Experience

Chicago Trading Company

• United States
• Financial Services
• 500 - 600 Employee

• Client Services

  • Aug 2022 - Present



Providence Equity Partners

• United States
• Financial Services
• 100 - 200 Employee

• Senior Technical Support Specialist

  • Nov 2017 - May 2022

  PEP is an American global private equity firm focused on Media, Communications, Education and Information Investments; specialising in leveraged buyout transactions as well as growth capital investments. Supporting approx. 45 users in London Office & a further 10+ in Hong Kong and Beijing with additional Ad-hoc support to US offices (450-500). Delivering high end support to Deal & Business Associates, C lever users and EAs from troubleshooting application issues to maintaining upgrades throughout their rollout of the new Win10 setup. Recording IT Asset records, dealing with 3rd party support and vendors/contract management • Remote support for users working from home or traveling via VPN and MobilePASS+ soft token s/w; migration support to DUO Mobile security (soft & hard tokens) 2FA • Maas360 Support for all Apple devices • Administrating and supporting Druva Insync & WatchDox. • Supporting s/w from Aexeo, PeopleSoft (Excel add-in), VPM (Sunguard), CapIQ, Blm along with standard applications. • Server admin and support, Data recovery, print services (Fiery/ Canon MFP setups) • VC setups for internal and external clients, Skype for Business & Loop Up (Audio Conferencing) • Slack support (replacement for Skype IM) • Documentation of processes and procedures • SEP protection and Anti-Virus Monitoring along with Cisco AMP protection. Proofpoint for email and attachments. • Mitel Phone/Voice administration and support • Phone system Migration to RingCentral Cloud service; Soft Phone support on PC/Laptop use, Soft Phone app on Smart phone (Apple) environments. RingCentral Admin support • Polycom AV setup and support for internal and external contacts • UAT testing on new technologies. • SSO admin, Connector setups, Rules and maintaining the Security Groups • Project management Show less



RBC Investor Services

• Canada
• Financial Services
• 700 & Above Employee

• Business Support Specialist

  • Oct 2015 - Feb 2016

  Global Asset Management - Business SupportSupporting 60+ GAM users; VIPs, Executives, Managers/Directors directly, changing the perspective of IT in the UK and providing further software support globally.• Providing extra support and direction on existing Projects for CRM SalesForce s/w integration, Maas360 Mail Client for iPhones/iPads & Android. • Documenting and structuring Distribution Lists and Data Structure with Group Access security for both UK based and global users including service accounts.• Supporting a number of Market Data/Trading apps and bespoke applications relevant to the business: FactSet, MorningStar, Bloomberg and Reuters.• Addressing business requirements and putting forward documented reports on process and procedures for new apps and decommissioning of old h/w & s/w.• BES & Device support along with BYOD.• Building Vendor and Contract relationships, initialising End User training on new and upgraded systems with 3rd line support.• Providing AV support for meetings and conferences, supporting dealer boards and desk phones.• DR testing PCs and apps installation documentation. Show less

• Win7 Project Engineer

  • May 2015 - Sep 2015

  Win7 Project - Trade Floor Support/Project Support May.2015 – September.2015Supporting approx. 2500+ users across a number of VIP and trader departments from Compliance (surveillance & advisory), Trading desks to Finance to Commodities, Law and Management from business execs/VIPs up to CFO, CEO and stake holders during Win7 Migration project • Maintaining typical BAU for users assisting with the rollout of a Global migration of Win7 and departmental specific apps. • Providing high customer focussed support and personal assistance to technical users, and carrying out UAT support for less computer literate users. • Delivering end implementation for the users and maintaining expectations through to hand over to standard support.• Troubleshooting Market Data and trading apps and testing upgraded versions to ensure that there is no data access lost which would impact Business transactions. Providing training of users on new s/w GUIs. • Project Planning for daily and weekly rollouts and reporting to the PM and PMO and influencing deployment procedures. • Dealing with bottlenecks for building, USMT, UAT and End user testing. Stress testing on the devices on new and bespoke apps. • Creating alternative processes, enforcing Data access is maintained in deployment and data migration onto new s/w. • Working within a SCCM deployment environment and manual installs including remote support, web based access apps. • Addressing fail points in processes, apps and h/w performance.• Drawing up documentation on new processes, workarounds and install guides with technical requirements.• Providing progress reports to the PM and PMO. Show less



