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Customer Service Management

Location:
Florida, NY, 10921
Posted:
June 11, 2010

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Resume:

Juan C. Zuluaga

*** *****. **** ****** ~ Florida, New York 10921

845-***-**** ~ 646-***-**** ~ abmjsn@r.postjobfree.com

http://www.linkedin.com/in/juanczuluaga

Qualifications Profile

Highly accomplished IT Professional with specialized expertise in

information technology, system automation, and business management. Adept

in providing quality business solutions, enhancing operational efficiency,

streamlining workflow processes, and implementing process automation.

Superior leadership talents relating to team initiatives. Proven track

record of project management, solution design, and implementation for

financial services, communications, and customer service. Adept in

regulatory compliance matters including SOX, AML, and GLBA. Fluent in

English and Spanish. Additional strengths include:

( SDLC & Project Management ( Network Architecture &

Infrastructure Design

( IT Auditing & Continuous Process Improvement ( Strategic

Planning & Business Analytics

( System Integration & Programming & BI ( Staff Supervision

& Training

( Business Continuity & Disaster Recovery ( P&L

Responsibility

( Budgeting & Cost Containment ( IT Risk Management

Career Highlights

o Designed and implemented a Money transfer application, Foxpro, which

included accounting, operations, credits and collections, compliance

(Anti Money Laundry), customer service, POS systems, CRM program and

integration with vendors.

o Upgraded all the applications to Visual Foxpro and migrated from

Visual Foxpro databases to SQL 2005.

o Provided companies with enhanced reporting tools including Business

Intelligence tools.

o Spearheaded efforts to improve the AML application and led the

integration for the operations application with the accounting

software SAGE Pro 7.0.

o Maintained full responsibility for SDLC, Disaster Recovery, Business

Continuity, IT Risk assessment, IT Policies, and IT Audit.

o Played a key role in relocating the data center from New York City to

Lawrenceville, GA.

Professional Experience

IT Consulting, New York, NY ( 2009 - 2010

Provide consulting about software integration to Quisqueyana Inc, Pronto

Envios.

Intensive training in C#. Net, Java,DB2, IBM Infosphere Change Data

Capture (CDC).

QUISQUEYANA, INC., Lawrenceville,GA ( 1993 - 2009

Industry leader in providing secure telecommunications and money transfers

to foreign-based families and relatives.

IT Vice President

Directed a 15-member team of technical professionals in all aspects of

international IT operations including strategic planning, solution

development and implementation, security, disaster planning and recovery,

and regulatory compliance. Evaluated developing technologies to determine

application and effectiveness within Quisqueyana's operating environment to

facilitate a competitive advantage on a global scale. Collaborated with

executive team to leverage technology to meet current and future operating

requirements. Cultivated and managed relationships with on-shore and off-

shore vendors and contractors. Executed project management and budgeting

functions.

o Designed and developed the software that supported the back and front

office for the money transfer service, which encompassed Point of

Sale, Credits and Collections, accounting, customer service, Anti

Money Laundering, and agents support.

o Created the software for delivery of money remittances in Dominican

Republic.

o Designed and developed the on-line money transfer website for

customers (www.cashpin.com) and agents (www.moneytransmittals.com).

o Developed the interface between the operational application and

accounting package SAGE 7.0, which included updating the GL, AP and

Bank Reconciliation modules.

o Incorporated quality management methodologies to streamline IT

operations.

o Devised and deployed IT solutions to attain anti-money laundering

(AML), Sarbanes-Oxley (SOX), and Gramm-Leach-Bliley (GLBA) compliance

for regulatory agencies and business partners.

o Integrated the in-house AML compliance application with Optima

Compliance Software and ECO.

o Formulated the IT risk assessment, IT Road Map, and Business

Continuity Plan.

o Coordinated the IT Audits and prepared data for AML Audits for

regulators.

o Spearheaded efforts to approve change management, test plan, and

release of all applications.

o Directed the design, testing, and execution of comprehensive security

solution, which included extranet and intranet applications, disaster

recovery and business continuation strategies, and IT auditing

processes, which facilitated transaction growth of 3K per month to

450K per month.

o Developed VoIP solution for branch locations to reduce communications

costs by 55% and transition to Internet-based data communications to

save more than 80% in processing costs.

o Coordinated software migrations from Cobol to DOS FoxPro to Visual

FoxPro to SQL 2005.

FINANCIAL CORPORATION OF CALDAS, Manizales, Colombia ( 1991 - 1992

Colombian-based provider of financial services with 14 locations.

Systems Analyst

Provided leadership and direction to a team of 2 developers to gather

business requirements to design and implement new applications to support

financial services and operations in IBM-AIX environment. Handled hardware

and software technical support. Created, prepared, and analyzed reports to

aid in operational decision making.

o Led the migration from RPG II application to INFORMIX for AIX.

o Investigated packaged solutions to recommend effective database

application.

Education & Credentials

Bachelor of Arts in Systems Engineering

Autonoma University, Manizales, Colombia

Intensive UNIX,AIX and SQL Training Program

IBM Certified Institute, Bogot , Colombia

Credentials:

MCSE with Security ~ MCSA with Security ~ MCDBA ~ MCP

CompTia Security + ~ Brainbench Certified FoxPro Programmer

Technical Skills

Platforms: Microsoft Windows, UNIX, LINUX, Novell, MS-DOS

Languages: C, C#.Net, JAVA, UNIFY, Visual FoxPro, Visual Basic, ASP, HTML,

Winforms

Software/Tools: FTP/Internet Protocols; Crystal Reports; Wise; Sybase;

PowerDesigner; Microsoft FrontPage, Map Point, Data Analyzer, Project

Manager, and Office Suite; MySQL; SQL 7.0; SQL 2005; DB2,MS OLAP; CUBES,

SSRS (SQL Server Reporting Services), SSBI (SQL Server Business

Intelligence), Visual Studio, SAGE 7.0 Accounting

Networking: Windows Servers, Windows OS, Active Directory, MS Exchange,

Blackberry Server, Quintum VOIP.



Contact this candidate