James Henderson

*** **** ********** ******

Atlantic Highlands, NJ 07716

917-***-**** - aczgw3@r.postjobfree.com

IT Operations Lead / Project Manager / Process and Change Control Professional / Service Management Service Delivery Extensive experience in Application Support / Project Management/ Release Management / ITIL Service Management

- Articulate, ambitious and results-driven candidate seeks to transition a demonstrated record of success leading application integration support and release management career role in operations management within a world class organization

- Expertise in leading teams of technical professionals providing mission-critical 24/7 support for financial services and equity firms engaged in the use of proprietary trading systems and services.

- A demonstrated record of success leading operational (DevOps) teams as a hands-on project coordinator

- An effective communicator skilled in cultivating relationships of trust and confidence with individuals at all levels within an organization, us i ng coaching and mentoring methodologies to motivate performance in team members using multiple reporting metrics.

LEADERSHIP AND EXECUTIVE MANAGEMENT QUALITIES

PROFESSIONAL HISTORY

2014 to 2015: ULLink, Manila, Philippines • Head of Client Operations in Manila Managed the NYFIX to ULLink, Manila Office Transition handling infrastructure migrations, operational processes, and team personnel structure implementations

- Partnered in the development, execution, and management of recruitment and training plans in order to build the Client Operations department of the Manila center in accordance with the agreed resourcing plan and objectives settings for staff skills and profiles.

- Planned, organized, coordinated and controlled Information Technology and commercial production/operations.

- Ensured that internal and external client operation services efficiently performed and costs tracked.

- Coordinated and Implemented process controls and day to day used with activities in handling support, release management, client implementations and properly reported to change control services.

- Managed and reported quality metrics for performance improvements for all Client Operations teams.

- Implemented ongoing quality improvement processes working with interdepartmental teams.

- Coordinated Client Operations of all products delivered by the Manila center. 2000 to 2014: NYSE Technologies/NYFIX Inc., New York, NY • VP of Global Application Support Led application and Integration support for an independent software and managed services provider firm providing trading systems and services to the financial sector. Effectively, managed the Production Engineer Group of technical professionals dedicated to supporting and implementation for the NYFIX Environment.

- Management of the continuous availability and performance of a broad spectrum of applications and In-house trading solutions and maintained accountability for the success of over 3,500 FIX sessions each day with 99% uptime.

- Coordinated and lead the release management deployment of new and updated applications into the User Acceptance and Production Environments.

- Introduced a series of service management process improvements, that captured measurable gains in efficiency, productivity and operational effectiveness increasing communications between developers, clients, and business stakeholders relating to new connections, upgrades, and enhancements.

- Leverage superior subject matter expertise to serve as a trusted advisor and mentor to the team, developing skills and competencies and positioning each individual for success and advancement to positions of higher authority.

- Executed a full spectrum of responsibilities associated with the deployment, testing, and ongoing support of the product portfolio, working with a client base of equity firms and financial institutions.

- Responsible for the Management the daily management of support, release management, change management planning and coordinating of internal operational teams for daily and weekend planned events.

- Incident and Problem Management coordinator, owner of incident calls and problem follow through, and resolution tracking

Operations Leadership Release and Process Management

IT Application/Service Management Application Deployment and Testing

Project Management Coordinator Management of Quality Assurance Issues

Product Life Cycle Management

Meeting Coordinator

Incident and Problem Management

Collaborating with Third Party Vendors

- Collaborated extensively with stakeholders with Financial Institutions managing connectivity, infrastructure, certifying FIX connectivity to internal and external products, and performed technical and business testing.

- Managed the development of new test platforms to drive pre-production User Acceptance Testing.

- Introduced a process to allow changes to which were performed in real-time while actively managing risk. 1998 to 2000: Warburg Dillon Reade, Stamford, CT • Systems Analyst Ensure continuous uptime of sophisticated trading systems for this investment bank. Led support initiatives for 400 equity traders. Monitored server processing across 20 UNIX environments. Supported the distribution and validation of web certificates to clients. Worked with third-party vendors to resolve complex technical issues on trading desks.

- Served an integral role monitoring server processing across 20 UNIX environments

- Administered and supported the distribution and val idation of web certificates to clients, empowering firms to access WDR's global website to upload and download orders and execution reports throughout the trading day.

- Engaged in daily interaction with third party vendors to address and resolve issues on the trading desks with NYFIX, Brass, Fidelity, Bridge, and AUTEX (Thompson) systems. 1991 to 1998: Pepsi-Cola, Somers, NY • Senior Program Analyst Maintained responsibili ty for all facets of quality assurance and Y2K compliance for the Field Sales and Support Systems of this bottler and distributor of carbonated and noncarbonated beverages, while addressing dai ly technology and system integration issues for the National Field Reporting System.

- Contributed to the success of a migration to Crystal Reports and Red Brick Data Warehouse platforms from UNIX/SQR-based reporting, identifying potential technical issues and defining development strategy

- Led an upgrade of reporting processes to incorporate sales data from Pepsi Franchise-Owned Bottling Operations. Early Career Pepsi-Cola:

Programmer - Pepsi-Cola National Business Unit, Somers NY Programmer – Pepsi-Cola Customer Service Center, Winston-Salem, NC Systems Support Analyst – Pepsi-Cola Customer Service Center, Winston-Salem, NC System Response Center Analyst, Pepsi-Cola National Business Unit, Somers NY EDUCATION & PROFESSIONAL CERTIFICAT IONS

- Bachelor of Science Degree in Finance and Marketing - Manhattan College

- ITIL Service Management Foundation Certification

- Management Development Program Completed

TECHNICAL SKILLS

Linux, Sybase, SQL, SQR, Oracle, Red Brick, C/C++Programming, Crystal Reports, Remedy, TIBCO, HP-UX System, Solaris Unix System/Environment, Cron, Autosys, Tidal, Windows Operating System, ITIL Foundations v3, Working on PMP Certification, Meeting Coordinator, Service Now, JIRA, Salesforce, Support Management, Development Lifecycle Process, Change Management

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