IT Specialist
Resume:
Career Summary:
Results oriented financial industry professional with 21 years’ experience in bank operations and technology management. Demonstrated expertise in the areas of business process improvement, delivering optimal client solutions, achieving operational efficiencies and ensuring strong risk management control. Experienced in supporting development and implementation of quality systems. My solid history of complex technical support, planning and coordination for final Users. Performed more than 300 implementations, and resolutions of complex desktop computer, operating system, application software and hardware technologies and associated problems. Fully Bilingual.
Hardware: - IBM S/88, IBM4341, IBM4381, AS400, S/1, VAX and HP, PC’s.
Software: - IBM MVS/ESA, Vtam, Cics, Dbase I & II, Cbolweb, RCO, RFH, Cosmos, Basic
Cosmos, Cics Ftn, Windows, Citidirect, ACH, Matchpaid, ECB, Citibanking,
Lockbox, Rems, CBII, Paylink, Positive Pay, Procomm Plus.
Telecommunications: - FTP, Bisync, Async, SPC, LAN, Telnet, NDM, TCP/IP.
Professional Experience:
Independent IT Specialist May 2009 - Present
Worked with different companies with networking, computers, peripheral device implementations,
Installations, replacement, configuration, technical support, and computer related issues. Ensuring customers satisfaction and recommendations with new projects for different clients.
Citibank N.A., Cupey, PR May 2005 to May 2009
Customer Service Manager
Responsible for coaching, motivating, monitoring and managing a group of six customer service representative. Ensure all processes, procedures and service standard are consistently followed by the department. Provided direction and leadership to the team; ensured high-level customer service is maintained. Managed the risk, Compliance and Control function of the business. Retained and improved employee satisfaction and morale. Ensured sound staff management and development; Sound understanding of operations. Provided on the floor guidance, training, feedback and motivation to the team and conduct formal appraisals and performance evaluations to improve the performance of team members.
Citibank N.A., Cupey, PR July 2001 to May 2005
Product Implementation Specialist
Coordinated product Implementations and training customers. Managed the end to end implementation process for local and Regional Electronic Banking products. Served as liaison between customers, operations, systems and product management areas in resolving customer issues during the implementation process. Managed and participated in special projects and initiatives related to the improvement of processes, services, and products.
Citicorp Services Inc., Fort Lauderdale, FL February 1995 to July 2001
Help Desk Manager
Responsible for assisting the regional messaging center with the process and monitoring of all electronic messages, control and liaison. Ensured the response levels for the service desk incident management queues were maintained. Demonstrated willingness to learn quickly and understand the environment supported. Effectiveness in organizing individuals who will demonstrate control over a highly changeable and dynamic environment.
Education:
UNIVERSITY OF PHOENIX, Guaynabo, Puerto Rico June 2010 – September 2014
Master of Business in Business Administration
GPA 3.69
Top Skills:
Clients technical support satisfaction liaison operations
Other Core Competencies:
Training confident help desk incident management service desk networking
Audit customer service customer service manager receptionist retail
Sales database information security product expertise
Languages:
English and Spanish both fluent.
References:
1-Carmen Vélez Moreno
acrgsv@r.postjobfree.com
Friend
2-Edgar Acosta Robles
acrgsv@r.postjobfree.com
Supervisor
3-Rosa Estrella Otero
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Supervisor
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