software engineer

senior software engineer

staff software engineer

director

senior director

Visa

VISA, INC., MIAMI, FL                                                                                                          2008 – PRESENT

Operations Support Center
Sr. HELP DESK SUPPORT	
		
•	Actively participate in Crisis and Incident Management.  Report, troubleshoot and monitor system issues or outages until services are restored (Levels 1 – 3).
This process includes, but is not limited to:  
o	Initial triage of all reported system issues:
Actions performed by the user, steps taken; replication of the issue with determination that it is reproducible in other environments (i.e. BRP, Training, Test/UAV), gathering of error codes or responses, variances seen when other actions are performed
o	Accurate impact assessment:
Complete impact assessment to determine number of users impacted, with overall percentage comparison of population affected; determination of alternate processes in place (“work-around”), potential impact to service level agreements (current and future)
o	Incident escalation
Incident creation in BMC Remedy (“Viper”); accurate severity assignment based on impact assessment performed; ensure prompt and proper incident assignment to the owner group responsible for investigation/coordination, ensuring high-severity incidents are routed via in-house Service Desk for immediate conferencing with Support teams;  accurate categorization of CI (configuration items), make accurate recommendations for high-severity incidents to ensure proper on-call Support teams are contacted, reaching out directly for adequate resources as needed; participate on established bridge conferences, working with Support towards resolution; perform post-resolution validation as required
o	Notification process
Ensure all relevant personnel and management teams are aware of any current severity issues that have a detrimental effect upon Production, providing timely and accurate updates as new information is received, provide current impact assessments and SLA impacts, make recommendations for alternate processes or workload/workforce allocation modifications that may be needed to ensure services are interrupted as minimally as possible; provide resolution notes with Executive Summaries for distribution internally as well as externally to Clients that may have been peripherally impacted.

•	Daily use of BMC Remedy Tool (“Viper”):
o	Incident Management
	Creation of new incidents (see above)
	Follow-up of existing incidents:  ensure proper escalation to Support teams, ensure that timely updates and progress are being documented, provide additional information or request updates via email system available via Remedy
	Proper follow-up and closure with original requestor(s).

o	Change Management
	Monitor Change Calendar for relevant changes that may impact our global Call Center.
	Determine system impact; challenge any unclear information to ensure that proper impact assessment is provided
	Coordination:  work with Support teams to ensure that changes are scheduled during times that will least impact Production and existing service level agreements (SLAs)
	Notification process:  ensure outage and service interruption notifications are distributed that clearly outline the system/application affected, maintenance window(s), total impact duration, clear impact assessment, alternate processes that may need to be put in place during the maintenance window(s).
o	Problem Management
	Root-cause investigations:  research and/or compile root cause investigation results and provide Clients/Partners with in-depth analysis, particularly when service goals have been compromised.
	Executive Summaries:  provide management teams with incident summaries containing in-depth analysis and description of any high-severity incidents after root-cause investigations are completed.

Additional duties/projects:
•	Client-to-Client; Client-to-Vendor Bridge Support.
•	Contribute to process improvement initiatives, i.e. IT, strategic or administrative processes.
•	Manage Call Center Operations: monitor service levels, occupancy, abandon rates, etc., making staff allocations as necessary.
•	Lead Emergency Response Team (ERT) coordinating activities, documentation, training of staff.
•	Expert knowledge of Genesys (IWS, WFM, CME), CMS, Avaya call routing programs.
•	End-to-end processing of on-boarding and off-boarding activities for Call Center employees; follow-up audit activities related to the same.
•	Conduct and/or coordinate day-to-day activities at the Operations Support Center including, but  not limited to:  creation of incident records for escalation, actioning ad-hoc requests received via email, inventory management, security and facilities liaison
•	Responsible to coordinate quarterly audit activities for those applications for which we are Access Custodians; ensure user access and level of accesses are audited for compliance.


GCAS Customer Care Services – Data Management
Service Support Specialist
•	Exchange and maintain information between cardholders, issuers, merchants, acquirers, members and product offices.
•	Provide level 1 call support, email support, entitlements and enrollments for the Visa products (i.e. Visa Online).  Own Level 1 issues through to resolution, working with Business or Development groups; troubleshoot and escalate to Level 2 as needed.
•	Provide day-to-day support to Visa client institutions to ensure customer expectations are exceeded.
•	Set-up new users, reset passwords; identify, troubleshoot and resolve processing, application usage or business issues.
•	Respond to customer inquiries relating to general functionality support for Visa products.
•	Educate clients, customers and colleagues on product and basic software applications, usage, and functionality.
•	Data entry in multiple internal Visa applications.
•	Responsible for compiling and publishing daily reports/spreadsheets on department progress.





