Customer Support Analyst

MICHAEL HANDELAAR

Basildon Essex.

Mob: 075********

Email: ***********@*****.***

PERSONAL

Client-focused Fix support analyst with 8 years of experience. Self Motivated with excellent customer support skills. All asset classes, supporting clients portfolio's. Strong Client support and Project management skills.

WORK HISTORY

Oct 2016

to

Present

Logistics Co-Ordinator

Royal Mail

Canvey Island

Preparing postal reports for signed/unsigned parcel and post. Preparing rota's for all postal deliveries for Canvey Island Branch. 26 Postal rounds 12 delivery vans.

Delivering both post and parcels when needed during busy times. Oct 2016

to

Present

Logistics Co-oOrdinator

May 2015

to

May 2016

Lead fix consultant

TradingScreen SaaS providing of trading and investment software solutions. London

Implementation/supporting customers in all asset classes. Main contact for escalated issues. Creating new procedures for implementation and support roles. Updating sales/management with all on-going issues. Business Analyst.Gathered information from stakeholders/developers to make changes to customers databases. UAT testing before moving into production. This was done with various customers from large banks (UBS BAML) to small hedge funds. Troubleshooting client issues comparing trades customers had sent to what the TradingScreen portal and fix data via Unix had produced. l Maintain TradingScreen platform. Includes FX/Equities order platform l Troubleshooting via Unix/Linux.Some Unix scripting. l TCP/IP Troubleshooting(connectivity)

l Performance Reports for Management.Excel spreadsheets created for monitoring customer usage on TradingScreen Platform.

l Maintain/update TradingScreen web admin platform. l Worked with Contractors for facilities management. l Service desk support taking between 60-80 calls a day. l Calls taken from Brokers,Market Data Teams&CEO's these would include all the major banks such as UBS,Deutsche,HSBC&Morgan Stanley. l Jira ticketing system.

l Updating Confluence for documentation.

l Dealing with Vendors Bloomberg,Reuters,Fidessa,MarketAxess. l Exposure to XML/SQL

l TradingScreen,Bloomberg&Reuters API's.

l Customer Sales B2B.

l Incident management. Global reporting to both internal and external clients for major incidents.

Jan 2008

to

Mar 2015

Fix Support Analyst.

Bloomberg LP. Financial news,data and analysis.

London

Fix Support Desk taking between 70-90 calls day.This would be via phone,email&Instant Bloomberg(IB).

85% first time fix rate.

100% within 2 days, working within SLA agreements with major clients, such as RBS,Lloyds,JP Morgan.

Excel reports generated for management for KPI within our Global teams. Calls answer within 10 seconds.Percentage of faults resolved within 1 hour.Customer Feedback on how there call was handled as a percentage.

l EMEA Fix support team leader for 4 years team of 10 l Created Global Fix exams for team to take.

l Internal certifications taken on all assets classes and their workflows. l Good Knowledge of technology on Broker dealer and buyside. l Understanding of Financial Markets.

l Unix troubleshooting skills.

l Front line support to all major banks UBS,HBSC,JP Morgan,Morgan Stanley. l Managed client migration and connectivity projects globally and regional. l Liaised with clients business and vendors to gather trading requirements. l Configured and deployed Fix sessions in both Production and UAT environments. l Updated sales/business on a timely basis on the progress of client projects and faults.

l Documented Project and platform details.

l Designed and installed new tools within bloomberg's fix environment. l Documented handover details to our global fix desk. l Led and mentored new starters within the FIX team. Jan 2012

to

Jan 2013

Bloomberg Trading Solutions Connectivity & Integration Bloomberg LP

l Worked on GNET professional interface.

l Capturing user requirements through client meetings. l Managed completion implementation.

l Provided documentation and training to support desk. l Created upgrades for 15 clients.

l Supported FIX CMF Connectivity

l Certified MQ connectivity and testing.

l FTP for user permissions for certain applications. l ADMIN FIRM go, to configure user accounts and account groups. l BRKK Broker setup.

l Trade costs cuts for broker commissions, Stamp Duty and Market Fees. l Decision Support MAV go, BDS go.

l Incident management/Post Motems.

l STP Knowledge.

Jan 1996

to

Jan 2008

Technical support.

Bloomberg LP

London

Various Roles in Bloomberg.

1996-2000. 1st line technical support to both our internal and worldwide customers. Provided telephone support and liaising with our engineers to resolved faults. 2000-2008. Escalated Technical Support.

Providing support to our Major Customers.

Credit Suisse,Merrill Lynch,UBS.

l Managed Field service engineers around the UK and Europe. l Worked within agreed SLA agreements for Major banks, HSBC,HSBC,Deutsche Bank,Nomura,Daiwa.

l Customer support Team leader.

SOFTWARE/SYSTEM SKILLS

Used Various software packages

Microsoft Word/Excel 2007-2010 proficient.Power point. UNIX.TCP/IP. Bloomberg AIM,TOMS,EMSX,SSEOMS,Fixed Income. FX.TSOX FIX CMF.

ACHIEVEMENTS

Major client wanted to make to changes to the way fix tags were sent over to Bloomberg in their production environment, this was an urgent request but due to a code freeze over the Christmas period no changes was being undertaken until the new year. After talking to Business manager and programming manager in New York and explaining the situation and the effect it would have on both Bloomberg's and the clients business, I got this change push through saving the broker losing some of their clients and showing that we were flexible and willing to go above and beyond for our clients. This saved the broker from losing clients and revenue.

l Project managed over 100 customers in a 4 week period to change their IP addresses when connecting into Bloomberg. The move was required so customers were connected to a more reliable network.

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