Application Support Specialist
Resume:
Paul Pazdziora
Trading Software and Market Data Support Specialist
Business Analyst and Project Manager
****.*********@*****.***
As a Trading software and Market Data Specialist, my experience has led me to be a solid addition to any trading software or service team. Throughout my career I have participated in many functions from end user Tech Support, Project Management, Business Analysis and Team Management. I have supported, designed and implemented trading front-ends, order entry systems, back-end trading infrastructure, market data feeds and QA environments.
My most recent role was as Team Lead of a support team for a market data vendor. There I worked with a regional and global team to provide 100% uptime for our clients. My previous role was a BA/Operations/Senior Support role with a strong focus on 24/7 customer uptime. I have an intricate knowledge of market data systems, order entry systems (especially FIX) as well as exchange interaction/connectivity, operations and compliance.
My excellence in troubleshooting allowed me to spend my career interacting with the end user and being a representative of the company in a retail environment as well as in house. I am often sent in to be the liaison between the end user and the operations and development staff. I have a strong ability to interact with the end user and understand their needs and pain points. I facilitate the improvement of these issues through managing projects and implementing internal changes.
My extensive years of experience allow me to handle multiple projects at once proactively while excelling in an intense fast paced environment when a reactive response is necessary.
Sincerely
Paul Pazdziora
Employment history
Activ Financial (January 2016 – February 2017)
Team Lead
Global Support team
Managed the North American region of a Global Support team and provided 100% uptime for market data clients. Supported end users ranging in sizes of 1 to 100s. Ensured operational processes were followed while providing support to end users via ticketing systems and phone calls. Managed projects for the improvement of service areas where needed to ensure improved customer satisfaction levels.
Responsibilities
Led a team to provide support to clients that expected 24/7/365 uptime
Worked hands on to support numerous clients 24/7/365 and was a point of proper escalation within internal teams
Ensured that processes and procedures were followed to improve customer satisfaction
Ensured that internal processes were followed in regards to ticketing and incident management systems
Worked to improve the workflow of internal systems for improved efficiency
Worked with sales, tech sales, infrastructure, networking and project management teams to ensure overall efficiency and satisfaction of customer support
Worked with project management teams to design, schedule, and implement projects within company satisfaction guidelines and provide communication of these projects to customers
Worked with development teams to improve internal tools and functionality
Focused on training the support team to apply proper communication skills with the end user to provide an improved customer experience
Represented the company in cases of escalated communication to clients
Maintained communication and relationships with 3rd party vendors
Implemented 'learning lunches' where internal specialists came together with support staff to improve knowledge and incident turnaround times
Ensured knowledge was documented via wiki's and training documents
Scheduled shift times and on-call to provide 24/7 uptime and shift handoff
Managed scheduling to ensure proper team coverage
Handled hiring and interviewing in regard to personnel replacement and team expansion
Belvedere Trading (June 2006 - December 2015)
Project Manager/Business Analyst
Specialized in trading software, trading systems and support of end users. Gathered business requirements, designed, managed and maintained trading front ends while keeping a high quality standard of User Experience and User Interface Design. Also specialized in order routing systems, back end infrastructure and project management.
Responsibilities
Gathered business requirements and designed multiple facets of proprietary trading systems
Created user stories and use cases for new products and features
Specialized in designing and implementing Trading front end, new functionality, new features, and new User Interface designs
Specialized in designing and implementing order execution systems including High Frequency trading platforms, Mass Quoters, Smart Order Routers and Execution Gateways
Specialized in gathering business requirements, designing and implementing improved user experience and user interface designs for proprietary software front ends and back end systems
Gathered and implement compliance requirements for order entry systems with compliance departments as well as exchanges such as the CBOE for their appointment system, MMTN and other exchange specific items
Designed and maintained a cost-effective list of exchange fees to modify smart order router configurations providing the company with the most cost effective way to execute orders
(Designed and implemented a Smart Order Router that collects rebates and prevents linkage saving the company $100K per month in fees)
Designed and maintain centralized Risk Safety systems for internal trading systems. Safety settings for everything from click trading to high frequency systems
QA test new software systems and features
Notified, educated and trained traders on new software systems and features using email, documentation and live demonstrations
Worked with different groups to deploy new software systems and features
Senior Trading Support Specialist
Responsibilities
Supported all aspects of the trading environment including front end and back end systems:
Maintained and monitored front end trading systems for end users including issues with spreadsheet values, order books, market data, order execution, etc.
Maintained troubleshoot and repair issues with back end systems including order entry gateways, Smart Order Routers, Market Data and Theoretical engines
Troubleshoot and resolve issues with order entry systems
Trade investigation and resolution (internal and exchange level)
Provided proactive solutions to repetitive issues
Maintained relationships with support members of different exchanges for efficient resolution of issues
Supported numerous different trading environments for over 100 traders including equities, commodities and options. (Proprietary, TT, etc.)
Responsible for overnight remote support of night trading systems for night traders
Supported remote floor users on Chicago and NYC floors
Managed user configurations and creation
Mentored and trained new support personnel
Automated daily manual tasks
Created and used splunk queries to resolve production issues and create alerts to proactively monitor trading systems and orders
Used and created SQL queries to troubleshoot vast number of different issues and maintain/edit configurations
Worked with and modified Python queries to automate daily tasks
Effective Trading LLC, Chicago / ERISC (Closed) (AUGUST 2007 – JUNE 2009)
Retail Trading software system
Order Entry and management systems
Market Data provider
Part Owner
Head of Technology / IT
Electronic Trading System Infrastructure Specialist
Electronic Trading System Support specialist
Software Development Manager
Responsibilities
See Risc information Systems (below)
The Custom Companies (JULY 2006 – AUGUST 2007)
IT Manager
Responsibilities
Supervised and oversaw all aspects of technology in the company
Responsible for over 450 end users in 4 locations.
Maintained a data center
Supervised Help Desk operations
Managed purchasing
Oversaw disaster recovery
Provided support to multiple locations
Directed and oversaw end-user application software training programs.
Refco / Man Financial (Closed) (JULY 2005 – JUNE 2006)
Electronic Trading System Infrastructure Specialist
Electronic Trading Software and Infrastructure Support Specialist
Responsibilities
Managed customer relationships.
Liaison between customers and IT staff to help translate customer issues into IT solutions
Led and attended meetings with vendors and customers as well as management.
Supported and managed various electronic trading platforms such as ECCO, PATS, TT, etc.
Developed and tested QA environments to prepare new installations, upgrades or migrations
Installed and maintained servers for electronic trading software.
Provided visual representations of current software infrastructure, as well as ideas for future improvements and changes.
Risc Information Systems and Consulting, Chicago (Closed) (AUGUST 1999 – JULY 2005)
Head of Technology / IT
Electronic Trading System Infrastructure Specialist
Electronic Trading System Support specialist
Network Administrator
Software Development Manager
Responsibilities
Trading software design and implementation
Project Management
Trading Software End User Support
Back-End Support
Managing all backend order routing (FIX 4.0+) and market data systems
Hardware and Network Support
Key Words
Support, Business Analyst, Trading Software, Order Execution systems, Risk Management, Compliance, Operations, Citrix, CBOE, MMTS, FIX, SQL, Splunk, Python
Education
DeVry Institute of Technology Addison
CIS, EET and TCOM
University of Illinois in Chicago
Attended the Honors College studying CIS and TCOM
Bi-Lingual (English, Polish)
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