This document provides a summary of Ruben Peraza Jr.'s qualifications for an Incident Management/Service Desk Support role. It outlines his over 25 years of experience in IT support roles, including 7 years as an IT Technical Support Manager overseeing 11 employees. His experience includes incident management, scheduling support, and managerial duties like mentoring direct reports and assisting in long-term IT department planning. The document details his relevant skills, areas of expertise including ITIL certification, and the tools he has experience using to support his technical abilities.

1. Ruben Peraza Jr.
2468 Seymour Ave  Union, NJ 07083  Phone: (908) 687-6667  E-Mail: rpjr64@outlook.com 
www.linkedin.com/in/rubenperazaj
OBJECTIVE
Incident Management/Service Desk Support
SUMMARY
Experienced and knowledgeable Information Technology Professional who has over 25 years of extensive experience
seeking to contribute training and acquired skills within a Technical Support and/or Service Desk role. Works well
independently (work from home), or in a group setting (command center) providing all facets of computer support such as
troubleshooting, reporting, and maintenance. Skilled in providing Customer and End-User Service Desk Support and
easily identifies and resolves technical issues and concerns. Excellent in communication, creativity and presentation
capabilities and has spent the last 7 years as IT Technical Support Manager of eleven employees in dispersed locations
worldwide. I enjoy mentoring direct reports, learning new skills, and always volunteer to take on challenging projects. I
enjoy what I do which to me is self-satisfaction.
CAREER HISTORY
Depository Trust & Clearing Corporation – Jersey City, NJ
 Process Excellence Specialist – July 1999 – October 2014
Incident Management Duties:
Perform Incident Management responsibilities, Project Management responsibilities, and executive presentations.
• Ensures incidents are managed robustly and effectively and that any customer/business impact is identified and
minimized
• Drives incident bridges and ensures that ticket communications/documentation are accurate and timely written
• Works with Service Owners to maintain control and drive resolution on ageing tickets
• Facilitates lessons learned sessions for all significant outages, and ensure follow-up action items are assigned and
entered in tracking system
• Identifies problematic and chronic issues and partners with Availability Managers and Service Owners in resolution
efforts and service improvement programs
• Partners with technology groups in evaluating and creating Standard Operating Procedures (SOP) in order to improve
restoration efforts
• Collaborates with monitoring teams in analyzing and evaluating current event monitoring systems and alerts
• Maintains a thorough knowledge of the technology organization and assists the Operations Manager in ensuring all
organizational standards,operational processes and policies are being adhered to
• Assists in creating and developing operational dashboards and reports to be used for metrics evaluations and to identify
areas for improvement
Enterprise Scheduling Support Duties:
Responsible for the development, creation, monitoring and ownership of all batch workload in a multi-platform, multi-
client sophisticated environment.
• User support for Disaster Recovery exercises
• 24/7 on-call support from home
• Create weekly, monthly, or on-demand workflow forecasts
• Backup Scheduling team
Managerial Duties:
Reporting to the Director of Infrastructure, responsible for all Mainframe and Distributed Scheduling using sets of
Production, UAT,QA, and Development systems.
 Run turnover shift meetings
 Providing mentoring and coaching to a dispersed staff of 11
 Support goals and career paths
 Backup Service Desk management
 Write team reviews
 Monitor team maintained attendance reports

2. Ruben Peraza Jr.
2468 Seymour Ave  Union, NJ 07083  Phone: (908) 687-6667  E-Mail: rpjr64@outlook.com 
www.linkedin.com/in/rubenperazaj
 Carrying out all clerical related duties.
 Maintain document repository using Sharepoint.
 Maintain Service Desk Wiki
 Assisting in long-term planning for the IT department.
 Supports and champions the organization's goals, values, and policies
 Prepares technicaland executive summaries pertaining to critical incidents
 Provides documentation governance oversight for the knowledge base
 Coordinates training sessions/overviews required by the EOC for new system deployments
EMPLOYERS
Bear Stearns Co. – Whippany NJ
 Senior Lead Console Operator – May 1987 – June 1999
CitiBank N.A. – NY NY
 Console Operator – February 1985 – April 1987
KEYSKILLS AND COMPETENCIES
• Computer operating
• Good record keeping skills
• Committed to customer service excellence
• Effective verbal and written communication skills
• Working knowledge of automated data processing
PERSONAL
• Enjoy working with people from different backgrounds
• Willing to work extended hours when needed
• Always punctual and on time
• Ability to manage and perform data processing functions
• Knowledge of routine office practices and procedures
• Enthusiastic on learning new skills
AREAS OF EXPERTISE
 ITSM – ITIL Certified
 Scheduling Workload Processing
 Management
TOOLS
Microsoft Excel, Project 2010, Word, OneNote,Powerpoint; CA-Scheduler, CA11, CA-7, CA-AutoSys 11.3.5, Termalabs
JAWS 3.6; PPM (Project Portfolio Management); Sharepoint; ServiceNow Dublin release; Citrix; Stonebranch Universal
Command; Z/OS, JES2, TSO/ISPF,NDM, FTP,IBM Utilities, FILEAID, CLIST, SDSF, HP Openview, Netview;
Alarmpoint/xMatters; MVS; HMC; JCL, REXX, Unix, Windows.
ACADEMICQUALIFICATIONS
Westchester Community College - Accounting 1983
DeWitt Clinton HS - College Bound 1979 - 1982
REFERENCES
Available on request.