Joining Visa was the worst career move ever in all my years of being in the workforce. 
I should have first seen the red flag when I waited more than a month's time for a background check clearance after my initial job offer at their onsite Career Fair. At their onsite Career Fair,  I went through 2 interviews and passed 2 online tests. All on malfunctioning computers I might add. The whole Career Fair process was said to take only two hours, but it lasted six hours total where I didn't even have time for lunch.
 While waiting for my background check I never heard from anyone to confirm my employment. I called and emailed HR several times during the month but kept getting told that someone would call back with an answer.  I received the call 3 days from when I was said to start.
Upon recruitment they sell you on a dream marketing their company "perks" (ex. benefits, state-of-the-art facilities, foosball, ping pong tables, updated décor and huddle rooms) as they try to compete with newer high tech companies, wanting to be an "employer of choice". You soon see through the façade within a day or so of walking through the hallways and quickly learn why when you toured the sterile facilities during Orientation, relax lounges stayed clean and empty. 
During break and lunch everyone hurries like animals to quickly, and quietly eat alone staying out of site. No one dares pick up ping pong paddles, touch the foosball tables, sneak out a chuckle or make possible eye contact with one another. Shower curtain covered Huddle rooms are used for fetal position hiding while talking silently on phones. Mixes of shell shocked, stern faced robotic employees walk around as if someone constantly watches your every move through the cameras located all throughout the newly remodeled, state-of-the-art facilities. 

Customer Service Associates are given 1.5 weeks of training then thrown deer-in-the-headlights confused at the front lines handling diverse customer service calls under strict compliance guidelines which upper management themselves are unclear and untrained to handle. In bound calls were either abusive or threatening from very angry customers who felt robbed of funds, or victimized elderly who simply didn't understand.

Asking help from upper management was not encouraged so no one dared ask for direction. 
Management constantly states they're all there to help support and guide you in succeeding but at the same time you know they're writing reviews, scrutinizing for every question asked and screw up made, just to have that one excuse to end your at will employment. No one wanted to hear your ideas. It's their way or the highway.

I feel pretty seasoned working in fast paced environments prior to Visa. But take note from Hunger Games because it's like never knowing who momentarily has your back, or ready to stab you for a power play on your job position.

It's simply a demoralizing environment where dumbing oneself down is the safe way to keep a job.

Hardest part of the job was just getting through each day waiting  for the last hour to pass. Best part of the job was being able to walk out the door and breathe. 

Even out of desperation don't even think about a possible employment with Visa. Stay away!

•	Involved in complete life cycle of software development including designing, developing, testing, and deployment of application.
•	The base architecture was designed as per the MVC architecture using Struts Framework. 
•	Developing Intranet Web Application using J2EE architecture, using JSP to design the user interfaces and JDBC for database connectivity. 
•	Creating word documents using Java APIs in Client implementation. 
•	Developed several web pages using JSP, struts-Taglibs, HTML, AJAX, XML and XQuery. 
•	Coding Struts Validator for Client and Server side validation.
•	Developed Struts Action classes using Struts controller component. 
•	Used JavaScript to perform checking and validations at Client's side by integrating JavaScript with JQuery library. 
•	Created SOAP Web service message. Involved in Sever side validation based on the Business rules. 
•	Developed server-side common utilities for the application and the front-end dynamic web pages using JSP, JSF, JavaScript and HTML/DHTML and CSS. 
•	Involved in the development of server side application pages using JSF framework. 
•	Used JMS to queue the messages. 
•	Extensively developed supporting Java Beans Components. 
•	Developed Stored Procedures, Triggers and Packages in Oracle. 
•	Developed DAO pattern for Database connectivity. 
•	Design and develop Form and Action classes across the modules for business logic. 
•	Eclipse is used as an IDE for the development of the application. 
•	Used JBoss application server for deploying project in production environment. 
•	Used JDBC API to establish connection between Java and Database. 
•	Written SQL queries, stored procedures, modifications to existing database structure as required per addition of new features. 
•	Creation of scripts for generation of reports. Implemented test cases for Unit testing of modules using JUnit. 
•	Used ANT for building the project. Used CVS for version control. 
•	Actively participated in release management and post implementation support.
•	Used Hibernate as ORM tool to store the persistence data into the MySQL database.

