Customer Service Sales Representative
Resume:
Rey A. Pagan
Poughkeepsie, N.Y. 12603
********@*********.***
SUMMARY
Technical manager with experience in telecommunications and information
project management in Financial Services, Consulting, Banking and
Information Technology environments. Confident leader and team player
skilled in building and maintaining relationships and communicating with
all levels of employees. Excellent listening skills and willingness to
put forth ideas that achieve solutions beneficial to all parties.
TECHNICAL SKILLS
? JCL ? RACF
? Microsoft Office Access and Excel
? TSO/ISPF ? MVS ? Network
connection (IP addresses)
PROFESSIONAL EXPERIENCE
Bear Stearns/JP Morgan, New York, NY
1998 - 2009
Vice President - Investment Bank, Operations/Business Control Group.
. Project managed and educated business partners by becoming Subject
Matter Expert (SME) and point-of-contact for a variety of hardware for
numerous department/users. Successfully enabled users, for the first
time, to generate documents directly from their workstations.
. Partnered with vendor technicians to streamline installation processes
for hardware replacement upgrades of products.
. Conducted group training sessions in scanning with each
hardware/software subsequent upgrade.
. Created helpful guideline documentation for IP addresses relating to
scanner, printer, copier, and print queue.
. Met and surpassed organizational directives, restricted network
scanner/printer access.
. Engaged and resolved in troubleshooting various network connection
issues with ITG and Helpdesk Center personnel affecting business
partners and user community.
PRUDENTIAL SECURITIES, New York, NY
1997 - 1998
RACF Data Security Administrator - CSG Department.
. Identified, audited and monitored system users in a multi-platform
environment.
. Created RACF IDS as requests are received, sent their requirements to
the data owners for approval and applied access to RACF IDS.
Generated reports and answered/responded to customer concerns and
problems.
. Set and reset passwords for user logins.
CHASE MANHATTAN BANK, Brooklyn, NY
1996 - 1996
RACF Administrator and Consultant to the Vice President of TSG Risk
Management
. Identified, audited and monitored system users in a multi-platform
environment. Requirements based on Price Waterhouse referrals and
Chase's internal audits.
. Coordinated and validated requirements with other departments.
. Generated and documented weekly activity.
BARTECH, Boynton Beach, FL.
1995 - 1996
Customer Service Representative
. Handled customer accounts for the revenue recovery department for the
Florida Power and Light Company.
MACJAMES COMPUTER COMPANY, Coral Springs, FL
1994 - 1994
Sales Representative
. Contacted new clients, maintained client database via TeleMagic,
offered service and support contacts, recommended upgrades to computer
hardware and its peripherals, followed up on a monthly basis, sell
PC's.
IBM PERSONAL COMPUTER COMPANY, Tarrytown, NY
1989 - 1993
Senior Associate Systems & Procedures Analyst
. Cross systems installation and on-going support of OTIS (Order Entry
and Tracking System) for IBM Personal Computer product in Latin
America.
. Identified as the responsible person for the installation of; new
releases, execution of application, problem determination, resolution,
disaster recovery, DASD management, vital records, and customer
satisfaction for diagnosing and resolving country user concerns
supporting 12 countries.
REY PAGAN
Page 2
IBM PERSONAL COMPUTER COMPANY (cont'd)
. Coordinated the Compute Center's consolidation process to ISSC
(Integrated Systems Solutions Corporation) site, an IBM Services
Company.
. Provided support as a point of contact between application developers,
users, and compute center's personnel. Supported in the following
areas of the Helpdesk support, problem analysis and delegation,
primary and backup support for OMP (Order Management Process).
. Used my consulting expertise in IBTS (Integrated Bulk Data
Transmissions) and in doing so, automated, eliminated errors and
improved performance by 20%. Automated IBTS for batch processes and
negotiated Service Level Agreement commitments.
. Streamlined and formulated the RACF (Resource Access Control Facility)
security environment by automating the validation/audit checks
process. Analyzed and configured the RACF environment, improved
security controls, monitored 800+ users and delegated control based on
analyst responsibilities.
. Installed and automated notification process ensuring accurate batch
completion process, saving the analyst 312+ hours in yearly manual
tracking.
. Monitored application integrity, documented all applications to ensure
critical files were identified for vital records.
. Negotiated, coordinated, and implemented procedures for Vital Records
and Disaster Recovery to insure their commitments are met and the
results were successfully tested in an off-site location.
. Supported 5 major applications.
Previous experiences
Held a variety of positions and gained technical experiences in computer
room operations, offset machine operations, and mailroom.
EDUCATION
F.A.U. Florida Atlantic University School of Continuing Education -
Computer Science
Aviation High School - Diploma, Airplane Mechanics, Queens, N.Y.
Technical IBM Education - 960 hours included:
. Project Management Workshop
. Advance JCL & Utilities
. DB2 Fundamentals
. MVS Operator Training Topics
. Personal Effectiveness Program
. Fundamentals of Accounting & Finance
. SQL/QMF Overview & Workshop
. Mapics II for data processing (MAPICS University)
. Operating Analysis & Management Controls
. Operator Education Basic Modules
Additional personal computer education, - over 30 hrs. included:
. Introduction to DOS and Word Perfect
. DOS/Microcomputer Concepts for Netware Users
Working knowledge of M/S Office 2003/2007 products in:
. OUTLOOK
. INFOPATH
. ACCESS
. WORD
. EXCEL
INTERESTS & ACTIVITIES
President, Head Coach/Referee and Equipment Coordinator for the City of
Poughkeepsie Soccer League
IBM Blood Drive Chairperson
IBM Charitable Contribution Campaign
AWARDS
Team Achievement Award for successful MES/2 Installation
Individual Achievement Award for Automating IBTS
Individual Achievement Award for Automated Batch Notification Processes
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