Technical Product Support Manager

• Apr 2022 - Present

Technical Support Manager, EMEA - Reflexis

• Jan 2021 - Jun 2021

Head of APAC Client Support and QA/Testing

• Sep 2019 - Aug 2020

In addition to continuing my duties from my senior role, my additional responsibilities included;Head of Support — Managing the Asian Support processes, including leading monthly support meetings with clients to ensure a high level of support is being maintained. Recruiting and training new support staff. Managing the APAC SLA’s and KPI’s.QA Specialist — Brought new clients on to our monthly release process whilst creating new processes to ensure a fast and reliable testing environment. Completed QA testing across 15-20 client environments, globally each month.Implementation — Completed new client implementation in HK which consisted of requirements gathering, implementation of market trade flows, using XSL/XSLT to create client confirmations and testing. Moreover, I use our internal functional language to default and validate flows and processes.Pre-Sales Support — Setting up demonstration environments within our product, giving demonstrations to potential clients and requirements gathering.Operations Management — I’ve led the recruitment drive in HK filling roles such as Developer, PM’s, BA’s, System engineers, Pre-sales and management roles doubling our office size within a year. This included headhunting using the likes of LinkedIn and building up PSL’s with contract negotiation. I also conducted technical tests and interviews as well as arranging interviews across varying time zones. As these roles have been filled, I complete staff on-boarding and training for all new recruits.I have also led three office relocation projects, liaising with estate agents, design and construction companies. This included budgeting, time management and negotiating with external parties.

Senior Client Support & QA Specialist

• Jan 2019 - Sep 2019

This role has grown from an entry level application support role to multiple roles. My responsibilities have included;Senior Client Application Support — Global first to third line support for our product Inferno (Post-trade back office application). Liaising with clients and 3rd parties (FCA, SWIFT/CREST, Finastra etc.) to solve client issues. Application monitoring and fixing all issues that crop up.I also wrote up technical documentation on client support, new product flows, testing and training.Senior Software Tester — Within 4 months of starting at Torstone, I then took over and revamped the testing process within the company. This included designing and implementing various testing protocols. I also completed monthly manual testing for maintenance/enhancement releases. Moreover, I trained new staff in testing as the company grew (both clients and staff).Technical skills used; SQL, UNIX - command line and BASH, XSL, Internal functional language, basic C++/Python/Perl

Client Application Support & QA Specialist

• Apr 2015 - Jan 2019

Client Application Support

• Oct 2014 - Apr 2015

Torstone Technology is a leading global provider of cross-asset securities and derivatives post-trade processing technology. Our post-trade platform Inferno was originally built by and for a global investment bank. At the core of its design is the ability to flex to new requirements: to be fast, flexible and future-proof. Using Inferno, you can manage the entire cross-asset post-trade workflow, from trade capture and confirmation through to reconciliation, all in a single, integrated platform. This helps you reduce costs, achieve greater control, minimise risk, and drive operational efficiency.Torstone puts many decades of investment banking expertise together with in-depth global financial market and technology industry knowledge to offer agile, secure, scalable, and cost-effective solutions. Using our fully integrated cloud-based technology means you spend less time on manual processing and maintaining regulatory compliance, and more time with your customers.We are a fast-growing company headquartered in London, with offices in New York, Toronto, Hong Kong, Singapore, and Tokyo.

IT Consultant

• Aug 2014 - Oct 2016

FDM Group is a professional services provider with a focus on IT, as well as a leading IT graduate employer. Using a tailored blend of specialist training and skills development, FDM transforms high-calibre graduates into professional IT and business Consultants through their unique Graduate Programme. FDM’s Graduate Programme tailors training around your skill set, offering an individual learning pathway with either a business or technical focus. Training pathways include Project/Business Analysis, Business Test Analysis, Data and Operational Analysis, Software Testing, Software Development, Production Support and MX.3 Production Support. Courses completed: - Oracle SQL - VBA - Financial Industry Awareness - Web Application (HTML5/ CSS3, responsive design) - UNIX - Bash - PRINCE2 Foundation - ISEB - ITIL

IT Resourcer

• Nov 2013 - Jul 2014

I am part of Acorn Recruitment's IT specific department, and as such i strive to place the ideal and best suited IT candidates in a job that they will love. Morevoer, i help candidates from the application process through to the negotiations of their new contract. I am part of Acorn Recruitment's IT specific department, and as such i strive to place the ideal and best suited IT candidates in a job that they will love. Morevoer, i help candidates from the application process through to the negotiations of their new contract.

Bar Supervisor

• Apr 2012 - Oct 2013

Customer Service, Ordering stock, Taking orders, Managing and Training Staff, Taking Reservations, Cleaning, Waitressing, Some Food Preparation, Hardware and Software Maintenance Customer Service, Ordering stock, Taking orders, Managing and Training Staff, Taking Reservations, Cleaning, Waitressing, Some Food Preparation, Hardware and Software Maintenance

Manager

• Dec 2011 - Apr 2013

Running the establishment while proprietors are away, Customer Service, Ordering stock, Managing the Rotas, Taking Orders, Managing and Training Staff, Taking Reservations, Cleaning, Waitressing, Cashing up/Banking Running the establishment while proprietors are away, Customer Service, Ordering stock, Managing the Rotas, Taking Orders, Managing and Training Staff, Taking Reservations, Cleaning, Waitressing, Cashing up/Banking

Floor Manager

• Feb 2007 - Dec 2012

Cashing up/Banking, Customer Service, Ordering stock, Managing the Rotas, Taking orders, Managing and Training Staff, Taking Reservations, Cleaning, Waitressing, Some Food Preparation Cashing up/Banking, Customer Service, Ordering stock, Managing the Rotas, Taking orders, Managing and Training Staff, Taking Reservations, Cleaning, Waitressing, Some Food Preparation

Student

• 2009 - 2012