When you hear the word Visa you think of a great company and top tier customer service.  Everything looks good from the outside. I’ve worked for this company for six months and I can tell you it’s all smoke and mirrors. If you’re looking to get your foot in the door to possibly use Visa as a stepping stone, I would highly suggest. There’s more movement side ways than upwards. The management cares more about hitting their numbers rather than focusing on a representatives development. Most of the people I’ve met there have worked in the same position for eight plus years and they are they are content at the position that I recently took a role in. I live in Austin so the pay isn’t the best compared to the cost of living. I actually left a better paying job thinking this job with Visa would be a better opportunity. I’m almost living paycheck to paycheck at this job. I was hired along with 20 other trainees and now there are only eight of us. From issues with being told a different salary to agreed upon work scheduling issues, it’s a headache. I would recommend this job if you are desperate for a job or have a secondary source of income. This position is very repetitive and you work with multiple applications in your system. The 3-6 month bonus is $300-$400 if you meet your metrics which include attendance, call quality and adherence. The attendance policy basically goes you accrue a certain amount of PTO every paycheck period which is 6 hours. Which isn’t anything. Any time that you take off your PTO will automatically front load to cover the day off. They have blackout days which are holidays. These days are mandatory and if you miss work on a holiday it will cost you basically two days worth of PTO. The best thing this place has going for it are the building amenities, hybrid work and medical benefits. I am currently looking for a new job. 

My Visa experience has varied over the last few years, I was able to move up the ladder (5 levels) and see how each level and position varies throughout the company. 

Pros:
-Visa as a company provides great healthcare, allows staff to take various training and certifications and provides good education reimbursement programs.  

Cons:
-The IT operations world will change one's character. Metrics will prove that every team is incredibly under staffed, some teams of 3-4 do the work of 10+ per shift. There is no work life balance, you will be expected to occasionally take lunch (at your desk), work overtime to cover other shifts, and some weeks work 7 days straight (12hr days). Even when you are maxed out on PTO and you are no longer accumulation hours, be expected to lose your earned PTO hours as you can't take any to ensure the business stays afloat. 

-Job security has also changed over the years. The first 6 years with the company we went through one reorg that resulted in layoffs. The past few years we've experienced about 4 organization changes a year, leading to multiple layoffs and poisoning staff morale. It doesn't matter how well you perform and extraordinary your yearly reviews are, you never know when your time will come. 

-HR department is a mess:
New employee gets an offer letter to start on Sept 1st. He shows up on his scheduled start date, HR forgets to put him in the system and tells him to come back in a week. 

-Someone from your team getting laid off? 
HR forgets to inform the mangers of the reorganization changes which causes the managers to be blind sided by angry staff members who got unexpectedly laid off.  This lowers the level of trust that the remaining staff has with their managers.

-Hiring someone? 
HR/Recruiting normally goes through a process of screening all candidates before sending to the hiring manager which no longer happens. Candidates with no IT experience are now being pushed forward for positions such as Team Leads for the data center.

Duties maintaining all aspects of  4 buildings (1,000,000 sq ft) operations including emergency generators; UPS’s; VAV’s; A/C’s; Heat pumps cooling towers; electrical; plumbing; VFD drives; energy management systems; boilers; etc.   I am a knowledgeable team player willing to assist, help, and train others. Coordinates daily operations and assists with supervision of personnel within assigned areas of service to ensure the building automation systems are running efficiently and effectively. Responsible for supervising the maintenance activities of personnel (5 Journeyman and 3 Building technician).  Create and revise all operating and maintenance guidelines for the Maintenance & Engineering Department.  Participate and support the Director in development of the annual budget, including operational and capital budgets.  Ensure compliance with all applicable regulatory guidelines, requirements, standards and codes required (EPA, OSHA, safety program, CFC handling, etc.) for the facilities and engineering department. Oversee daily scheduled work assignments, project staffing, and preventative maintenance (scheduled and completed).  Prioritize work orders and team projects, requisition parts, materials and supplies needed to maintain systems in good working order. Manage contractors to ensure work is completed correctly, on budget and on time. Review, modify and write preventive maintenance standard operating procedures. Ensure that all scheduled and unscheduled work orders are completed in a timely manner and that all repairs, adjustments and replacement of equipment and components are documented in the IFAMS.

