JORGE ZARATE
Corona,CA
Summary
Business Information System Administrator with over 10 years of management experience and over 20 years of Customer Service experience and business systems management. Exceptional experience in on-boarding and developing personnel. Extensive experience in process improvement and innovation. Extensive experience leading, training, and developing teams.
Overview
23
23
years of professional experience
Work History
Information Systems Administrator
City Of Anaheim
09.2023 - Current
- Played key role in designing innovative information systems architecture that supported company growth objectives.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained employees on new technology implementations, ensuring seamless integration into current workflows.
- Performed network security design and integration duties.
- Coordinated customer service team projects, achieving successful on-time completion.
- Developed contingency plans to minimize potential risks associated with data loss, cyber attacks, or system failures.
- Contributed to development of IT policies and procedures, ensuring compliance with relevant regulations and industry standards.
- Collaborated with key personnel to verify data integrity and compliance with related regulatory guidelines and legal requirements.
- Managed successful migration projects to new platforms or upgraded versions of operating systems and software applications.
- Stayed updated on emerging technologies by attending industry conferences and workshops; applied these learnings to enhance company systems.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Administered quality customer service to in-house staff and satisfied concerns.
- Hired and developed new employees
Business Information Systems Analyst
City of Anaheim
01.2018 - 09.2023
- Project Management, Project Implementation, SQL report writer
- Managed and Maintained Customer Information System
- Developed process improvements for Customer Service Division
- Documented and implemented new processes, end-user training, and procedures
- Developed Requirement documents for new business solutions
- Report system deficiencies, and opportunities
- Worked with vendors developing new system functionality
- Developed RFPs, RFSs and staff reports.
- Created and managed project plans, timelines and budgets.
Utilities Analyst I
City of Anaheim
01.2014 - 01.2018
- Managed and maintained Customer Information System, mobile solution, Online web portal
- Continued to improve users’ experience with the newly implemented Customer Information System
- Investigated and reported system failures
- Notified users of new processes
- Trained users on new processes
- Analyzed productivity, and reported to executive management on new implementations
- Forecasted call volume
- Wrote reports using SQL language
- Tested and promoted any new implementations to the production system
- Maintained accurate document library
- Made recommendations for future business solutions
- Searched for efficiencies by doing data analysis
- Updated executive management on outstanding issues.
Senior Customer Service Representative
City of Anaheim
01.2001 - 01.2014
- Created a friendly environment entrusting employees and empowering them to make decisions
- Led the call center to successfully assist Anaheim residents and businesses
- Tested and implemented new customer information system
- Completed utility service applications for customers
- Assisted customers by phone and/or person with questions regarding their utility services; providing customers with assistance programs; as well as promote programs to save money on their utility bill
- Responsible for phone coverage, counter coverage, and attendance tracking
- Trained and developed new employees as well as assessed their progress
- Implemented disciplinary actions when required
- Developed new ideas to stream line processes such as taking credit card payments, keeping track of attendance records and scheduling
- Translated publications for the Utilities department; translated customer service letters
- Upgraded to Call Center Supervisor
- Assisted on the Forecasting for the call center
- Participated in the web-development of the new “Manage Your Account On line” system
- Participated in the Interactive Voice Response (IVR) upgrade and testing
- Assisted in the implementation of the new Customer Service Information System
- Participated in the selection and training of new employees
- Created strategies on dealing with irate customers.
Education
MBA – Business Administration -
University of Redlands
Redlands, CA01.2018
Bachelor of Science – Business Administration with emphasis in Finance -
Chapman University
Orange, CA01.2002
Bachelor of Arts – Spanish with emphasis in Literature -
Chapman University
Orange, CA01.2002
Skills
- Project Management
- Project Testing and Implementation
- Business Systems Management
- Leadership
- Data Analysis
- Customer Service
- Process Improvement
- Employee Development and Assessment
- Employee Relations
- Document Translation from English to Spanish and vice versa
- Software Management
- Workflow Coordination
- Vendor Relationship Management
- Information Security
- Team Collaboration
Accomplishments
- Whitehead Leadership Society Member
- TIEERS Certificate (TEAMWORK, INTEGRITY, EMPOWERMENT, EXCELLENCE, RESPECT, SAFETY) for Teamwork
- Certificate of Recognition for the ongoing translation of the Utility rate publications to Spanish
References
- Angelica Ureno
Utilities Warehouse and Logistics Manager
aureno@anaheim.net
714-765-6818
- Vicky Castillo
714-553-0274
Retired - Business Information Systems Administrator
- Vicky Waldo
vic0625oc@gmail.com
7143312265
Retired - Business Information Systems Analyst
- Susan Garcia-Isais
Compliance Director
Susan.Garcia-Isais@carringtonmh.com
714-651-6483
Developing Youth through the sport of soccer
Work with 10 and 11 year-olds to develop highly marketable skills through soccer.
Languages
Spanish
Full Professional
Timeline
Information Systems Administrator
City Of Anaheim
09.2023 - Current
Business Information Systems Analyst
City of Anaheim
01.2018 - 09.2023
Utilities Analyst I
City of Anaheim
01.2014 - 01.2018
Senior Customer Service Representative
City of Anaheim
01.2001 - 01.2014
MBA – Business Administration -
University of Redlands
Bachelor of Science – Business Administration with emphasis in Finance -
Chapman University
Bachelor of Arts – Spanish with emphasis in Literature -
Chapman University
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