1. Steven D. Marmolejo
6161 W. McDowell Road Apt. 2082
Phoenix, Arizona 85035
Mobile (626) 665-3853
sdmarmolejo96@yahoo.com
SUMMARY
 18 years’ experience in technical and security-related functions within top financial institutions.
 Project management, which includes: troubleshooting applications and platforms.
 Employee development for implementing cutting-edge systems and effective processes.
 Outstanding analytical and problem solving abilities.
 Excellent communication skills: management, and clients at all levels.
 Dependable and diligent professional with solid work ethic.
 Customer Service in an I.T. environment.
EXPERIENCE
August 2013 to Present
Wells Fargo Bank – Tempe, AZ.
Safe Transmission-Technical Support
 Experience in Technical Call Center Environment
 Managed 40 calls per day. Averaged 20-50 tickets daily, while reporting customer`s incidents.
 Experience in HTTPS, FTPS, SFTP and FTP w/PGP certification and key.
 Ability to provide intermediate level of applications and technical support for customer issues for Treasury
Management products and services
 Answered and log all requests for assistance in a timely, customer-focused and professional manner using
non-technical communication that end users can understand..
 Supported the technical applications, Axway, SecureClient, MS Windows, TSO, UAM and TSS Issue
Tracker.
 Tracking and monitoring unresolved cases and ensuring timely resolution.
 Routed issues related to second level Tier 2 groups.
 Ability to communicate all unresolved issues to the appropriate system application teams and track, monitor
issues proactively on a consistent basis.
 Monitored Transmission files for transmission errors, transmission failures and viruses.
July 2012 to March 2013
WELLS FARGO BANK - Los Angeles, CA.
Treasury Management Technical Support
 Experience in Technical Call Center Environment.
 Managed 60 calls per day. Averaged 30-60 tickets daily, while reporting customer`s incidents.
 Ability to provide intermediate level of applications and technical support for customer issues for Treasury
Management products and services.
 Troubleshoot hardware, software, bank supported applications, internet connectivity for Treasury

2. Management Customers.
 Supported the technical applications, MS Windows, Hogan, UAM and RMA.
 Tracking and monitoring unresolved cases and ensuring timely resolution.
 Routed issues related to second level Tier 2 groups.
 Ability to communicate all unresolved issues to the appropriate system application teams and track, monitor
issues proactively on a consistent basis.
 Act as a liaison between customer and Service Officer, Relationship Manager, Sales Officer, Product
Support and System Groups to ensure clear communication occurs within Wells Fargo.
March 2006 to November 2011
UNION BANK - Monterey Park, CA
Helpdesk Support Tier 3/ Security Operations Analyst
 Managed over 70 calls per day for branch level & bank off site locations for: Virtual Office/Encryption
Plus, Mainframe (TSOA and CICS), Base24, Lan Ammo, AS/400 and Network.
 Supported the technical application, MS Windows, Lotus Notes, Outlook/Exchange, Mainframe, CICS,
TSOA, Base 24, Tandem and LANAMMO.
 Routed issues related to other Business Unit groups.
 Reacted quickly and thoroughly troubleshoot, any technical problems.
 Tracking and monitoring unresolved cases and ensuring timely resolution using the Peregrine Ticket
System.
 Created, transferred, modified and removed user access accounts for Network, Mainframe (TSOA and
CICS), Email (Lotus Notes and Outlook/Exchange), Tandem, Base24, Ammo, Lan Ammo, Business Object
and SecurID (Remote Access).
 Created/Modified and deleted Mail Groups and Distribution List for Business Units.
 Handled mobile device set up and application needs with Android, Blackberry, IPhone and IPad.
 Created Directory Server groups and IDs for online service requests.
 Monitored PureMessage email, which entails blocking/releasing emails to protect the bank from viruses
December 2005 to March 2006
COUNTRY WIDE - Chandler, AZ
Support Desk Analyst
 Tracked and document outage using the Remedy system and resolves them with urgency averaging 30-
40/day.
 Monitored production flows to insure continuous application and network availability and quality to meet
service agreements.
 Administered system access for Network, Lotus Notes, Mainframe, and several other applications used
within the Bank. Excellent ability to research and delineate new ways to make applications perform at
optimum capacity.
 Managed Loan documentation transactions by handling bottle-necking with issues by rerouting to alternate
servers or troubleshooting
 Opened communication with Chatsworth support center.
February 1998 to December 2005
UNION BANK OF CALIFORNIA - Monterey Park, CA
Helpdesk Support Tier 3 / Security Operations Analyst
 Managed over 70 calls per day for branch level & bank off site locations for: Virtual Office/Encryption

3. Plus, Mainframe (TSOA and CICS), Base24, Lan Ammo, AS/400 and Network.
 Supported the technical application, MS Windows, Lotus Notes, Outlook/Exchange, Mainframe, CICS,
TSOA, Base 24, Tandem and LANAMMO.
 Routed issues related to other Business Unit groups.
 Reacted quickly and thoroughly troubleshoot, any technical problems.
 Tracking and monitoring unresolved cases and ensuring timely resolution using the Peregrine Ticket
System.
 Created, transferred, modified and removed user access accounts for Network, Mainframe (TSOA and
CICS), Email (Lotus Notes and Outlook/Exchange), Tandem, Base24, Ammo, Lan Ammo, Business Object
and SecurID (Remote Access).
 Created/Modified and deleted Mail Groups and Distribution List for Business Units.
 Handled mobile device set up and application needs with Android, Blackberry, IPhone and IPad.
 Created Directory Server groups and IDs for online service requests.
 Monitored PureMessage email, which entails blocking/releasing emails to protect the bank from viruses
August 1997 to January 1998
ADP TAX & FINANCIAL SERVICES - San Dimas, California
Funds Operations Analyst
 Securely and confidentially monitored stop payments for national and local banking institutions processing
multi-million dollar accounts each business day.
 Provided the highest level of customer satisfaction for Chase Manhattan, Bank of America, First Union
Bank and several other national banks.
 Processed the wiring of funds to major banks upon released authorization of stop payments.
 Monitored daily balance of check deposits for Bank of America & Wells Fargo and verify deposits for
delivery by ADP couriers.
January 1997 to August 1997
HOME SAVINGS OF AMERICA - Irwindale, CA
Tele-Banking Associate/Support Team
 Managed and supervised the resolution of complex customer issues and concerns in a timely manner.
 Provided over the phone training for new employees to the department with emphasis on policy and
procedures.
 Consistently performed at top 3% of average speed answered for Home Saving of America call center.
 Regularly exceeded Home Savings standard of less the eight seconds per answered call
Education Technical Skills
 Rio Hondo Community College, Whittier, California – Computer Science 1990 – 1992
 Arroyo High School, El Monte, California – General Studies 1987
 Lotus Notes – Union Bank Certificate (2002)
 Excel/PowerPoint - Certificate (2003)
Technical Skills
 Lotus Notes R5
 Windows XP
 Windows 2000
 Excel, Essential Tools
 Hyena
 Netfinity
 NET -IQ

4.  Admin
 NT
 AS/400
 Tandem
 CICS
 BASE24 (admin)
 ACE Server (remote access)
 UUNET
 FileNet
 LAN Ammo
 Ammo
 Netview
 Puremessage
 PhoneSweep
 Peregrine(Problem
Management System)