Incident, Service Management Analyst
Resume:
Jeffrey Singleton
New York, NY 10037
Email: **************@*****.***
Home/Cell: 917-***-****, 646-***-****
SUMMARY:
Dedicated and accomplished Senior Technical / Financial Application Associate offering over 10 years of analytical experience across banking operations, as well as providing thorough and skillful support to upper management.
Committed to high work-ethics and superior system analysis.
Extensive experience providing a mix of both technical and functional support for a variety of applications across Equities, Investment Management, and Trading
High technical proficiency across in both Windows (MCP Certified) and Unix (Solaris) environments
Extensive experience across hardware /software troubleshooting, network system administration, and user support gained at JP Morgan, Bloomberg, Merrill Lynch, CLS Bank International and DTCC
Experience and working knowledge of ITIL (v3) Service Operation processes (Incident /Problem,Change, Service Management)
Expertly identify and timely resolve system issues as well as communicate complex technical solutions into easily understandable concepts.
TECHNICAL SKILLS PROFILE:
Operating Systems: Unix Solaris 2.6/2.8 Windows 7/98/NT4.0/2000 Professional and IBM-MVS (OS/390) ESA,
Software: Peregrine, ServiceNow, Remedy, Lotus Notes 5.0, Rapid SQL, HP-OpenView, AUTOSYS, Legato Networker, Microsoft Word, Excel, Powerpoint, XP, Tandem/Netbatch, Google Drive
Hardware: Ultra 5 Sparcstation, IBM-PC and compatible, Tandem K10000 Himalaya, Tandem 6526, T16/6530, 31 Terminals, T16/Trident tape drives, 6525 Turbo Drives, 5170 Tape Drives and HP Laser Jet Printers.
CERTIFICATIONS:
MCP (Microsoft Certified Professional) Windows Professional 2000
MCP (Microsoft Certified Professional) Server
MCP (Microsoft Certified Professional) Active Directory 2000
EDUCATION:
City College of New York, Major: Business Management, 92
EXPERIENCE:
DTCC (Depository Trust Clearing Corp), Jersey City, NJ Jan 2015
DTCC serves as the premier post-trade market infrastructure in the industry, advancing the automation, centralization, standardization and streamlining of processes critical to the markets’ safety and soundness. DTCC tands at the center of global trading activity, processing trillions of dollars of securities transactions on a daily basis.
J. Singleton, cont’d 2
Senior Operations Analyst (CAPS) Connectivity Activation and Production Support
Participate in UAT system testing prior to moving changes into Production Environment.
Highlighted risks and issues in actions identified during any Major Incidents that may require Problem Management attention.
Maintained Strong Focus on customer and Corporate action communications.
Assist in connectivity testing to ensure system integrity using Service Management principles.
Troubleshoot communication, platform and application issues using ITIL processes.
Investigate inquiries regarding file record layouts and other business or data related issues for all applications supported by the department.
Assist Relationship Management with on boarding of new clients.
Interface with other Departments to resolve out of balance or other production anomalies.
Work with the Planning team on new products, enhancements, account activations and conversions to ensure appropriate support.
Develop workflows and procedures for new products/services and technologies supported by CAPS.
Participate in administrative duties including: Profile and Security Masterfile updates, and interfacing with clients.
Support department in adherence to Compliance AML/BSA policies and procedures as set-forth by various regulatory bodies.
Monitor all USA / International Trade Volumes, Ensuring proper trade flow with Service Management mindset.
CLS BANK INTERNATIONAL, NEW YORK, NY July 2007 – May 2014
CLS links central banks and the world’s leading financial institutions in a unique global settlement system. It settles payment instructions relating to FX spot, FX forward, FX swap and over-the-counter (OTC) credit derivatives transactions.
Senior Production Support Service / Change / Incident Mgmt. Analyst
Managed Major Incidents, ensuring that they are logged, progressed, resolved within the scope of the SLA.
Initiated trade reconciliation and resolution procedures.
Participated in post incident reviews, with the focus on identifying Service Management improvements.
Identifying appropriate timelines and targets for disaster recovery actions, feedback and communications.
