Technical Support * Client Service Support *Application Support * Data Analyst
Accomplished senior client support specialist with extensive experience in providing full-scope hardware, software applications, network configuration, and desktop support to global financial market industry clients. An innovator who provides accurate and efficient solutions to resolve client issues. Known for developing strong client relationships and delivering projects on time. A leader with outstanding communication and interpersonal skills. Experience in working in high-pressure business-critical situations while maintaining tact and composure.
SKILLS AND KEY STRENGTHS
System Configuration
Network Diagnostics
Client Training
Desktop Support
Software and Hardware Support
Needs Assessment
Project Management
Trading Platform Support
Deskside Support
Hardware, Software, and OS: Dell/HP/Sun Servers s Cisco Routers s Switches s TCP/IP Network s LAN/WAN s VPN Remote Connectivity s Ticker Plant Infrastructure s Microsoft Office 365 s Citrix s Salesforce s Service Now s SQL Server s Adobe Acrobat s Onyx s Oracle s Windows 8 and 10 s Java s Lotus NotessFuture Source s E Signal s Market Q s NYSE Connect s Portware s XPF Monitoring s Spectrum s SBM s PowerShell s Linux (Red Hat, CentOS)
PROFESSIONAL EXPERIENCE
INTERCONTINENTAL EXCHANGE (ICE) NYSE, New York, NY 2014–Apr. 2017
Senior Client Support Specialist
Multi-billion-dollar leader providing global market financial data and information for financial institutions, traders, and financial investment corporations
§ Technical and functional support for global financial market data and reference data
§ Liaison between production operations, market exchanges and client to resolve system interruptions
§ Monitor client impact of services and identifying opportunities for customer growth
§ Use SQL to assist with client research including crosschecking for project reports
§ Utilize Salesforce for tracking client tickets, account management and sales support
§ Facilitate execution of projects and deliverables effectively managing task, established priorities, making objectives clear and creating action plans
§ Deskside support and application training for clients and in-house
§ Logistics support for clients involving QA, and development teams to resolve data/software issues
§ Onboarding of clients including testing, installation, go live – production and monitoring
§ Collaborate with account management team to develop unified plan for “at-risk” clients
§ Utilize active directory for client management including user permissions, imaging, and data access
§ Development support including notification and addressing client questions and concerns
§ Disaster recovery, including retrieving, verifying, and delivering market, historical and reference data
§ Proactive relationship with clients for needs assessment and continued support
§ Cross train staff on new applications and market data information as needed
INTERACTIVE DATA CORPORATION (Private Equity), New York, NY 2010–2014
Senior Technical Support Specialist
Provide front-line support to global client base, project support, production assistance, and client onboarding
§ Troubleshoot and resolved hardware, software and application issues to ensure uninterrupted operations
§ Research and analyze market data changes and recommend specific solutions to resolve client issues
§ Provide financial exchange data support for clients and in-house support staff
§ Manage client verification processes, ensuring that all clients met pro versus non-pro qualifications
§ Industry trade show support, including setup, technical support, and information delivery
§ Technical Support for vendors, sales teams, and account managers
§ Project management, involving client compliance for exchanges
INTERACTIVE DATA CORPORATION (FT Financial Times), New York, NY 2002–2010
Technical Support Specialist
Provide frontline technical support to global client base, project support assistance, and client onboarding support
§ Technical support for global client base ensuring uninterrupted service
§ Analyze market data changes assisting clients with service strategies
§ Ensure successful and timely project deliverables by diligently maintaining comprehensive project schedule that incorporated in-depth resource allocation plans
§ Deliver clear and effective financial exchange data support for clients and in-house support staff
§ Manage client verification processes, ensuring that all clients met pro versus non-pro qualifications
§ Trade show support various including booth setup, technical support, and information delivery
§ Resolve issues affecting financial applications for vendors, sales teams, and account managers
§ Participate in “mock” pit-trading sessions at COMEX/NYMEX exchanges
§ Provide key input on SIA tradeshows, including setup, technical support, and information delivery
§ Provide clear and effective application support and exchange training, ensuring thorough end-user knowledge of financial data and feed documentation
STANDARD & POORS COMSTOCK, New York, NY 1991–2002
Installations Support Specialist
Responsible for onboarding of clients from initial service delivery to post go-live
§ Develop and ran operations boards for clients, ensuring access to critical data, applications and exchange documentation
§ Participate in “mock” pit-trading sessions at COMEX/NYMEX exchanges
§ Provide application support and exchange training, ensuring thorough end-user knowledge of financial data and feed documentation
EDUCATION
State University of New York, Purchase, NY — Political Science
To contact this candidate email djw343@gmail.com