Melissa Hayes
Chesapeake,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Manager, Enterprise Applications
1st Advantage FCU
05.2019 - Current
- Subject matter expert for 1st Advantage FCU’s core banking system- Fiserv DNA
- Identify process improvements to streamline operations
- Coordinate and direct the execution of daily IT operations
- Manage and implement 3rd party application updates and core system changes and upgrades
- Work with executive management to identify, recommend, develop, implement, and support cost-effective technology solutions
- Create queries using CRMBI (DNA Publisher) and analyze data for other Credit Union departments
- Provide day to day leadership of the team that supports various software applications that interface with the core including Entrust Datacard instant issue debit cards, Fiserv Prologue General Ledger accounting software and Temenos Lifestyle Management Suite
- Develop automation jobs using VisualCron scheduling software to send and receive vendor files via SFTP connections and move files internally across the network
- Provide backup support for the service desk and network operations
- Ensure proper change management policies and procedures are followed
- Responsible for disaster recovery testing of the core.
- Collaborated with cross-functional teams to ensure seamless integration of applications across various departments.
- Mentored junior staff members, fostering a supportive work environment that promoted professional growth.
- Established strong relationships with vendors and suppliers, negotiating favorable contracts that benefited the organization financially and operationally.
- Managed multiple projects simultaneously, prioritizing tasks effectively and meeting all deadlines consistently.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Core Operations Manager
1st Advantage FCU
07.2017 - 05.2019
- Database Administrator for Intersystems Cache database running on Open VMS - Fiserv Datasafe
- Coordinate and manage the execution of the Datasafe operations schedule including year-end, month-end, and daily processing tasks
- Create queries using SQL and analyze data for other Credit Union departments
- Project manager for Credit Union special projects, system implementations, and core system changes and upgrades
- Work closely with executive management to identify, recommend, develop, implement, and support cost-effective technology solutions
- Analyze, report, and make recommendations for the improvement of IT systems
- Manage staff support for the credit unions various software applications that interface with the core such as Entrust Datacard instant issue debit cards, Fiserv Prologue General Ledger accounting software and Temenos Lifestyle Management Suite
- Develop job automation tools for routine tasks, including recurring transfers, ACH posts, credit card posts, and member notices using ISE Job Scheduler
- Provide backup support for the help desk and network operations
- Manage day to day tasks associated with the Knowledge Management system and Help desk ticketing system - Manage Engine
- Manage Applications Support Specialists
- Responsible for Datasafe disaster recovery planning and testing
- Oversee and implement IT policies and procedures, including those for disaster recovery, standards, and purchasing.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
Datasafe Operations Manager
ABNB FCU
02.2010 - 07.2017
- Database Administrator for Intersystems Cache database running on Open VMS and Unix- Fiserv Datasafe
- Coordinate and manage the execution of the Datasafe operations schedule including year-end, month-end, and daily processing tasks
- Create queries using SQL and analyze data for other Credit Union departments
- Project manager for Credit Union special projects, system implementations, and core system changes and upgrades
- Work closely with executive management to identify, recommend, develop, implement, and support cost-effective technology solutions
- Analyze, report, and make recommendations for the improvement of IT systems
- Manage staff support for the credit unions various software applications that interface with the core such as FICS mortgage servicer, Fiserv Card services, FIS card services and Temenos Lifestyle Management Suite
- Develop job automation tools for routine tasks, including recurring transfers, ACH posts, credit card posts, and member notices using ISE Job Scheduler
- Provide backup support for the help desk and network operations
- Manage day to day tasks associated with the Knowledge Management system and Help desk ticketing system - Novo Solutions
- Manage the Datasafe Specialist, Applications Programmer, IT Specialist, IT Support Technician and Helpdesk Technicians
- Responsible for Datasafe disaster recovery planning and testing
- Oversee and implement IT policies and procedures, including those for disaster recovery, standards, and purchasing
- Manage the day to day tasks associated with virtual servers running on VMware
- Implementation of new mobile applications for iPad and iPhone.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
Education
MASTER OF SCIENCE - IT Management
Western Governors University
Salt Lake City, UT06.2024
Bachelor of Science - Computer Science
Christopher Newport University
Newport News, VA05.2001
Skills
- Decision-Making
- Flexible and Adaptable
- ITIL Foundation 4
- Troubleshooting
- Organizational Skills
- Conflict Resolution
Affiliations
National Society of Leadership and Success
Timeline
Manager, Enterprise Applications
1st Advantage FCU
05.2019 - Current
Core Operations Manager
1st Advantage FCU
07.2017 - 05.2019
Datasafe Operations Manager
ABNB FCU
02.2010 - 07.2017
MASTER OF SCIENCE - IT Management
Western Governors University
Bachelor of Science - Computer Science
Christopher Newport University
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