SUMMARY:

Extremely talented, self - motivated, enthusiastic support professional with a background in Credit Fund and Private Equity funds. A good understanding ITIL practices. Able to troubleshoot problems in multiple environments. Strong technical and analytical skills. Excellent communication skills, ability to multi-task, and work towards tight deadlines. Able to handle a fast paced trading environment. Sense of urgency when handling production issues impacting the desk\firms ability to do business. Experience of monitoring software and maintaining and improving existing processes.

TECHNICAL SKILLS:

Software / Financial Applications: Front desk support experience, Lawson, Investran CRM, VPM, Wall Street Office, TyMetrix T360, Everest, EMC Documentum, Prodiance, IVP, Talend, Data Warehouse, Confluence Wiki, Tidal Enterprise Scheduler, SDLC, JIRA, MYSQL, SVN, SFTP/FTP, WinSCP, PGP, Microsoft Dynamics/Solomon, Intralinks, SharePoint, Numara Footprints/Service Now, SQL experience using Oracle and Microsoft SQL Server, Microsoft Office Suite, troubleshooting skills for Windows and Citrix clients and Server 2003 and 2008

PROFESSIONAL EXPERIENCE:

Application Support Lead

Confidential

Responsibilities:

• Oversee daily team activities, including incident handling and intake from multiple channels.
• Incident handling and grooming, review of ticket queues. Oversee the classification of intake requests into reporting, development and incident tracks.
• Act as a liaison between IS and business users to coordinate and clarify requests and provide education as appropriate. Facilitate communication during incidents, including critical incident handling.
• Monitor release management to find production problems subsequent to releases.
• Coordinate and communicate issues for Second and Third Tier support.
• Coordinate same day requests to meet or exceed defined SLA targets.
• Coordinate with Release Management and Development staff to ensure timely and effective software releases to all test and production environments.
• Mentor and cross-trained other members of the team and create WIKI documentation for end users and support personnel
• Assess and report on the effectiveness of team initiatives, assist management as needed.

Application Support Specialist

Confidential

Responsibilities:

• Provided Level II support to traders, business users and developers for multiple vendor and internal applications written in Java, C#, Silverlight, SQL/MySQL and SharePoint.
• Mentor and cross-trained other members of the offshore team and created WIKI documentation for end users and support personnel
• Complete ownership of production incidents including coordinating with multiple departments, priority assessment, incident resolution/escalation, problem identification, root cause analysis and post-mortem analysis.
• Windows-based application support (knowledge of IE/Firefox/Chrome, Microsoft Office and plug-ins, Active Directory, Windows registry, etc.), Python scripting and Linux/UNIX command line experience.
• Maintain Cisco Tidal Scheduler environment: user administration, job transportation, licensing, capacity planning, software/hardware upgrades and patching. Monitor all jobs, report any abnormalities, perform basic troubleshooting, and escalate as needed for resolution.
• Coordinated and track production releases with developers, business and Credit and Corporate IT. Worked with vendors to troubleshoot software problems and implementations.
• Worked with Corporate IT, developers and business users to perform group membership cleanup and application audits required for SOX compliance.
• Responsible for researching, developing, and implementing testing methods and procedures. Ensure that software meets the highest quality standards and monitored existing systems for defects
• Performed server certification after infrastructure patching to ensure that critical systems were available for the business before the markets would open.
• Developed, wrote and coordinated DR efforts for the Capital Markets department including designing/testing scripts, assigning resources, scheduling meetings and obtaining sign-offs from the business heads.

Application Specialist/Credit Support Manager

Confidential

Responsibilities:

• Interacted with infrastructure, release management, change management, QA, DBA and application teams on new releases.
• Provided regular status reports to management on application status and SLA metrics. Collaborated with management to improve and customize reports related to production support.
• Arranged, assigned, adjusted and monitored shifts to have appropriate coverage.
• Advised and consulted with departments regarding the identification of software and information infrastructure problem areas, determined procedural changes and/or application program modifications, and assisted with problem resolutions.
• Provided technical support for Fortress in-house and vendor applications for the following departments:
• Private Equity: Provided support for Investran: generated investor lists, added classes for Investors, rollback financial periods, set up legal entities, user administration, Import Active Templates and Allocation rules.
• Credit/Hedge/Bondcastle: Support for Wall Street Office: updated maturity, activated portfolios and composite filters, WSO reports, user administration, client installation and troubleshooting, etc.
• Helpdesk: Took ownership of Numara Footprint tickets by correctly assigning tickets and diligently following up with the teams until issues were completed and users were satisfied.
• Documentation: Took ownership for the design and creation of the company technology WIKI.
• Created user guides, FAQ and errata documentation using Confluence Wiki and trained others.
• IT Compliance: Perform group membership cleanup and application audits required for SOX compliance.

QA Lead Tester/Application Specialist

Confidential

Responsibilities:

• Oversaw entire software development life-cycle of several quantitative applications from analysis of client needs to prototyping and implementation.
• Assisted developers by testing, documenting and identifying problems in C# and VB.NET applications.
• Performed regression testing using manual and automated tests using Excel macros and Visual Test 6.0.
• Reviewed deliverables prepared by development team before passing them to the business users.
• Managed process of moving applications from QA to production by scheduling, installing and providing ongoing support to users.
• Assisted business users by writing and running Oracle SQL queries to retrieve specific views of market data and ran data exception reports required for live trading using Crystal Reports.
• Collected new feature requests from the business users and maintained an enhancement database. Conducted DR testing and database recovery scenarios and provided backup support for the department's Oracle DBA.