•	Manage 2nd level technical support and operational customer service needs for Visa Client Institutions (General Support Team, First Tennessee Bank, BB&T, Desjardins) using one or more of the Visa supplied software products and provide reporting and portfolio management for assigned products.
•	Provide day-to-day support to client institutions including response to customer inquiries related to moderately complex web-based software applications issues or questions and ensure customer expectations are exceeded.
•	Identify, troubleshoot, and resolve moderately complex processing, application usage, or business issues.
•	Produce customer and departmental reporting for tracking customer or service issues. Proactively identify and own issues through resolution working with business or development groups.
•	Ensure Level 1 support service levels are met or exceeded.
•	Support user acceptance testing for implementations and software releases.
•	Understand customer needs, business requirements, and priorities. Develop solutions and recommendations based on business needs.
•	Act as liaison for customers between other Visa groups, including the Product Office, Development, and Level 2 Support.
•	Develop tools and educate customers on software applications, usage and functionality.

-Great solid corporation to work for if you like big corporations.
-Very difficult to adjust from a job-culture aspect after working many years with small start-ups.
-Totally dysfunctional place to work. Too many different departments; no one knew who was responsible for what, and it was impossible to get anyone to take ownership of anything. 3 (or more) different IT groups, multiple databases for support personnel to log into to do their jobs, but no centralized repository of information or even common login credentials to the different databases. No oversight from management as to whether you had the tools required to do your job. 60% of your day would be spent trying to figure out where the critical information was kept in order to perform your job duties. Upper management had no clue what it was like to work there actually doing the job. They just paid lip-service when they promised to improve conditions. Immediate line managers didn't know how to delegate responsibilities and get the best out of their teams. Emails would have multiple distribution alias addresses, which when expanded would contain hundreds of members...no one knew who was taking ownership of stuff, and no one stepped forward to stake a claim to anything. Everyone always hid behind the crowd. And --- not that I've got anything against ethnic diversity --- I enjoy a good vindaloo curry and naan bread just as much as the next guy, but if you got off on the wrong floor in the elevator, it was like the Twilight Zone and you'd stepped out into a street market in Mumbai.

I've worked for Visa International for five years. As a valuable employee this company had many ups and downs. The pay wasn't bad and benefits was great. The only issue was being a Customer Service Representative you can become burnt out due to being over worked and often you would have to keep putting in vacation requests which sometimes took awhile to answer back. The hours was great with occasional overtime which sometimes could be much or even having to do a earlier working shift to cover for other employees who didn't want do their  jobs properly. Far as the corporate later goes you had to work for this company a very long time to reach the top which at some point people began to run out of patients and felt like they was going no were fast. Toward the end as I saw it coming they began to fully outsource their employees which means paying people who are half way around the world for less and no need for Americans. Which totally demeans the value of this company since being laid  off and was offered to move with the company but no raise or bonuses enough to cover for the expense of moving. So in all if you sign up with this company be prepared for some challenges and sometimes cut throating to reach the top along with either going international or going to some state in America were things are more expensive.


Visa provided an excellent opportunity to grow professionally and work with talented colleagues across multiple countries and business functions. The company offers competitive compensation, flexible work arrangements, and exposure to complex projects that can significantly enhance your skills and career development.

I appreciated the collaborative culture and the chance to work with clients throughout Latin America and the Caribbean. Leadership generally encouraged innovation and continuous learning, and the experience helped me develop expertise in payments, cybersecurity, risk management, and compliance.

Like many large organizations, priorities and structures can change quickly, and decisions related to reorganizations may sometimes feel disconnected from the impact on employees. However, the overall experience was positive, and I would recommend Visa to professionals looking to build expertise in the payments industry while working with highly capable teams.”

Pros:

* Competitive pay and benefits
* Flexible remote and Hybrid work options
* Strong brand and career development
* Talented coworkers
* Exposure to global projects

Cons:

* Frequent organizational changes
* Reorganizations can create uncertainty
* Large-company bureaucracy at times


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