Robin G Calkins 720.971.0132 rccacba2@westpost.

net
11781 W Lake Avenue
Littleton, CO 80127
________________________________________
Summary & Professional Experience: I worked for Fiserv Investment Support Servic
es for over 20 years in various positions within the company. All of my position
s within that company had an emphasis in customer service and required strict ad
herence to privacy policies. I started with the company in an entry level positi
on and quickly rose through position upgrades and promotions. I was part of a sy
stem conversion team where my knowledge of the prior system application and quic
k grasp of the new system was rewarded with being recommended to the Application
Support Team. Although I was slated for lay off due to general downsizing and d
isbanding of my department, I was asked to stay on through the reorganization of
the company to ensure a smooth transition to the new system. At the end of that
period I was laid off from the company. The company is now known as Lincoln Tru
st Company; 717 17th Street; Denver, CO 80202; 303.658.3000.
Application Support Specialist (November 2003 - January 2009) I was responsible
for taking system user calls to aid in troubleshooting problems with the posting
application (SunGard Global Plus system). Our department handled upwards of 35-
80 calls daily using a rotating phone schedule (2 on, 2 off). I was responsible
for support on both the production and test environments. I acted as liaison bet
ween the business units, technical support and development support as needed. I
participated in projects for system and process improvement both as a participan
t and as facilitator and at time business analyst with my main emphasis on aidin
g the business units in what could or could not be done with regard to system li
mitations and interaction to other files/systems. I worked closely with our serv
ice vendor to resolve issues that could not be handled in house and assisted wit
h new software releases and updates as scheduled. I was also the point person fo
r in house code changes to the application as well as negotiating code changes w
ith SunGard for shared memory files. Our department participated in FDIC, GLBA,
Sarbanes-Oxley and internal audits for both system and service level agreement
compliance.
System Mapping Coordinator, System Conversion (June 2001 - November 2003) I was
responsible for reviewing the system requirements for the new system, analyzing
the differences and similarities between the new system and the retiring system
and determining if there were any gaps. I researched any gaps, wrote gap analys
is and proposed solutions for closure or workaround processes. I determined what
data would be mapped directly from the retiring system to the new system and cr
eated mapping documents to transfer that data. I also determined data that could
not be mapped into the new system and created documents to transfer that data i
nto an ancillary file system. I worked closely with the functional experts and o
n site database personnel to ensure the smooth transition of data.
Functional Trainer (February 1999 - June 2001) I was responsible for developing
the materials and content to train system functionality to new and existing empl
oyees and to train that material as needed. I also developed and trained beginni
ng and intermediate Microsoft Office Skills for Word, Excel and Power Point. I a
lso developed and taught client services classes with emphasis on phone and e-ma
il etiquette and handling difficult clients. I also assisted with the developmen
t and training of soft skills such as New Employment Orientation, Disaster Recov
ery, Graham-Leach, Bliley and Individual Retirement and Qualified Retirement pla
n training. I also assisted in the planning and execution of a mini orientation
and activities for Bring Your Child to Work day as well as occasionally providin
g editing assistance and revision writing of plan documents and brochures.
Client Relations, Interim position (April 2001 - June 2001) This was an interim
position to allow me flexibility to do conversion research and analysis as well
as some training duties while filling in for a lack of staffing in the Special A
ssets business unit performing client relations, special asset processing and tr
aining of new employees to that business unit.
Lead Client Relations and Operations Representative (September 1997 - February 1
999) I was responsible for providing client relations to external customers with
in a high volume, specialized team with emphasis on clients holding real estate
and trust deed assets in their retirement accounts. I competently resolved issue
s with difficult or upset clients with little or no supervisor or upper manageme
nt assistance. I acted as liaison between co-workers and supervisor and also per
formed supervisory duties in the event of his/her absence that included limited
decisions with regard to minor disciplinary actions. I was responsible for the r
eview of paperwork regarding the distribution or transfer of outgoing accounts a
nd the receipt of incoming accounts prior to sign off and also reviewed, edited
and approved outgoing correspondence. If requested I would review and edit inter
nal and outbound e-mail I also reviewed and signed off on paperwork. I was respo
