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JEREMY K. CHAN Plainview, NY C: 917.881.8996 jc11e2554@westpost.

net SUMMARY Business / Data Analyst professional with extensive experience in gathering, man aging and documenting business and functional requirements, communicating effect ively with senior management. Exceptional problem solving and sound decision-ma king capabilities. Excellent track record for meeting deadlines and submitting deliverables on time. Background includes educating internal clients on busines s systems and procedures. PROFESSIONAL EXPERIENCE CITIGROUP, New York, NY 2000 - 2010 Global Transaction Services (GTS) Securities & Funds Services (SFS) Ops Admin. 2 004 - 2010 Operations Support Senior Analyst, Assistant Vice President Produced presentations enabling senior management to make strategic decisions im pacting $1 billion business. Administered on-line database system used by globa l operation units' 10,000 employees. a Produced presentations that outline GTS operations strategy and performance, t o senior Citi management to increase revenue and lower cost. a Analyzed data provided by regional operations management, used by the head of GTS SFS Operations and other members of the Senior Management team to make decis ions impacting the business by increasing market volume and lowering risk. a Produced operations-related components contributed to products' monthly busine ss reviews, including metrics performance and volume graphs, and trend analysis allowing senior management to make long term strategic decisions. a Improved management ability to make short term strategic decisions by managing process of producing, posting & distributing weekly reports that document opera tions performance. a Designed and administrated reports using various data sources, including Globa l Management Reporting System (GMRS), an on-line database used globally for data gathering, analysis and reporting; created user manuals, instructions and docum entation, and conducted User Acceptance Testing (UAT) and training. a Coordinated Continuity of Business (COB) preparedness and conducted testing in event of disaster. GTS Cash & Trade Project Initiatives - CitiDirect Global Operational Readiness 2 003 - 2004 Technical Specialist Liaised and coordinated tasks and responsibilities between cross functional and regional Operations team to ensure operational preparedness prior to production. a Facilitated timely integration of new services and functions to better support client base by providing key direction and support to Regional Operations. a Ensured adherence to company policy by evaluating operation of all Global Libr arian control processes and procedures. a Fostered risk and control compliance by completing Risk and Control Self-Asses sment (RCSA) reviews and assisted in follow-ups. Managed and coordinated COB pla n. a Created and managed documentation, UAT test plan and processes on user entitle ments and audit log for the internal Global Operation Center (GOC) website, whil

e liaising with Business Information Security Officer (BISO) to ensure complianc e with internal policies and procedures. a Mitigated negative outcomes resulting from potential disasters by managing Con tinuity of Business (COB) preparedness and conducted testing in event of disaste r.

JEREMY K. CHAN PAGE TWO CITIGROUP (continued) Commercial Cards Management Services (CCMS) 2002 - 2003 Level 2 Technical Specialist Managed external customer (e.g. U.S. Navy) inquiries, complaints, billing questi ons and service requests. a Resolved external customers' issues by troubleshooting commercial cards manage ment servicesa product problems, including coordinating of third-part vendor and other departments. a Reduced incidences of client complaints by identifying developing situations a nd alerting management. a Achieved monthly goals for incident resolution by monitoring prompt escalation and resolution to customer incidents. a Improved quality process control and customer service satisfaction by particip ating in conference calls and meetings to promote feedback to management. a Resolved complex technical problems by creating SQL scripts in SQL analyzer. Electronic Banking Operation Center (EBOC) 2000 - 2002 Technical Specialist Resolved internal and external customer technical issues, and monitored performa nce of various proprietary payment platforms. a Monitored and analyzed application performance by using HP Openview, IBM WebSp here MQ series to ensure peak performance. a Resolved customer's technical issues on proprietary payment software such as N ew CitiBanking, web-based product CitiDirect Online and other CitiDirect related products. a Improved overall quality of service provided to internal and external clients by providing feedback on weekly management meetings. a Assisted on updating Knowledgebase content guide, based on feedback from colle agues and Level 1 support users, that will improve employee technical knowledge and enhance customer service skills. EDUCATION & CERTIFICATION Master of Science, Computer Science, University of Bridgeport, Bridgeport, CT Bachelor of Arts, Economics, Rutgers University, New Brunswick, NJ Project Management and Implementation Certificate Program, Hostra University Microsoft Certified Systems Engineer (MCSE) for Windows NT 4.0