Support Service

John T. Ryan

**** ****** ****** • Raleigh, NC • 201-***-**** • add5i9@r.postjobfree.com

EDUCATION

Trinity College Dublin, Dublin, Ireland November 2018

Master of Science in Entrepreneurship

University of Delaware, Newark, DE May 2007

Bachelor of Science in Finance

PROFESSIONAL EXPERIENCE

Constellation Digital Partners, Raleigh, NC April 2019 – November 2019

Client Support Consultant

Established new client support procedures for receiving inquiries from the Credit Union client base

Developed escalation strategies and procedures for 2nd and 3rd level support requests for a 24x7x365 service level requirement

As an Administrator, created Zendesk Forms for client issue ingestion and escalation

Trained and supervised new client support team members

Consulted with the Constellation Technical Development and Engineering teams and performed UAT for new functionalities and enhancement requests

Created the 1st “New Client Support Employee Handbook” to assist with acclimating and onboarding new employees

Reviewed and procured the company-wide telephony system

Completed vendor risk assessments when onboarding new vendors

Bank of America Merrill Lynch, New York, NY December 2013 – September 2017

AVP – Credit Risk Monitoring

Monitored approximately 40 counterparties with a total risk exposure over $37.5. Billion within Financial Institutions Credit Risk (FICR) with a focus on U.S. based Broker Dealers, Banks, and Exchanges

Assisted in the creation of credit approval memoranda to approve new and amend existing loan commitments and trading lines while ensuring they were processed accurately through the various bank systems downstream

Independently developed a funds availability model to calculate funds available to lend for secured overnight loans

Led a Global project designed to capture and integrate billions of dollars of potential Exchange risk exposure into monitoring systems

Confirmed interest rates with clients and provided approval for secured and unsecured overnight loans

Provided daily monitoring of collateral positions and approval of collateral release requests for loans secured by marketable securities averaging ~$40MM

Reviewed Credit Agreements and ensured all loan covenants were tracked according to bank policy within a portfolio of approximately 50 credit facilities

Standard & Poor’s, New York, NY April 2009 – December 2013

Lead Product Support Specialist

Served as primary contact for the Global Credit Portal, RatingsXpress Data Feed, Structured Finance Interface and CreditModel applications

Hired, trained and supervised new client support teams

Consulted with Product Management team and performed UAT for new product launches and enhancements to the client facing site the Global Credit Portal

Researched complex credit topics for institutional investors to develop industry wide in-depth commentary reports

Assisted clients in creating custom portfolios for research updates and credit rating alerts

Standard & Poor’s, New York, NY October 2007 - April 2009

Issuer Services Consultant

Managed credit and collection of receivables for institutional clients averaging $10 million to $16 million annually

Handled all aspects of client servicing including responding to all inquiries, compiling financial data for clients, preparing new account documentation, reconciling accounts, and maintaining contact management databases

Initiated and processed a variety of accounting adjustments

Reviewed daily wire reports for received payments that required additional research

Collaborated with senior level clients regarding account issues including non-payment, explanation of products and services, service cancellations, and fee calculations for the Public and Structured Finance business units

PERSONAL INFORMATION AND OTHER

Citizenship: Irish and America

Proficient in: Salesforce, Zendesk, Capital IQ, Bloomberg, Jira, Loan IQ, ACBS, DTC Settlement Web, Syndicated Loan Deal Sites, ECN Foreign Exchange Platforms, S&P Credit Mode

Contact this candidate