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Support Engineer Resume

New York, NY

PROFILE:

  • A solution - driven, perseverant and resourceful information technology and management professional with extensive experience as a trade support analyst, helpdesk specialist, user liaison and IT engineer in financial services; interested in assuming new challenges and broader responsibilities in the technical and operations side of project management.
  • Excellent business experience and strong academic background.
  • Substantial problem-solving and highly developed interpretive skills.
  • Keen ability to make sound judgement.
  • Quickly develop product knowledge and relate well to customers and identify needs carefully.
  • Aptly learn new computer systems and routines along with several business applications.
  • Effective prioritizing, organizational and time-management skills.
  • Strong background in planning, organizing and coordinating research and statistical analysis.
  • Prior experience in retail customer service and Middle Office trading assistance.
  • Bilingual Fluent and literate in English and Cantonese Chinese.

TECHNICAL SKILLS:

Proficient in: Windows 9X/NT/XP/95-07, Mac OS; AWD, DST, MS Word, Excel, Access, PowerPoint; Salesforce; light UNIX/Linux, SQL/scripting, and logs.

EXPERIENCE:

Confidential, New York, NY

Support Engineer

Responsibilities:

  • Serviced Asian customers in Confidential rim time zone, ensuring seamless problem-free operations support during night shift.
  • Provided Confidential GUI application support to hedge funds, executing banks, electronic communication network (ECN), and prime broker clients.
  • Monitored and managed Confidential system hosted services, interfaces, protocols (MQ, email, ftp, sftp, FIX, HTTP, IC) and infrastructure relating to incoming/outgoing Foreign Exchange post-trade execution give-up messages.
  • Researched, analyzed and troubleshooted all Temporized Reader Markup Language (TRML/XML) technical issues.
  • Resolved prioritized client issues regarding trade-flow configuration, FX Sales allocations, trade aggregation/matching/netting process, connectivity, and User interface outages by liaising with internal Integrations, Project/Product Management, IT Hosting, Onboarding, and R&D units.
  • Onboarded new and existing clients to develop tri-party trading relationship through static data mapping set up during downtime to build more trade flow and volume.

Confidential, New York, NY

Trade Support Analyst

Responsibilities:

  • Worked with interactive trading applications that allowed buyers and sellers to conduct Confidential bonds transactions.
  • Provided institutional client/traders with sales support for proprietary trading applications via e - mail or telephonic request.
  • Troubleshot technical issues in Beta environment to ensure system reliability and quality through analysis, design and assurance testing in live production environment.
  • Verified and ensured all trading systems operated punctually.
  • Conducted routine daily price checks to ensure accurate interface from major financial data providers and exchanges to Confidential application for use by traders globally.
  • Assisted traders in resolving their user complications related to software, security, connectivity, and configuration issues; enter ticket for unresolved problems to be escalated to either aggregator (API) group, production support group or eCustomer access (administration) group for resolution.

Confidential, New York, NY

Consultant - Service Group Helpdesk

Responsibilities:

  • Addressed high - volume calls regarding operational, administrative, product knowledge, and sales support on Separately Managed Account program.
  • Assisted money managers and branch contacts with issues such as system access and client account activity.
  • Responded to caller inquiries; defined and analyzed nature and scope of account problems by identifying the source and root cause.
  • Maintained a follow-up call log of activity to ensure all account issues are resolved.

Client Service Representative

Confidential, Long Island City, NY

Responsibilities:

  • Dealt with shareholder proxy issues for various campaigns.
  • Responsibilities similar to those listed above.

Confidential, Jersey City, NJ

Retail Customer Support Representative

Responsibilities:

  • Fielded high-volume client calls, responding to investor's concerns regarding their online brokerage accounts.
  • Imparted information concerning proper procedures and provided customer assistance in resolving account issues and allaying their concerns.
  • Followed through on client inquiries with e-mail responses to ensure that all matters were addressed to the client's satisfaction.

Confidential, New York, NY

Trading Assistant

Responsibilities:

  • Processed, edited, filed and delivered executed trade tickets to brokers daily.
  • Resolved a wide array of operational and staff issues.
  • Oriented, trained and supported new employees.

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