Customer Service Manager
Resume:
Florence Potter
Saint Louis, Missouri 63119
********.******@*******.***
Summary of Qualifications
11+ years of hands on experience in financial market data feeds.
11+ years of data analysis, modeling, and management experience.
11+ years assisting in the development of relational database software
additions and modifications.
11+ years quality assurance of data, software, systems, and products.
Excellent project and time management skills.
Excellent customer service/people skills.
Professional Experience
Web Design 2008-2010
Business Analyst 2002-2008
Manager Information Development 2001-2002
Manager Contributed & Commodities Data Management 2000-2001
Supervisor Commodities Data Management 1999-2000
US Commodities Data Specialist 1997-1999
US Fundamental Data Specialist 1996-1997
Rada Forex LLC, Long Island New York 2008-2010
Web Design
o Redesigned, published, and enhanced web pages.
Reuters America LLC 2001-2008 Bridge Information Systems 1997-2001, Saint
Louis Missouri
Business Analyst Data Acquisition Engineering 2002 - 2008
o Maintained, enhanced, and added all US Exchange driven Commodities
market data feeds for both Reuters and Bridge independent systems.
o Technical development contact/liaison for all US Commodities
Exchanges. Served as the liaison between internal/external customers
and software engineers. Served as the liaison between Chicago
Mercantile Exchange and internal groups. Served as the development
representative during industry meetings and round table discussions
held via conference call, or in Chicago and New York.
o Assisted in ordering new or upgraded circuits as needed. Assisted in
capacity planning as needed.
o Gathered, analyzed, and translated technical exchange documents and
converted them into understandable functional change requirements.
o Gathered high level business requirements from internal and external
sources. Determined scope, dependencies, milestones along with
necessity/feasibility based upon future market trends and existing
hardware/software.
o Deployed software for: mandatory, maintenance, enhancement,
migration, and integration projects. Responsible for the full system
life cycle: connectivity, design, functional documents, testing,
implementing, maintenance, and support. Presented pre and post
internal software impact documents to all stakeholders. Provided
assistance creating external client impact documentation and white
papers as needed.
o Hosting meetings to present software requirements, test schedules, and
deliverable date/dates to developer/developers. Hosted exchange and
client teleconferences and needed. Lead monthly teleconferences
between the business and development groups. Lead internal software
development design meetings as needed.
o Point of escalation for production service issues 24/7. Provided
support to: Production Data Management in Bangalore India, Network
and Systems Operations in Saint Louis and New York. Determined scope
and resolution of problems for Reuters and Bridge systems.
o Provided onsite and virtual training for new and existing employees in
New York, Saint Louis, and India.
Manager Information Development (2001 - 2002)
o Released new US market data content based upon business requirements.
Primary markets were: Equities, Foreign Exchange, Commodities, and
Fixed Income.
o Globally coordinated software enhancement requests from Data
Management and the Business Divisions at the request of the
Architectural Council. Assisted in re-engineering existing software
to accommodate global business requirements if possible, when needed.
o Global collection of contributed data (Fixed Income, Mortgage Backed,
Foreign Exchange, News, and Statistics) through the use of a custom
designed collection device. Created custom configurations and
interfaced with Microsoft Excel, Word, or other front-end solutions.
Point of contact for Field Services and Technical Account Managers
during and after installation and configuration. Assisted software
engineers with enhancements, bugs, and testing.
o Conducted a gap analysis of all historic market data content and
properties (Equity, Commodities, Fixed Income, and Foreign Exchange,
and Indices) on the Reuters and Bridge databases. Conducted a gap
analysis of Reuters and Bridge real-time Commodities data processes,
business logic, exchange logic, and desktop presentation.
Manager Contributed & Commodities Data Management (2000 - 2001)
o Managed three supervisors and ten data management specialist in the
areas of: Fixed Income, Foreign Exchange, Global News, and
Commodities (1fst, 2nd, 3rd shifts). Assisted with Equities as
needed.
o Provided system, software, data, and market knowledge to a variety of
internal groups to assist in client queries, content addition, and
new. Participated or lead client, marketing, and technical
information gathering meetings as needed.
o Established, documents, and implement departmental and data content
procedures related to data cleansing, data manipulation and system
property modifications. Defined, tested, and implemented new global
Central System software enhancements.
o Reviewed, tested, and signed off on production releases submitted by
the Content Development staff.
o Attended Operations Change Control software release meetings as
needed.
Supervisor US/Canadian/Brazilian Commodities Data Management (1999- 2000)
o Managed fives employees (1fst, 2nd, 3rd shifts) in a real-
time/historic data warehouse environment.
o Trained new and existing employees. Assisted with Equities as needed.
o Automated manual tasks. Designed real-time / historic maintenance
utilities with Microsoft Access.
o Defined and documented real-time/historic data maintenance procedures.
o Drafted and published client impact notifications to internal/public
new source.
o Global liaison for Central System Software Engineering. Collaborated
with global teams in modifying and enhancing Central Database data
dictionary and database software.
o Escalated regional software processing issues to Central Systems and
Data Acquisition Development.
o Escalated regional hardware issues to Operation. Attended daily
Operation Change Control meeting.
o QA testing of requested software additions and changes.
o Assisted in the QA of desktop and web based product development as
needed.
US/Canadian/Brazilian Commodities Data Management Specialist (1997 - 1999)
o Translated/Converted new exchange contract specifications into new
database instruments/records.
o First level support for Customer Service.
o Provided support for page based content sourced from database
instruments.
o Real-time monitoring of Commodities Databases.
o Historic maintenance of Commodities Databases.
o Modified database transactions, properties, and records as needed.
o Identified software processing issues and escalated to appropriate
development team.
o Indentified hardware processing issues and escalated to operations
department.
US Fundamental Data Management Specialist (1996 - 1997)
o Manual entry of corporate earnings, revenue, and capital actions.
o Reviewed database records for accuracy.
o Global news maintenance.
Technical Environment
3+ Years
SQL VB.NET SQL Server ASP ASP.NET Windows Server XML
5+ Years
UDP
10+Years
Microsoft Office Windows VAX/VMS TCP/IP LAN WAN FTP TELNET
DOS VB VBA HTML
Education
Columbia Southern University
Pursuing a Bachelors Degree Information Technology
Sanford Brown College
Associate Degree in Financial Accounting with an emphasis on Computer
Programming
Saint Louis University
Undergraduate studies
Professional Training
Bridge Institute
Certificates of Completion in Systems Architectures
Network Architecture
Central Systems Software Architecture
Central Systems Database Architecture
Distribution Systems Architecture
Client Server Architecture
References
Available upon request
Contact this candidate