client centric approach by establishing direct relationships between tech organizations and monitoring health metrics and committed processes to ensure premier clients are efficiently supported and set up on support dashboards with alerting systems
  • Conduct regular service reviews to enhance transparency and communication between clients and Chase technology organization, contributing to development of technology roadmaps
  • Serve as primary liaison between merchants and Chase, fostering strong relationships between clients and their technology teams
  • Implement proactive service management strategies, including defining SLAs and measurable KPIs, and sharing directly with clients to gauge effectiveness and ensure service quality
  • Collaborate with business teams to improve internal and external client communication, report business control issues, and develop long-term improvement recommendations and action plans
  • Provide merchants with product and technology updates on product releases, payment brand updates, JPMC new product offerings, and merchant-initiated features, ensuring they are informed of relevant developments
  • Delivered comprehensive communication on product releases, disaster recovery / maintenance events, and production issues to keep clients informed and prepared
  • Conducted monthly Quarterly Business Reviews (QBRs) with clients, providing detailed technology reviews covering connectivity and capacity, SLA tracking metrics, service improvements, accomplishments, incident reviews, and Root Cause Analyses (RCAs).
  • Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
  • Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and organization.
  • Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
  • Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
  • Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
  • Boosted overall team morale by creating positive work environment and encouraging open communication channels among colleagues.
  • Championed best practices in quality assurance, consistently delivering error-free work products that exceeded client expectations.
  • Increased client satisfaction through thorough analysis of project requirements and delivering high-quality results.

Management, Team Lead, Senior Associate, Technical Implementations Analyst - Merchant Services

JP Morgan Chase
06.2016 - 03.2022
  • Managed and supervised team of 11+ technical analysts, overseeing card brand certification and client code development into host platforms
  • Served as primary lead analyst for JPMorgan Payments Platform (JPMPP) 3DS authentication, developing test cases and simulations for testing environment
  • Owned and maintained all internal and external test environments, as well as client-facing testing simulators, ensuring optimal functionality
  • Provided comprehensive technical support for merchants and middleware providers, addressing inquiries, and resolving issues promptly
  • Led implementation of new platform projects, notably JPMPP payment platform, driving successful project execution
  • Collaborated with merchants throughout integration and certification testing phases, troubleshooting transactions and system issues to ensure seamless operations
  • Managed relationships with Relationship Managers (RMs), Account Managers (AMs), and merchants, effectively setting and managing expectations throughout testing and certification process
  • Assisted merchants with technical documentation, conducted setup calls and meetings to resolve testing or communication issues, and ensured smooth integration processes
  • Provided training and leadership to new hires and team members on Tandem, Orbital, and confidence testing methodologies
  • Collaborated closely with management to facilitate effective communication and provide guidance to team, ensuring alignment with organizational objectives.
  • Streamlined operational efficiency by identifying areas for improvement and proposing actionable solutions.
  • Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and organization.
  • Implemented process improvements that led to significant time savings and increased accuracy in deliverables.
  • Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
  • Trained and supported new team members, maintaining culture of collaboration.
  • Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
  • Mentored junior associates, fostering professional growth and helping them reach their full potential.
  • Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
  • Boosted overall team morale by creating positive work environment and encouraging open communication channels among colleagues.
  • Championed best practices in quality assurance, consistently delivering error-free work products that exceeded client expectations.

Tech Ops Technician - Commerce Solutions

JP Morgan Chase
12.2008 - 06.2016
  • Implemented and supported voice and data solutions and managed relationships with various telecom carriers and vendors
  • Project managed relocation of 400 users successfully and programmed PBX systems to new site, ensuring seamless transition and zero incidents
  • Provided exceptional customer and client support for all telecom requests, serving 3K+ users across 5 sites and addressing inquiries and issues promptly
  • Drove and executed telecom projects, including strategic site location moves, contributing to operational efficiency and business continuity
  • Took charge of setup, configuration, and troubleshooting of telephones, Cisco Telepresence, and PBX systems, ensuring optimal functionality and user satisfaction
  • Managed relationships with various telecom carriers and vendors, fostering positive collaborations and ensuring service quality
  • Generated and provided monthly reporting to management, including monitoring Mutare voice traffic filter system for modular messaging and Cisco Telepresence activity, contributing to informed decision-making.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Maintained quality assurance and customer satisfaction objectives.
  • Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
  • Tested components and systems to evaluate performance and identify concerns.
  • Inspected equipment to identify areas of wear or causes of malfunctions.

Education

Some College (No Degree) -

Farmingdale University College
Farmingdale, NY

Skills

  • Technical Implementations
  • Project Management
  • Client Service Management
  • Technical Support
  • Tandem Systems
  • Stratus Systems
  • Orbital System
  • Performance Monitor
  • PeopleSoft
  • Data Analysis Client Relationship Building
  • Interpersonal Relationships
  • Salesforce
  • Splunk Monitoring
  • Prognosis
  • Tableau
  • JSON
  • Knowledge of API’s
  • SQL
  • Teamwork
  • Technical Liaison
  • Customer Relationship Management (CRM)
  • Leadership
  • Incident management
  • Testing
  • Application Support

Timeline

Senior Associate - Acquiring Platforms and Rails - Technology Client Service Manager (TCSM)

JP Morgan Chase
03.2022 - Current

Management, Team Lead, Senior Associate, Technical Implementations Analyst - Merchant Services

JP Morgan Chase
06.2016 - 03.2022

Tech Ops Technician - Commerce Solutions

JP Morgan Chase
12.2008 - 06.2016

Some College (No Degree) -

Farmingdale University College

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George Valentine