Ensure that the production environment is stable across the board for Execution, Pricing, Trade life cycle, Order Management, Risk and P&L systems. Providing support to 100+ local end users and over 300 globally. Start of day, Intraday, End of day monitoring of the US, UK and Asia plant for potential issues utilizing tools such as Geneos, Control-M and email alerts/notifications.Day to day task involves direct user, chat, email, and phone requests from Front Office, Middle office, Compliance, Audit such as access management, static data management and generating trade reports via Sybase/Oracle databases. Identify, engage, investigate and resolve daily issues and if necessary escalating to development team following the ITIL standard and ensuring that all requests are track via the web based tracking site JIRA. Live/Email/Chat/Phone communications to impacting desks, incident tracking, engaging incident management and problem management whenever trading is impacted following the Tradeplant standard.Weekly calls with Business solution and development teams to go over book of work items, pending issues, and any concerns raised by Front and Middle office.Coordinating Release and Changes with the Business solution and Development teams. Pre-release/change UAT testing, implementations and post implementation checks.Coordinating/participating in disaster recovery testing to ensure business continuity is compliantProviding system training to End users.Creating knowledge base documents and providing knowledge transfer sessions to colleagues.Yearly global projects i.e.; Database access management to ensure each support individuals has their own accounts alleviating system account locks.

Cascade – Internal automated booking application of OTC and listed products between Sales, Traders, and Middle office. Desk side/Phone/Chat/Email support for 50+ Derivatives end Users including backup phone support for over 100+ end users in Europe. Daily task involves requests such as access management, troubleshooting and prioritizing incidents, reporting and working with development team to resolve bugs and Major issues. Utilizing tools such as putty for UNIX system for error logs/extractions, and TOAD/SQLdeveloper for Oracle Database management.Training End Users on how to utilize the Booking platform and new functions after major releases.Monitoring e-mails alerts and cron jobs to ensure that Market access team provides the most updated dictionary files for the most updated US listed options.Monitoring e-mails alerts and cron jobs to ensure that ISE (International Securities Exchange) allocations are sent at the end of the day.Fidessa US/Asia/Europe, Fixbox, Gates. Desk side/Phone/E-mail support for 50+ Equities Front, Middle, Back Office end-users including backup support phone for 100+ users in Asia/Europe.Daily Task involves basic requests, troubleshooting, installation, account administration and escalation.Extracting data via ASEISQL per compliance request, allocations extraction for Front office via Oracle database utilizing TOAD.Monitoring OATS trade rejects and mismatch and reporting issues to the senior technician.Performing end of day checks ensuring that all issues are resolved and there are no major pending issues. E-mail to front office and Business analyst reporting the daily Major incidents.

Team Leader to 3 Direct User support Analyst, along with the daily Direct User Supporttasks.Managing Projects such as Office 2007, .net framework 3.5, Pivot 360 deployments to over 500 SG traders.Reporting to the manager on team and individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs.Coach, facilitate, solve work problems, and participate in the work of the team,Weekly Incident, Delivery, Disaster recovery conference calls.Providing support to applications such as, Bloomberg, Reuters Kobra, and various internal developed applications.Blackberry enterprise server activation along with device troubleshooting.Maintain software/hardware support for a server room with 90+ server blades utilizing KVM/IP devices (WEY, Amulet, and Avocent).Restoration of files via snap shot using VERITAS Net Back Up.Utilizing Active Directory, Administrate network user accounts on Windows NT/2000/XP and group permission issues.Troubleshooting local/remote connectivity issues TCP/IP, DHCP, WINS, and DNS including Secure ID, Cisco VPN, and Citrix.Configurations of Cisco System IP phones, Tandberg, Polycom audio/video conference.Rotation cycle of 24 hours, 7 days a week On-call Support.

Tier 1 Direct User’s phone support to over 2,000 SG end users.Troubleshooting Direct User’s computer related issues over the phone utilizing remote desktop software. Escalating cases to the appropriate teams if need be.Monitoring/troubleshooting/escalating E-mails, tracking mechanism (ITRACK) incidents and requestsMonitoring CREATIONS, DELETIONS & MODIFICATION of accounts and privileges via the ISA Notes database. (i.e., Windows NT, UNIX etc...)Weekly department computer reallocation in a prompt and professional pace.