CRM Lead Support Specialist at Bank of America managing IBK and CBK training and support at all business levels globally (APAC, EMEA, and North America) building relationships for our Insight and IManage applications.

● Complete start of the day production checks and walk through communicating with Rates, Swaps, and Mortgage traders.● Solid understanding of stopping and restarting ION components and reconnecting users to specific server within the MMI. Use ION to validate chain data flows, connecting users, restoring a user previous workspace view, creating a new users workspace view based on a mirrored user, setting users up to connect to different vendors, and troubleshooting freezing workspaces once data starts to flow● Experience validating Tom books against Halo pricing to justify P&L at the SOD and EOD.● Testing current ION version (135P69) against Tradeweb and Bloomberg validating RFQ's location and configuration settings to cascade keeping the most current RFQ on top and allowing older RFQ's to synchronized in order● Solid understanding Mortgages (Winfits) and adding new individuals and counter parties to the system● Understanding of TBA, Pools (CMO), pay up buckets, pay drops, settlement and forward settlement mortgages● Complete treasury and bill rolls, announcements, auctions, and day after auction procedures ● Solid understanding of Bonds, Swaps and Derivatives products ● Used SQL to queries database and insert values

● Direct interaction on the trade floor supporting credit, rates, trade assistants as well as other technology groups involved in all aspects of electronic trading, trade capture and risk management● Complete start of the day checks and EOD communications with the credit and rates business● Solid knowledge using the ION platform to handle all Rates trading issues for the business ● Verify during Non Farm Payroll acknowledgments all index traders are functional capturing all trades regardless of network capacity● Complete (2, 3, 5, 7, 10 and 30yr) Treasury roll process to updates into JAG to validate trader’s spreads against new benchmarks for the listed week validating all PNL are inline.● Add all index’s to Jag platform and complete all index rolls for credit events affecting the business● Use Geneos and simple scripting to monitor and proactively respond to issue by stopping and starting live component within the Jag system for saving curves, refreshing market feeds, and gateways. ● Direct communication with development, team members, middle and back office groups to improve trade flow results● Solid knowledge understanding credit, interest rates, and equities terminology to break down barriers within the business allowing trader’s to converse proactively with me improving service level agreements ● Managed all CDX, Index, IIP, and Risk Events processes concerning rolls● 15C3-5 experience (D2D clients)● Experienced using CME Globex platform

● Support and provide integration services for the firm's credit derivatives and corporate bond trading platform● Executes all deployment work, responsible for capacity planning, performs general integration work, infrastructure management, stability management and have complete ownership of batch processing streams and downstream data delivery● Works closely with the credit derivatives, high yield, investment grade, and emerging markets development team running Linux scripts to flip global application versions in a follow the sun model● Direct interaction on the trade floor supporting credit and bond traders, sales, operations and controllers as well as other technology groups involved in all aspects of electronic trading, trade capture and risk management● Worked directly with middle and back office team to resolve down stream issues concerning trades.

● Provide first and second level support to all traders, MO, BO in real time● Solid knowledge adding new accounts to the following entities cash, equity, futures, and options to unix servers using linux commands● Support all options and futures applications (Liquidpoint, Swapswire, Precise) providing proactive professional support● Managed fist launch of Researchwise for BNP Paribas allowing the U.S. Equity research team to send out global publications concerning Buy, Sales, and Hold positions on U.S. Instruments created all report templates, add compliance language to front-page disclaimer and disclosures pages, support users on a global scale (Asia, Hong Kong, Japans, London, and Singapore sales team) worked with the head of research and Senior Analyst to set all workflows and permissions based on U.S. requirements● Provide real time PRCM limits changes on market on close orders against all exchanges allowing trades to not get rejected during execution● Created all Liquidpoint and Commodities packages used by the BNP Paribas business in New York● Completed SQL database upload of trades for middle office EOD synchronization

● Provided support for Investran by generating investor lists, added classes for Investors, rollback financial periods, setup legal entities, created Investran mappings, trouble shoot report execution and performance, user administration, start/stop reporting and Active Template services. Project managed al l permissions granted within Investran 5.3 and 5.1 through SQL Server 2008 by validating each business group, building new relationships, and setting standards● Lead support and project manager supporting the sale’s team using the CRM (Netage Dynamo) working with IT developers manipulating and creating data feed IDs, performing monthly data loads for 69 funds manually based on fund administrators files (Citco and SEI) creating new investor accounts (TBD’s), funds, reconciling balances, interfacing with upper management to effectively clarify redemptions and transfers, managing all license, administration, user training, and wiki documentation ● Built strong relationships with the business and sales traders based on clear communication and be able to listen● Diagrammed out a new front end trading application based on Microsoft Dynamo functionality worked with the Dev team adjusting buttons, colors, reports and pulling data from feeds

● Ecommerce support team member within the client services group providing application support to clients facing ecommerce applications including the FX, Commodities, Money Markets, Fixed Income, Futures and Derivatives● Provided equity derivatives support to sales traders at a first and second level role using the proprietary application Sale Work Bench, improving customer service by (25%) resolving real time trade issues and understanding downstream flows

• Directed all aspects of technical support and equipment implementations for top corporate clients Morgan Stanley, AT&T, Citigroup, NYU, MCA Universal, Altria, Bank of America, and Bristol Myers to improve our service level agreement by being proactive and following up after each installation • Demonstrated ability to communicate technical and production-related concepts to a broad range of technical and non-technical staff

● Configured, installed, and supported all data solutions for 100+ Hedge Fund clients trading equities in an un-standardized environment improving customer service by (30%) by solving real time PNL issues● Proactively worked with equity traders to verify Market feeds and P&L Sheets were updated and correct before the market opened based on the previous day results● Completed major physical moves for the prime brokerage business● Used set TCPIP scope addresses to setup computers and printers ● Proactively checked on all Hedge fund traders during the day● Configured bridge server IP addresses within proprietary Prime Brokerage CRM application● Resolved wide-range of level 2 and 3 data/telecom issues for and high-paced trading floor environment at the main office and Wall Street improving customer service by having a common face and multitasking my skills ● Planned vendor meetings, coordinated upgrades with vendors, and validated data and telecom installations for all new feeds (market and T1’s) used by the trading floor● Experienced communicating to the network team concerning my needs moving Traders after hours ● Handled all Data support issues for Prime Brokerage (Equities), Stock Loan, and the Trade floor ● Proactively checked every morning to verify all Hedge fund managers had full access to the network, and market feeds by using ping statements ● Demonstrated ability to see the big picture while simultaneously defining detailed requirements in support of the business● Demonstrated ability to pay close attention to detail and ability to follow through with open issues until resolved● Perform UAT (User Acceptance Testing) for new Production application/functionality