Support Engineer Resume Profile

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.
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.
Bilingual Fluent and literate in English and Cantonese Chinese.

EXPERIENCE:

Confidential

Support Engineer

Serviced Asian customers in Pacific rim time zone, ensuring seamless problem-free operations support during night shift.
Provided Harmony GUI application support to hedge funds, executing banks, electronic communication network ECN , and prime broker clients.
Monitored and managed Harmony/Traiana 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

Trade Support Analyst

Worked with interactive trading applications that allowed buyers and sellers to conduct U.S. Treasury bonds transactions.
Provided institutional client/traders with sales support for proprietary trading applications via e-mail or telephonic request.
Supported numerous markets including: Forex, Futures, Basis, Canadian, U.S. Corporate Bonds, Repo's, Swaps, JGB's, EGB's. CD's and FHLB's.
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 for the opening of U.S. Treasuries, CME, CBOT and FX markets.
Conducted routine daily price checks to ensure accurate interface from major financial data providers and exchanges to eSpeed 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

Consultant

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.
Promoted from Van Kampen Investment Client Service Representative in 2005.

Confidential

Proxy Solicitor

Confidential

Retail Customer Support Representative

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

Trading Assistant

Processed, edited, filed and delivered executed trade tickets to brokers daily.
Resolved a wide array of operational and staff issues.
Interacted directly with the Chicago Board of Trade CBOT regarding bond basis swaps.
Oriented, trained and supported new employees.