nsible for training new employees and new functions as needed which included how
to answer the phones and inquiries. My duties included writing, updating and ed
iting new and existing procedures working with the supervisor and team to stream
line processes within the department. I also created relationships and establish
ed contacts with transfer agents and other vendors and participated on the commi
ttee for Y2K preparations which included writing test cases and monitored testin
g.
New Accounts Processor (July 1996 - September 1997) My duties included receiving
new plan documents and establishing the new account on the posting system. I pr
epared paperwork to expedite the transfer of assets and cash to the new account
and then posted the assets and cash to the system when received. I would corresp
ond with the new client on the phone or in writing if further information was ne
eded or if issues arose that needed to be resolved in order to complete the tran
sfer in. I conducted dialog with back office contacts to ensure smooth transitio
n of assets and cash to our company.
SMAC-Securities Movement and Control and General Assets processing (May 1995 - J
uly 1996) I was responsible for verifying and processing trades and asset movem
ent through the Depository Trust Company (DTC). Performed reconciliation of fund
s to be disbursed or received from the Depository Trust. I was also responsible
for executing Treasury Auction activities monthly and generating purchase/sale d
ocuments and correspondence for limited partnerships, annuities, mutual funds an
d other general assets. I maintained dialog with transfer agents, back office pe
rsonnel and clients to ensure proper settlement and movement of their funds and/
or assets.
Fiduciary Trust Processor (January 1993 - May 1995) I was responsible for perfor
ming various recordkeeping and maintenance duties for Fiduciary Trust accounts t
hat included payment of invoices and disbursement of requested funds within the
boundaries of the trust. I also prepared reports and documents for the Trust Rev
iew board, received and posted pre-need deposits for Funeral Trusts and provided
copies of documents as requested by the trust fund recipient or their represent
atives.
Sr. Distribution and Transfer Out Administrator (April 1990 - January 1993 and D
istribution and Transfer Out Administrator (March 1988 - April 1990) My first pr
oject was to clean up a back log of assets needing to be re-registered to a new
custodian or from a previous custodian to our company. Once this project was fi
nished I was integrated into the Distributions and Transfers Out department wher
e I received and acted on requests from our clients to either close and move the
ir accounts or to take a partial distribution of their account which included th
e required minimum distribution at age 70 . The duties required were to review t
he paperwork received and the account for any discrepancies or omissions and the
n to fill out all paperwork needed to complete the request. I also requested a c
heck or wire for any liquid funds to be sent to the next custodian or to the cli
ent. I did this both for Individual Retirement Accounts and Qualified Retirement
Plans. I was instrumental in streamlining the transfer and distribution process
for this business unit, instituting a transfer packet that would go to the new
custodian for process that eliminated multiple mailings and requests for signatu
res. I was promoted to Senior position which required the additional duties of r
eview and sign off of transfer out, distribution and re-registration paperwork.
Within 6 months made authorized signer on most documents. I became adept in proc
essing Qualified Plans and specialized (divorce, real estate, trust deed) transf
ers/distributions.
Skills - I have excellent written and verbal communication. I am able to multita
sk, have good attention to detail and I'm very organized. I am flexible and adap
t to change easily. I have a professional, positive attitude and have experience
with projects, analysis and facilitation. I have intermediate skills in Microso
ft Office XP and 2007 applications including Word, Excel, PowerPoint and Outlook
.
Education: Texas State Technical College System, Waco, TX (1978-1979) Veterinary
Technology-50% comp.
Everman Senior High School, Everman, TX (1974-1978) graduated 3.875 GPA
Mountain States Employment Council, Denver, CO - Received training certification
2003
Arapahoe Community College, Littleton, CO - creative writing
Additional Experience & Publications: I also have experience in retail, banking
and working with event planners. I also have extensive volunteer experience wit
h Dakota Ridge High School working as a booster parent, PTSA Vice-President and
Co-chair of the DRHS After Prom event. I have a poem published in an anthology;
America at the Millennium, International Library of Poetry, Watermark Press whic
h has also been published online at Poetry.com and I have articles published thr
ough YourHub.com, Denver Newspaper Agency.
References: Victor Musielak, 720-277-6608 (Former Supervisor, Fiserv ISS)

Nicole Hemken, 303-909-3434 (Developer)

Ava Campbell, 303-808-1443/303-933-4069 (Music Teacher,
Ute Meadows Elementary)
Amber Gipson, 720-394-7844 (System Support, Wells Fargo
)
Marilyn Duckett, 303-901-2568/720-373-2289 (Administrat
ive Coordinator, City of Sheridan)