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Manager Service

San Antonio, TX
March 19, 2018

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John K Wells Sr

**** ********** **. *** ****

San Antonio, Texas 78251



To obtain a challenging position utilizing my education and experience within the Financial Services industry.


JPMorgan Chase 2010-Present

System Access SME San Antonio TX

Provisioned user access to critical applications by establishing a high level of knowledge within a distributed citrix environment.

Served as the Subject Matter Expert escalation point for the Help Desk and other departments by troubleshooting and identifying the impact of the issue and resolve by confidently meeting established service levels.

Initiated, planned, and delivered provisioning process improvements for user access; while creating knowledge base articles for the Help Desk.

Maintained multiple LDAP integration environments for directory management in Active Directory, Citrix, and Sharepoint for 3,200 users. JPMorgan Chase 2010-Present

Risk Analyst Credit Card San Antonio TX

Responded to audits by working with Internal Auditors and Cyber Security Analysts to determine system access level correlated to risk.

Executed processes defined for fraud detection and prevention;while identifying new trends in fraud.

Performed early detection, prevention and minimization of losses through review of suspect transactions as generated by transaction monitoring systems.

Reviewed and analyzed online banking/ ACH transactions to determine fraud activity.

SME GROUP 2008-2010

IT Analyst San Antonio TX

Maintain and support systems for data warehouse and business intelligence

(BI) initiatives, including software, servers, and networks.

• Perform data analysis, testing, debugging, audits, disaster recovery, and problem resolution.

• Research and evaluate technology solutions and present recommendations for improved system operations.

• Create data verification methods and comply with standard system procedures.

JPMorgan Chase 2000-2008

Performance Manager San Antonio TX

Manage relationships, performance and inventory of a nationwide network of internal and external attorneys within various locals.

Act as liaison between attorney offices and operations identifying areas of opportunities and making recommendations for strategy or process changes to improve performance.

Develop action plans based on audit and compliance findings and make recommendations for improvements. Conduct quarterly on-site process, system and performance reviews.

Instrumental in creating and implementing systemic processes, procedural control changes in effort to minimize risk, resulting in a satisfactory annual audit score.

Responsible for forecasting, monitoring, and tracking of firm performance, legal process time-lines and goal, conducting call-outs and process reviews meetings with attorney offices and reporting results to Operations Manager on a weekly basis.

Develop collection strategies for internal/external attorneys, which exceeded corporate month end expectations by 1.5% (2.42MM) vs. goal of 0.9% (1.9MM), $500K improvement.

Review correspondence and documentation received in complex lawsuits, Executive complaints, and FDCPA violations following up in a timely and professional manner.

Instrumental in creating a settlement process for external attorney network, resulting in a 4.5% decrease in witness request for trials and a travel expense savings average of $7K monthly.

Responsible for ensuring all required media and documentation necessary for trials have been reviewed and submitted to internal / external attorneys in a timely manner.

JPMorgan Chase 2000-2008

Finance Unit Specialist San Antonio TX

Provide operational support for departmental units throughout the San Antonio site.

Research and resolve escalated disputes pertaining to unpaid /outstanding invoices, cardholder refunds, credit balance / interest rate adjustments, and reimbursement of insufficient vendor/ cardholder refunds.

Reconcile remittance and invoices sent in from the external attorney networks, for payment of court cost and commissioned based accounts.

Act as liaison between accountings and operations identifying areas of opportunities and making recommendations for invoicing process changes to improve performance and service level compliance.

Instrumental in creating and implementing invoicing inbound & outbound payment process / specialty check process / general ledger reconciliation process / invoicing reconciliation procedural changes, resulting in a satisfactory annual audit score.

Responsible for finance activities end of month reporting, general ledger expense accruals, vendor invoice reconciliations and validation of site equipment tax expenses.

Track and validate internal/external vendor payment(s) complies with service level and contractual agreements.

JPMorgan Chase 2000-2008

Research Specialist San Antonio TX

Provide support to regional attorney network through the facilitation unit of Collections Litigation Support.

Research responses, defenses, and or allegations raised in legal pleadings filed against the corporation, including answers filed in the response to lawsuits, counterclaims, discovery, and fraud.

Review correspondence and documentation received in complex lawsuits, following up in a timely and professional manner.

Maintain log to track status of all research requests from attorney network. Work with attorney network to resolve cardholder conflicts, researching issues raised and information requested.

Provide complete document package to thoroughly prepare witness representing the company at trials and depositions. CIS Technologies 1998- 2001

PC/ Network Technicican San Antonio TX

Installed client/ server software for clients while providing on-site support.

Performed maintenance of PC’s to include hardware / software upgrade within established Service Level Agreement timelines.

Updated existing systems with network functionality by installing and configuring network interface cards within a Windows environment.

Proven skills include problem solving in a Novell Network and Window NT/2000 environment.

US ARMY 1988- 1994

Army Ranger San Antonio TX

Accountable for training records, personnel performance, and strength reporting of assigned unit.

Directly responsible for the discipline, training, morale and quality of life of subordinate military personnel.

Perform annual evaluation reports of personnel; which directly affected the promotion potential of evaluated personnel.

Identified defective tracking systems under stressful environmental condition for return and repair at government facilities. EDUCATION:

National Institute of Technology 2002

A.A.S Network Administration San Antonio TX

Monterrey College 1994-1998

75 Hours towards A.A.S in Business Administration Monterrey CA REFERENCES:

Available upon request

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