Vice President – Application Support

Qualifications Profile

Seasoned and performance-focused IT professional with over 18 years of experience in system, software and hardware, and application maintenance, technical support and troubleshooting, and project management. Well-versed in developing, implementing, and streamlining organizational information systems, software applications, and IT support and infrastructure systems. Expert at overseeing plans, schedules, policies, and programs for data processing, network communications, and business operations and management to meet organizational goals. Equipped with articulate communication and interpersonal skills in building positive work relationships with professionals of all levels. Fluent in English, with working knowledge of French Language. Core competencies include:

Operational Streamlining

System Development Life Cycle

Quality Assurance

Rapid Conflict Resolution

Cross-functional Leadership and Collaboration

Business and System Analysis

Strategic Planning and Implementation

Database Administration

Change Management

Customer Service, Relation, and Satisfaction

Professional Experience

Thomson Reuters, New York, NY

Lead Technical Support Specialist – Thomson Reuters Eikon Desktop 2013–Present

Serve as the subject matter expert in providing engineering expertise on several complex products while supporting and interacting with internal stakeholders, third-party engineers, and customers to handle complex products

Conduct customer site break activities remotely or full-time on-site utilizing global consistent methodologies and tools

Provide feedback and third-level support for problem resolution that may affect customer satisfaction; as well as to internal stakeholders and third-party engineers related to Thomson Reuters products

Train frontline support teams and third-party engineers while assisting pre-sales teams in providing demonstrations as well as on architectural design, functionality, and integration aspects

Make use of several technologies to maintain and troubleshoot company’s Eikon Desktop Application.

Commerzbank AG, New York, NY

Vice President – Front Office Application Trade Floor Support 2011–2012

Rendered first and second line application support to the IB applications utilized in the Americas, which involve fixing issues coming from insufficient user application knowledge and defects in the application itself

Offered expert advices to the management for the resolution of application-related flaws or workflow issues

Oversaw key system metrics and available suite of system monitoring tools to guarantee application availability and stability while escalating issues with the Development Team for modification of application as needed

Contributed in the development of the bank’s strategic and tactical systems while maintaining and creating new system standards and procedures

Resolved technical issues through close collaboration with Global Application Support and Development teams, third-party vendors, and management teams

Utilized Citrix, Excel VBA, JavaScript, and SQL to monitor, diagnose, and fix issues for the equity derivatives Front Office and Middle Office application suites.

BNP Paribas Americas, New York, NY

Equity Derivatives Production Support Trade Floor Support 2011

Developed and initiated software components/systems to production, based on business requirements while creating technical and support documentation for the systems supported

Worked with Traders and Trading Support teams to comprehend business requirements of new projects, and coordinated the progress status and problems to the management

Cooperated with other internal IT teams to guarantee maximum performance of processes, conducted monitoring and testing to ensure stability and recoverability of the system and provided training to first-level support staff in the operation of the systems

Credit Suisse Group, New York, NY

New York Front Office Production Trade Floor Support – Securities Lending 2009–2010

Supervised securities lending systems health using quality center tracking tool while tracking issues and creating action plan to resolve or escalate problems to DSPM

Assisted traders on domestic and international desk and managed the publication of technical support documentation using SharePoint

Performed troubleshooting to application, software, hardware, and other new business applications, and coordinated with teams and other business partners to ensure proper management of all areas of the release process

Responded to emails and calls from customers and users as well as provided necessary remedy and resolved issues

Helped with quality assurance phase of product development cycle as well as monthly releases into productions environments

Merrill Lynch, Jersey City, NJ

Infrastructure Manager Project Manager – Fixed Income 2007–2008

Functioned as the project manager in overseeing several infrastructure projects within liquidity risk business area and presiding over project status meetings

Acted as the primary contact for infrastructure projects and service in collaboration with the management and numerous technical personnel, from project inception through completion

Liaised with project business owners and technical development managers to monitor delivery of performance; ensure quality; and report scheduling details, cost, and performance issues and status

Maintained close collaboration with the senior management and global teams to define process and system roadmaps that would drive improvements to the organization, processes, and uses of systems and data

