Product Manager

• Oct 2021 - Present

Product Owner

• Jan 2020 - Oct 2021

Business Analyst

• Jan 2019 - Dec 2019

Team Lead - Trader Technical Client Management

• Sep 2017 - Dec 2018

• Managing a team of Technical Client Managers and Support Analysts and ensuring their personal objectives complement the company’s strategic and transformational goals.• Project oversight across the team and ensuring all project deliverables are met by individual team members.• Driving team member development and career progression, identifying skills and interests and aligning them with business objectives.• Contributing to operational consistency by creating and maintaining processes adhering to the ITIL Framework.• Driving client feedback through the appropriate channels to ensure the resulting product adds value to client operations.• Improving cross-functional communication and developing supporting processes to ensure optimal working practices.• Problem management reporting to Function Heads.• Iteratively improving the client engagement process to ensure risks and opportunities are communicated between internal stakeholders; re-establishing client ownership and driving forward with the concept of Technical Account Management.• Lead the recruitment initiative to hire new Technical Client Managers in to the team. Show less

Technical Client Manager

• Aug 2014 - Sep 2017

Relocated to Singapore in 2014 to join the technical client management team for Asia. One of 3 in a team focusing on:-Growth of the Iron Ore and Oil screen based trading-Technical point of contact for Asia based clients, which include Inter Dealer Brokers, Exchanges, Investment Banks, Hedge Funds, Physical Commodity Producers-Providing on site training and demonstrations for new and existing clients-Working with Inter Dealer Brokers to enhance the offering of their trading screen to clients-Feedback of client information into product development life cycle-Technical pre-sales demonstrations and discussions-Looking into the expansion of Trayport products to encompass Base Metals trading-Mifid II readiness for all clients.Relocation back to London in September 2016 Show less

Technical Consultant

• Oct 2013 - Aug 2014

Dedicated Technical Client Manager to a number of UK and European based clients, which include major utilities, investment banks and hedge funds in both the UK and Europe.Key Roles and Responsibilities• Point of contact and escalation for my dedicated clients for all technical aspects of their Trayport environment• Project management and deployment of the Trading Gateway product, including migration projects and upgrades for both UK and European clients.• On-site training for new clients and new feature demonstrations to existing clients.• Technical Client lead on the development of the GV Portal product suite• Analysing and tracking client service requirements and assessing application changes and new features.• Third line and final-level technical support to clients including tier-1 investment banks, energy utilities, oil majors and investment funds. Show less

Support Analyst

• Apr 2012 - Oct 2013

Providing support to all Trayport clients to aid in the delivery and maintenance of all Trayport products and services to clients.Key Roles and Responsibilities• Provide first and second line technical support to clients, including inter-dealer brokers, tier-1 investment banks, energy utilities, oil majors and investment funds.• Installation of new trading environments for new hosted clients.• Providing remote assistance and guidance to clients for the maintenance and upgrade of existing trading servers• Acting as point of escalation within the team, providing support and authorisation for restricted tasks• Ensuring that all tasks are completed in a timely manner and adhering to team processes and policies• Actively involved in the recruitment of new staff• Providing training and mentoring to new team members. Show less

Desktop Support Analyst

• Dec 2011 - Mar 2012

Providing end to end IT support to approximately 600 staff trading, back office and support staff at Gazprom Marketing and Trading’s London headquarters. Key Roles and Responsibilities • Providing end to end hardware and software support to all departments – remote and deskside support • Dedicated trade floor support on a rotational basis (currently 2 weeks out of 4) • Installation of new or additional hardware ordered by individuals • Active directory – Management of the Gazprom Active Directory domain, including group membership, creation and modification of new groups and workstations within the domain • Microsoft Exchange – Management of all London office staff user and resource mailboxes, including setup, deletion, modifications and troubleshooting • Microsoft Lync – Setup of new accounts and management of existing accounts in the Microsoft Lync Instant messaging and enterprise voice solution • Setup and support of global video conferences • Creation of new documentation where necessary to Gazprom standard, and updating of existing documentation where it is deemed out of date or superseded • Support of Blackberry infrastructure, both handheld devices and Blackberry Enterprise Server • Liaising with vendors for quotes and ordering of new equipment or warranty repairs where necessary Knowledge gained: Office 2010, Microsoft Exchange 2010, Microsoft Lync 2010, Active Directory, PowerShell, Blackberry Enterprise Server and handhelds, SCCM, Market data and trading applications – Bloomberg / Updata / GlobalVision Trayport, Some basic Citrix knowledge Show less

Desktop Support Engineer at Nomura

• Jan 2009 - Nov 2011

Member of the Back Office support team, responsible for day to day desktop support of all non trading areas of the business – approximately 3000 people.Key Roles and Responsibilities• Providing 2nd and 3rd line hardware and software support to all back office departments – remote and deskside support• Installation of new or additional hardware ordered by individuals• Account management – creating/disabling/deleting accounts within AD as per HR joiners/leavers lists• Active directory – Management of the back office OU’s in the AD structure in a multi-domain environment, including group membership, creation and modification of new groups and workstations within the OU• Escalation of issues for further investigation as necessary.• Implementation and Testing of new software within the Business.• Data management – Movement of all data to new data centre storage, including re-permissioning using new active directory structure.I was seconded for 6 months to the award winning ‘Project Shinkyo’ as part of the project management team moving approximately 4000 staff to a new building, providing new equipment and updated software to every member of staff.Knowledge gained: Windows XP Microsoft office 2007/2010, Blackberry handhelds/software/server administration, Market data software (Bloomberg and Reuters), HP hardware – laptops/desktops and printers, Microsoft Active Directory, Microsoft SMS and SCCM, Microsoft Exchange (basic skills) Show less

Desktop Support Engineer at McKinsey & Co

• Aug 2004 - Dec 2008

Member of desktop team responsible for supporting approximately 650+ laptop users and 250+ desktop users. These include the London Consulting staff, London Support staff and visitors from other offices.Key Roles and Responsibilities • Work with the Global Helpdesk and provide local support to users that the helpdesk cannot resolve.• Single Point Of Contact / Day Manager role.• 2nd Line Support, Desk side assistance to all users• Issue & Return of IT Equipment• Hardware & Software support• Implementation and Testing of new software within the Business.• Troubleshooting for remote users, via telephone and netmeeting• Some McKinsey Conference support (Including Consensor)Knowledge Gained: Windows 2000/XP Professional, Lotus Notes 6, Blackberry Handheld’s and Desktop Software, Cisco Systems VPN software, Wireless Networks, Knowledge of HP hardware, Peregrine Systems Incident Management tool. Show less

Configuration Management Analyst

• Jan 2003 - Jul 2004

Senior Service Desk Analyst

• Apr 2001 - Dec 2002

Service Desk Analyst

• Oct 2000 - Apr 2001