Natixis Corporate & Investment Banking

• France
• Financial Services
• 700 & Above Employee

• Trade/Desktop Support

  • 2016 - 2016



Standard Bank Group

• South Africa
• Financial Services
• 700 & Above Employee

• Trade Floor Support

  • Dec 2014 - Feb 2015

  Working in a highly pressured fast paced environment maintaining BAU during a company merger for both Traders and Investment Bankers, supporting Dell equipment and BB with BYOD, and Cisco phones with Call Manager admin and IPC dealer support. Supporting a user base of 250-400+ of Traders, Investment Bankers and VIPs. Managing Customer relationships and expectations, providing documentation. Supporting Win7 environments for laptops, desktops, workstations and thin clients • Cisco voice support and Call Manager admin for account setup and configs, AV setups and training. Device fault management, BES Admin and contract management. IPC dealer board support, installing and testing new lines with the bearer, programming new users, lines and buttons and general • WebICE support and ICE chat under yellow jacket Reuters Messaging and MSCommunicator • Troubleshooting the Citrix profiles and connections and VDI units & configs for users • Working in a Multi OS and MSO environment from XP to Win7 & 2000 to 2010 • McAfee AV and Endpoint Encryption support • Reuters and Bloomberg Professional and Anywhere support • Managing Vendor relationship and maintaining CRM for End Users • Troubleshooting bespoke s/w with 3rd party vendors and clear processes are followed • Migration impact follow up and generating new Procedues/Processes • Data recovery and backup restorations • Working within a constantly changing environment due to company mergers and policy/procedure changes and ensuring the End Users are aware and assisting where changes are effecting work processes • Highlighting broken procedures, live IT business systems not meeting requirements or hindering service Show less



ED&F Man Capital Markets

• United Kingdom
• Financial Services
• 100 - 200 Employee

• Trade Floor Support Engineer

  • Jun 2014 - Aug 2014

  MCM is the finance division of ED&F Man Group which trade in commodities, there are approx. 100-150+ users. Providing support to VIP users and Traders on site London (incl. BO users) and providing remote support to the HK office and the Brazilian satellite office in Sao Paulo and Miami whilst working alongside the Chicago office (an additional 40+ users). Supporting a varied amount of trading technologies from Reuters/Bloomberg to FSS, CQG Trader, Murex, Xtrader & Sword to name but a few. Providing support to MS std apps such as Win7, MSO 2010/2013 Office 365 and working within a Cloud environment. Server support and admin for Exch and AD. Troubleshooting the eVault backup software and constructing new Jobs with subtasks for backup procedures. Utilising Solarwinds (dameware) for remote support. Logging and closing of incidents, raising problem tickets and dealing with 3rd party vendors. Procurement of new equipment and installing new s/w & h/w. • Constructing Front Office’s DR PC image and testing, providing s/w matrix for follow up installations and locations • Troubleshooting dealer board issues and adding new lines for groups (SpeakerBus) • Liaising with banks & trading systems on trouble shooting and removing/adding users accordingly (BAML, GS, Nomura, BARX, Morgan Direct, EBS, Citi FX, DB, UBS & BNP) • WebICE support and ICE chat under yellow jacket. • On-site support for IIS and SQL srvs running Wires s/w & dbase • Assisting with the BYOD for email setup and remote access via the Juniper server and admin Show less



Noble Group

• Singapore
• Transportation, Logistics, Supply Chain and Storage
• 500 - 600 Employee