Served as the ITIL service delivery manager in evaluating risks for business areas to formulate best solutions for complex problems

Functioned as the ITIL service support partner to various IT departments on infrastructure plans for credit risks, finance, market risk, regulatory, treasury business areas, and project deliverables

Formulated appropriate infrastructure strategies for hardware, memory, and storage requirements through partnership with business sponsors and application managers

Applied Availability/BCM/DR granular recovery to certificate manage disaster recovery exercises and testing for business readiness

Teamed Partnered with several teams in migrating manual test environment to an automated/scripted granular recover certified environment to boost DR failover and failback timeframe

Presented change, incident, and problem management reports to senior management to guarantee efficient handling of all changes in production environment, minimize change-related incidents, and validate SLAs reports

Made use of capacity management strategy to forecast growth and avoid production impacts and infrastructure emergencies

Implemented methodologies for testing network performance and submitted metrics and reports

Took charge of ensuring availability, recovery, and performance of operations incorporated across the division including server migration to VMware for development and QA environments, SAN storage migrations, and server consolidation

Credit Suisse Group, New York, NY

Business Analyst Production Support – Fixed Income 2004–2007

Conduct troubleshooting and resolution of issues for global credit derivatives information technology credit books and feeds for integrity of data from start-of-day to end-of-day processes

Assisted Interest Rate Products Division for New York, London, and Tokyo regions in publishing daily FID

Offered level-II and -III support for emerging market credit derivatives production environment 24x6, along with the production support for internal and external clients using locus fixed income application

Carried out ad hoc queries reports for front office client; assessed business needs of applications used in credit derivatives business area; and helped front, middle, and back offices with daily production environment issues

Monitored server issues trading software (Global Risk), Control-M, and auto sys jobs for global regions

Collaborated with development, QA, and management teams to identify support and monitoring needs and updated all documentation for all supporting procedures for knowledge sharing and auditing purposes using SharePoint

Earlier Career

Bloomberg, L.P., New York, NY

UNIX Production Support – Data Center

United Nations Population Fund, New York, NY

UNIX Systems Administrator Web Developer

Gist Communications, Inc., New York, NY

Web Developer – Technical Production

B.A.E Systems, Inc., Wayne, NJ

Software Engineer – Advanced Software Technology

Education

Bachelor of Science in Electrical Engineering Manhattan College, Riverdale, NY

Technical Acumen

Applications:

Thomson Reuters Eikon Desktop MS Windows Debugging Tools-WinDBG

Procdump MS Sysinternals Suite-Process Explorer Process Monitor FAME DB

VM Workstation Wire shark Networking Trace Tools – Fiddler HTTP Analyzer

Share Point 2007 Oracle 8i-10i BMC Patrol and Remedy SQL Server Sybase 12.5

Data Stage Oracle SQL Developer Embarcadero Rapid SQL Visual Studio

Visual Source Safe Informix SQL* PLUS Cold Fusion Studio Visual Café

Home Site Dreamweaver iPlanet WordPerfect Illustrator Query Analyzer

Microsoft Office (Access, Word, Excel, PowerPoint, Outlook, and Project)

Sun One Directory & Messaging servers 5.2 Netscape Directory Server Lotus Notes

Trade Web and knowledgeable of FIX Protocol Netscape Console Adobe Photoshop

Systems:

UNIX (Sun OS / Sun Solaris 2.5.1-2.8) Red Hat Linux Windows (XP, Vista, 7, 10, Server 2003/2008/20012)

Hardware:

HP UNIX Sun hardware platform (Ultra, Enterprise systems) & Dell Citrix

Languages:

PL/SQL Visual Basic VBA ASP Java/J2EE JSP HTML DHTML XML

SQL JavaScript Cold Fusion C/C++ Programming CSS Perl/Shell scripting

Networking:

HTTP FTP TCP/IP NFS NIS and NIS+ DNS Telnet

Web Debugging:

Wire Shark Chrome Dev Tools Fiddler HTTP Analyzer Message Analyzer

Windows Debugging:

WinDbg Debug Diag Sysinternals Suite - (ProcDump) Process Monitor Process Explorer TCPView VMMap Perfmon

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