Customer Service Engineer

Marc Daniel Hale

Contact Information:

Email: ****.****@*****.***

Phone: +1-347-***-****

Residency: US Green Card Holder

Employment:

Thomson Reuters VP, Head of Client Service, Americas Apr 06 to Present

- Regional responsibility for high frequency FX API trading connectivity.

- Head of mission-critical second level application support and implementation group, for cross-asset class trading platforms and straight through processing across exchange traded, treasury, fixed income businesses

- Globally accountable during Americas hours for stability of hundreds of trading institutions and thousands of trading counterparties. Active monitoring and pro-active resolution of staging and production systems.

- First arrived in NYC in Feb 2006 to a small failing team of disorganized consultants managing a single platform. Inside of twelve months that team was reporting to agreed global standards, supporting more products under tighter deadlines and reacting to growing business pressure. Direct and open assessment of the situation allowed morale to grow higher despite severe restructuring of long standing, but underperforming employees and client feedback improved as a direct result. Focussed on hiring the right people onto the team. Success helped by strong relationship with talent acquisition teams and clear vision on requirements

- Regionally responsible for installation, regular maintenance, security and stability of FX, fixed income and equity order routing platforms. Clients based in all major cities from Toronto to Santiago. Team size peaked as fifteen, including two line managers. Managed and hired line managers, technical support and implementation consultants and project management staff

- Defined, measured and reported on great service.

- Developed new matrix reporting solutions and new roles to increase delivery channels at zero cost.

- Regional voice of the customer, delivering strong leadership in defining product roadmaps for customer’s needs.

- Deployment of innovative tools & technologies to improve the service experience.

- Acting decisively. Grasps and analyses complex and multi dimensional problems.

- Ensured that new ways of working were firmly established.

- Viewed widely as the global ambassador of Customer Service.

- Worked collaboratively with relevant internal groups to achieve short, medium & long term results. Designed clear solutions that can be implemented by others.

- Cost reduction and strategic restructuring of resources.

- Vendor management for improved execution and reduced time to market.

- Communicated vision and values for great customer service in a way that inspired others to achieve measurable superior performance.

- Leader of global service improvements and thought leadership initiatives.

- Communicated current and future impacts and managed risks involved in driving global change.

- Delivery of Service Catalogue to key business stakeholders that was used to clearly define value of service delivery, enabling $1m cost reduction across the businesses.

Client Services Manager, UK

- Lead, hired and mentoring a team of technical client service specialists

- Technical lead in large complex/global electronic trading projects, enterprise wide and required the very highest level of expertise. Technical client delivery lead for Reuters trading for FX multi bank portal project

- Proven ownership of the technical delivery of a specific architectural domain and recognised as subject matter expert for Reuters electronic trading suite or products. Technical authority of delivered solution. Held ultimately accountability for technical direction of work. Contributed key technical expertise, globally. Implemented structured career path for technical specialists

Client Services Specialist, UK

- Analysis, definition, design, construction, testing, installation and modification of properly engineered electronic trading systems, primarily FX single bank portals for Tier 1 banks

- Implemented solutions to cutting edge technology through on-site collaboration work with FX traders, heads of desk, business analysts, IT managers and client business sponsor

- Utilized and remained current on multiple programming languages and software technologies. SQL queries and Unix scripting coupled with some light Java applet development

- Supervision of software development lifecycle. Reuters electronic trading (RET) FX single bank portal / AVT GID technologies

Thomson Financial, UK Technical Pre-sales Consultant Sept 03 to Nov 03

- Technical sales support for the Thomson ONE Equity and Thomson ONE equity web products

- Projects with Merrill Lynch, UK hedge funds and pension fund clients offered the opportunity to further develop the ability to balance the needs of the client with the needs of a product in transition from bespoke offering to scalable global platform

Caplin Systems, UK Clients Systems Engineer Jun 01 to Sep 03

Support Team Leader

Pre-sales Support Engineer

- Hands on management of 24*7 technical support desk (team of 6) including the hiring, training, day to day managing and mentoring of support / testing engineers, whilst performing 1st/2nd and 3rd line email and telephone production systems support for worldwide (London/New York/Singapore) client base

- Designed and supervised the SDLC for a web-based issue tracking system

Sun Microsystems, UK Software Engineer June to September 2000

August 1998 to August 1999

- Graduate level position. Excellent interpersonal communications developed through teamwork, phone based client facing technical communications and problem solving.

- Co-operated with others in a mission critical environment improved due as a mission critical support engineer for hardware up to the then current E10k.

- Accountable for the successful day-to-day maintenance of a Solaris TCP lab network. Gained a complete operational knowledge of Sun hardware (up to Enterprise level) including firewall and routing technologies and network protocols.

- Second six months of the position additional duties were taken on of the position of Networking and Communications technical support engineer and Solaris administrator (1st and 2nd line) for Mission Critical clients.

- Business critical client interaction and analytical troubleshooting for clients from local schools to Deutsche Bank, continued full responsibility for the UK Solution Centre issue replication network.

- Solution Centre network allowed 100+ Sun engineers to replicate client issues by quickly and accurately building replica systems. Ensuring this was available during UK hours by monitoring, replacing and rebuilding systems where necessary was critical to servicing the global Sun Microsystems client base during UK hours.

Education:

Bournemouth University, 4 Year BSc (Hons) – Software Engineering Management 1996 to 2000

British Computer Society accredited. Modules included Law, Finance, Management Theory, Math, Enterprise Software Development Object Oriented Design, Web Development.

Colchester VI form, North Hill, Colchester (A-level) September 1994 to June 1995

Computing, Psychology, German, General Studies, Electronics

Stanway School, Stanway, Colchester, Essex (GCSE) September 1989 to June 1994

English Literature, English Language, German, Geography, Maths, Science (double award), City & guilds diploma.

Hobbies: Golf, Basketball, Snowboarding, Squash, Tennis, Modern Art, Independent Cinema, Collaboration technologies and Social Media, Travel.

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