• Trade Floor Support

  • Oct 2013 - Mar 2014

  Noble is a fast growing Commodities Trading company based in the West End supporting 250 – 300 users on site (London) supporting further sites across the EMEA region (Europe, Middle East and South Africa) adds another 300 – 400+ users. The main objectives were to support the Traders and VIPs to the BO staff, due to the nature of the business support was provided during the day on a shift rota (0700 – 2000) and out of hours split between a team of 3. Typical duties would be the day to day running of all systems and endeavouring to maintain a high customer focus driven support. Supporting Market data apps from Bloomberg, Reuters Eikon, TT X Trader, Updata, Trayport, ICE and many more. Dealing with procurement of Desktops, Laptops & Workstations along with Blackberry’s and other IT equipment and bespoke software. Working in Noble is an extremely fast paced environment, and working to very tight deadlines ranging from new starters to software and hardware deployment and troubleshooting issues for hardware/software. • Support for multiple sites for EMEA whilst rendering support to APAC and NOAM and their users • Cisco voice support and Call Manager admin for account setup and configs, AV setups and training. Device fault management, BES Admin and contract management. BT ITS dealer board support, installing and testing new lines with the bearer, programming new users, lines and buttons and general troubleshooting. • Building and configuring Dell/HP desktops, Workstations and Laptops with varied peripherals and Cannon MFPs support • Software consisted of std Microsoft apps from WinXP-Win7 MSO 2007 & 2010, Citrix support, Permissions, data recovery. Emails security, Malware/AV removal and support. Market Data apps, account management and trouble shooting • Project work support, roll outs, SCCM deployment and imaging. Asset management, upgrades and decommissioning • Maintaining relations with 3rd party vendors, tracking processes of orders and new queries Show less



WTMS

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Desktop Support Technician

  • Sep 2013 - Oct 2013

  Performing 2nd & 3rd line duties; supporting 900+ users from Voice, Data/Software & Hardware/Networking over a multi OS environment. Building both HP PC’s and Apple MACs. Initially brought in to deal with back log of tickets built up due to prior Contracts and people away on holiday Performing 2nd & 3rd line duties; supporting 900+ users from Voice, Data/Software & Hardware/Networking over a multi OS environment. Building both HP PC’s and Apple MACs. Initially brought in to deal with back log of tickets built up due to prior Contracts and people away on holiday



innogy SE

• Germany
• Utilities
• 700 & Above Employee

• Trade Floor Support

  • Jul 2010 - Jan 2013

  RWEST is a large company with a large group of companies purchased behind them; I directly support the Commodities Broking section of the company (approx 400 staff but growing fast – London site). The 80 traders we support contribute to 40% of the group’s overall profit, outlining the importance of the London office and our IT support team. We are normally located within the Trade floor giving direct access and quick responses to the Traders needs. VPN connectivity (eg secure ID) troubleshooting & demonstrating to new users. All work and Projects under an ITIL process environment. Implementation of DR site for Traders off site, maintaining DR site and documentation • Working in an ITIL framework environment • Coordinate the Front Office & Back Office Support teams with our Team Lead (based off site) with team requirements, issues, jobs and Rota's • Management and Coordination of the Incident ticketing system along with SAP Procurement system for new & existing customers from h/w & s/w, voice requirements & permission requirements • Maintaining existing documents and creation of new IT support procedures for all apps • Project Support for London and for multiple sites; procedures & technical input along with prep for live testing • Voice Support for the Avaya phone system administration and troubleshooting and IPC dealer boards for Traders • Working in a Multi OS and MSO environment from XP to Win7 & 2000 to 2010 • High Personal Skills: Excellent customer focus. Analytical mindset to diagnose issues under pressure. Strong interpersonal skills • Blackberry, iPhone and Android support, BES admin for blackberry’s • Procurement of software services/Voice and new Tech hardware. • WinXP/Win7 package building and testing, working with the QA teams to enable a working package deployable. UAT for apps and configs and reporting Show less



Square-Enix (Eidos.com)

• London, United Kingdom

• Desktop Support Technician

  • Nov 2009 - Jun 2010

  Supporting approx 300+ users. Providing 1st line support where possible. Supporting HP Compaq h/w and Sony Laptops, High end gaming machines (multiple h/w configurations working within corporate environment), consoles & Mac’s(Parallel for Windows profile and LAN access). Setting up meeting rooms with upgraded equipment and screens to work in a multi platform environment (presentation including beta gaming demo’s) providing and setting up equipment for Press Release/Test environments. Supporting multi platformed PC’s (WinXP, Vista, Win7(beta test environments)) and building and imaging machines, LANDesk server for deployment and remote connectivity. • Creating and troubleshooting user accounts under AD and Exchange server • Support & troubleshooting Blackberry devices and user accounts under the BES server • Management of helpdesk calls and prioritisation • Supporting refurbishment project for company site combining 2 sites to 1 • Management of current assets for redeployment, charitable donation or data safe recycling • Agresso application troubleshooting • Perfecting user manuals for ease of use and understanding & new starter inductions Show less