Initiated workarounds and methods of speeding up the recovery of an incident
Created system documentation (Problem, Change, Release) for training and informational purposes.
Performed and supported Service Management project work as required.
Supervised and cross-train employees on various systems in order to enhance productivity.
Troubleshoot / analysis of various connectivity, migration, and installation issues with the ITIL process framework in mind.
Invoked and executed Failure Management and Crisis Management procedures.
Participated in the Release, Incident and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting utilizing ITIL.
Participated in Disaster Recovery testing to insure that contingency plans were in place if necessary.
Drove adoption and ownership of change by working with senior leadership teams.
Built collaborative relationships throughout the entirety of change management initiatives.
Conducted compliance monitoring and executed compliance related tasks (internal and external).
Created awareness of change by implementing comprehensive communication plans and strategy that reached all levels of the business for corporate action, etc.
Chaired conference calls with participants including Service Managers, Technical Support teams, etc
J. Singleton, cont’d 3
Produced and distributed daily internal and external facing reports.
Acquired and maintained current knowledge of relevant products and systems
Supported and advised Member Banks with technical and service related issues both on live and test systems, and assist with upgrades and member technical approval.
JPMORGAN CHASE, NY April 2006 - Sept. 2006
Equity Technology Officer
Experienced with successful implementation and support of highly scalable and highly available systems in an n-tier environment.
Participated in UAT system testing prior to moving changes into Production Environment.
Resolved user application issues surrounding financial data discrepancies and inconsistencies as related to vendor, exchange or internal market data feeds.
Participated in the Release management process for multiple groups.
Maintained strong research, investigation and evaluation skills in order to maintain system integrity.
Effectively demonstrated skill and experience regarding system behavior and resolution.
Demonstrated strong system analytic ability and practices.
Identified and clearly communicated problems/support requests in order to influence the prioritization of production defects and/or enhancements.
Effectively communicated technical and production-related concepts to a broad range of technical and non-technical staff.
Worked and effectively prioritize in a highly dynamic work environment that includes a global focus
Experienced disaster recovery planning, testing, auditing, risk analysis, business resumption planning and contingency planning.
Provided user/technical support to assigned Investment Management business function.
Maintained operation, monitoring and integrity of production systems to meet established standards.
Provided ongoing support of one or more products at agreed service levels.
Participated in the Incident Management and Problem Management processes as a resolver accountable for root cause analysis, resolution and reporting.
Ensured that all production changes were processed according to Change Management policies and procedures.
Ensured that appropriate levels of Quality Assurance had been met for all new and existing products.
Ensured that products and changes were fully documented, supportable and captured in the Configuration Management Database.
Worked on a team to categorize, prioritize and resolve software application issues dealing with all levels of the Investment.
Managed technology organization in support of our Equity groups.
Functioned as a liaison to the business community ensuring issues important to clients were identified and addressed or directed to the appropriate area.
Responsible for troubleshooting production issues, solving problems and implementation of production software.
Exhibited knowledge of modern software operating systems and experience in supporting distributed component-based software solutions.
Escalated and followed through with missing feeds/errors to providers.
Promoted code from Integration to the QA environment and into production using provided tools and process.
Worked effectively with developers to understand program functionality and helped troubleshoot problems.
J. Singleton, cont’d 4
BLOOMBERG LP, New York, NY 2002 - 2005
Electronic Trading Support Specialist
Monitored Bloomberg Systems for Performance and Integrity.
Maintained System functionality for US and Foreign (international) clients.
Conducted troubleshooting for all (global problems) issues that pertained to Users and Clients in the Production/Test Environment.
Enhanced productivity by editing scripts for programmers and clients.
Assisted programmers and administrators in order to resolve any system- related issues.
Participated in the initial training of new employees in the Auto Execution/Tradebook system environment.
Recognized and identified potential areas where existing policies and procedures required change, or where new ones needed to be developed. (Initiated corrective action).
Created technical documentation and conducted sessions as relevant to area of experience.
Documented Critical problems and support issues as required for management reporting and future reference.
Maintained technical proficiency through continuous learning, Unix software testing and other professional development activities.
Communicated effectively using excellent presentation both written and orally
Ensured that all trading system databases were up and operational.
Contact this candidate