Implementation Specialist Customer Service

Clement (Clem) Arteaga

Orlando, FL 407-***-**** *******@*********.*** linkedin.com/in/Clem-Arteaga

PROJECT IMPLEMENTATION SPECIALIST

Diversified project implementation specialist with solid experience in project management, collaboration, and process improvements. History of success collaborating across organizational boundaries, partnering with clients to understand business needs, and deliver in-scope products and services. Motivated, energetic, fast learner who takes pride in achieving best possible results. Adapts quickly to business requirements, while exercising sound judgment and providing exceptional work product and customer service.

KEY AREAS OF EXPERTISE

Project Management • Communication Skills • Attention to Detail • MS SharePoint • Documentation • Project Plan Designs • Data Analysis • Change Management • Problem-Solving

TECHNICAL

LAN/WAN • Juniper / Cisco VPN-FW • Wireshark • Atlassian Confluence • ServiceNow • Web & Digital Tools • F5 • Jira • MS Office (Word, Excel, PowerPoint, Access, SharePoint, and Project)

EXPERIENCE

Fiserv, Lake Mary, FL (Remote) 2019 - Present

Project Implementation Specialist, 2020 - Present

Built and supported 27 Card Services Credit clients to grow their credit business portfolios. Converted/migrated new and existing clients from other processing platforms to a more modern digital cardholder experience. Moving from a very manual, multi-step process to a more streamlined, automated delivery model to drive scale and quality.

Migrated new / existing consumer and commercial clients from end-of-life online platform to state-of-the-art digital online website providing cardholders more convenient and secure account access in their preferred channel.

Served as the primary point of contact from project’s initial discovery phase through completion of warranty phase.

Logged project details and maintained documentation via the team’s SharePoint repository.

Managed risk, identified blockers, escalated as needed to ensure project commitments are met on time with a high degree of quality.

Oversaw User Testing Cycle, including issue documentation, tracking, and resolution.

Contributed to reports on digital online banking product development and design.

Network Analyst I 2019 - 2020

Supported the US Bank /ELAN migration project in converting 2200 USB Client Automated Teller Machines (ATM) to the Fiserv platform. Responsible for isolating and diagnosing the ATM terminals common network communication and software problems by utilizing various technical / non-technical management tools.

Analyzed and validated the ServiceNow Workflows key data fields ensuring good data correlation was maintained within Tandem systems, which reduced downtime, errors, and met service delivery targets.

Administered systematic approach in troubleshooting methodology by utilizing a root cause analysis approach to problem solving in an ATM environment. Utilized various types of emulating systems to complete the tasks and partnered with our engineering team for support when needed.

Utilized the Outside View Tandem emulation application to perform technical processes to remotely transport the (Triple Des Encrypted Keys) and other files to the ATM. Troubleshoot the TLS1.2 [Transport Layer Security] protocol uploaded by the field technician and recommended fixes where as needed. Ensured the ATM can secure TCP communication with the Fiserv host.

Supported Fiserv’s business partner [Ventus] with their router upgrade project. Collaborating with our business partners and providing end-to-end support.

Upgraded our business partner routers. Acted as the primary client facing contact in coordinating the activities and closing the project. Closely worked with our Ventus technicians and the client in disposing of their end-of-life network routers and installing the upgraded router. Recorded project progress and provided status to the stakeholders and leadership.

Clement (Clem) Arteaga 407-***-**** Page Two

Troubleshoot and performed a health check on the new router ensuring the new router can communicate with the Fiserv host. Ensured all the ATM terminals can process successful transactions.

AT&T, Lake Mary, FL 2002- 2019

Professional Network Support

Served as primary support of network operations; remotely monitored thousands of network devices domestically and internationally; provided end-to-end services, identified sources of problems, and resolved configuration/network issues for ATT. Supporting Load Balancing MACD projects and providing 24X7 advanced technical support to Tier I & II.

Acted as a point of contact for performing chronic network utilization study; took proactive measures to prevent network performance degradation to our business.

Worked with the Team to protect the network from a global virus attack by performing ACL block/unblock from the WAN/LAN environment in a timely manner, preventing virus from spreading enterprise wide.

Implemented processes, controls, and measurements to deliver high ticket quality performance aimed at reducing MTTR and improved service to the client community.

Served on a team project improving the Automation and Optimization to reduce ticket volume, reduce ticket handling time, improve ticket correlation, and meet business objectives.

Monitored and processed high priority incident tickets in a timely and accurate resolution, which minimized service impact and adhered to the standard SLA (Service Level Agreement).

Provided Sniffer support and captured analysis on various high-visible incident reports. Including issues relating to interconnectivity issues, and various throughput/response time issues from various application support.

Executed change controls as requested for planned maintenance to resolve technical issues such as routing, software upgrades, hardware repairs, fail-overs.

Participated on 24/7 On call Tier II supporting First Responders with various issues and restoring major outages.

Served as a mentor to offshore First Responders of Singapore, India, and Slovakia. Trained them with detailed instruction on the network architecture; assisted with procedural issues and technical guidance in searching for temporary problem resolution work-a-rounds.

Provided various process plans in relation to monitoring, maintaining, and troubleshooting network device stability and health.

Chaired biweekly meetings with my international teammates reviewing projects and knowledge sharing for improvement to our daily operations and advancement opportunities.

ADDITIONAL RELEVANT EXPERIENCE

IT - Asset Management at AT&T, Lake Mary, FL

CERTIFICATIONS

Cisco Certified Network Associate. (CCNA)

Juniper Network Associate Certified (JNCIA-FW)

Certified Six Sigma Green Belt Certification (CSSGB)

Cloud Bronze Certification

PROFESSIONAL DEVELOPMENT

Cisco Systems, Inc (CCO Applications / Cisco Advisory Board Council) Brocade (CNE250) Training Programs

Certificate of Completion PMP Exam

EDUCATION

Diploma for 2-year Data Communication Analyst Degree Program, N.R.I., Washington D.C.

Coursework in Professional Studies, Barry University, Miami, FL

Coursework in the BS of Science in Business / Info System Program, University of Phoenix, Orlando, FL

Coursework in the BS in Information Technology Program - Dean’s List 3.5, Pierce College, Philadelphia, PA

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