Gazprom Marketing & Trading

• United Kingdom
• Oil and Gas
• 200 - 300 Employee

• Trade Floor Support

  • Jun 2008 - Jun 2009

  Supporting approx 300+ users, coordinating the 1st support with 2nd/3rd line support and Development based problems. Managing support for 4 locations (Kingston HQ, Manchester (Retail), Paris (Retail) & Houston (LNG)). Basic Bloomberg & Reuters installs and troubleshooting peripheral equipment. Typical day-to-day support in a Wintel environment and working within an ITIL framework within a fast growing Trading company. Addressing user needs with various depts. and raising new directions to management. Troubleshooting Abby Lingo and Deltaview Workshare s/w and custom s/w apps along with PDA’s, Palms & Blackberry’s. Remote support for users in the office and off site utilising Citrix and remote access tools • High level Customer Focused support & managing Incidents and Work Orders within a high pressured trading environment • BES server admin and Blackberry support • Management of helpdesk calls and prioritising accordingly • Complete h/w support for on-site and remote and s/w troubleshooting issues and addressing new s/w required within Depts. • User training with new equipment and s/w • Creation of IT procedures and documentation in aid of knowledge base • Creating machine images, imaging machines for rollouts and upgrades under LANDesk • Staff training with common systems and induction for new staff. • Management of IT infrastructure purchasing of new equipment and deployment Show less



UCB

• Belgium
• Pharmaceutical Manufacturing
• 700 & Above Employee

• 2nd line Support/ Remote Support

  • May 2006 - Dec 2007

  Supporting approx 450 directly for remote and travel troubleshooting (out of 1000 users) along with desktop support. Maintaining and running of the remote user support projects for the SF, MSA, MO & Homeworkers. Project Documentation and training manuals for users in the field. Training methods for VPN from home or travelling, laptop use and applications. General day-to-day support for on-site and remote users. Support Marketing dept along with the Commercial team; marketing and specific (Dendrite) data analysis apps & tools support. Imaging under Altiris and s/w deployment. The IT Dept worked to ITIL compliancy and framework • High end customer focus in resolving issues • Project Support with ongoing and new projects: Project coordination • Supporting Windows W2K, XP on-site and across VPN links • Supporting standard Windows applications from Office 2000 to 2003 • VMware test environments for software testing and troubleshooting • 3G/GPRS card support & training • Utilising remote tools from Dameware to remote consoles under network applications & RDC • Server admin tools from AD and Exchange and Altiris for packages and deployment. • SF Dendrite s/w support and liaising with Dendrite support to resolve issues • Deploying laptops to externals and rollout of equipment. • Maintaining the details for remote solutions and recording information • Identifying new methods for VPN connections & addressing connectivity issues • Identifying issues with remote sites, data comms and data access • Liaising issues with SF s/w company on problematic issues to resolve for national wide user base and Marketing business analysts • Supporting the entire Ireland Sales force and Office, addressing issues with company migration • Wireless support including via iPass • Providing support for users nationally & internationally • Reporting concerns or areas which need to be addressed internally or external issues • Configuring and troubleshooting of ADSL router configs Show less



Centrica

• United Kingdom
• Utilities
• 700 & Above Employee

• Remote Desktop/ Project Support Engineer

  • Mar 2005 - Mar 2006

  Support approx. 9000 users office based and remote workers (in a team of 8). Providing day-to-day support for various levels of staff. Liaising with 3rd party support and managing the maintenance of kit upon kit failure under warranty or out of warranty fixes. Issuing new & replacement RSA tokens and running online and over the phone troubleshooting with users. AD & exchange admin for existing and new accounts. Management of the RSA token Dbase of user ID’s and information. Trained under Altiris for desktop deployment and software package deployment. Fixing ADSL routers for re-use and liaising with ADSL ISPs & BT for accessing Line fixes & progress, Re-acting to tickets logged via Remedy. • Altiris training for installation and deployment • Issuing & maintaining the RSA tokens under ACE and trouble shooting • Leasing with 3rd parties for HW kit and leasing with ADSL ISP & BT over VPN issues (incl. ISDN & PSTN) • Altiris deployment for desktop/laptop packages & software. • Remote management & support over VPN • Troubleshooting for the Wireless Networks within the offices • Managing the distribution of calls and Priority calls for VIPs • Writing technical documents to act as a guideline or support papers for common or repetitive issues • Help present solutions to technical issues & procedures for helpdesk to have a better ability to resolve. Show less