Conor Dawson Email and Phone Number

Identified complex defects and problems within SICAV trade processing and reporting applications, worked with vendor and project management teams to ensure timely resolution through production releases and upgradesPerformed disaster recovery tests to ensure system availability and functionalitySupport team effort in addressing UNIX and Windows server issuesStreamlined processes to reduce faults and make daily workload more efficientReduced processing time by analysing job schedules and implementing appropriate modificationsSupported weekend system upgrades: provided technical support and knowledge of system availability times; in need of back outs, would set up conference calls to engage technical resources to coordinate action planActed as support for incidents/requests relating to TA applications and surrounding productsActed as link between operational business and technical support teams for all applicationsDelegated support tasks and ensured they were accurately completedReviewed major incident reporting to senior management daily/weeklyParticipated in out of hours support models, providing support to global operational locations in major system incidentsDocumented all bug/defect fix's resolved through production releases and upgrades to support test teams and avoid further recurrencesEnsured reported issues were resolved quickly by documenting and tracking application issues, using Agile methodologyParticipated in scrum meetings, which assisted with prioritisation of issuesWorked with projects, onboarding and test teams to ensure handover of all new applications / environments were received with adequate application support documentation (ASD)Hosted weekly and ad-hoc calls with application vendors regarding service level and performanceAnalysed system errors and troubleshoot network, server, and database errors

• Responsible for oversight by directing team members with the objective to achieve high accuracy and client satisfaction.• Review and discuss, with the Team Leader and Manager, any issues that require escalation• Handle special processing situations that require strong oversight or manual intervention• Strong attention to details to drive the success of team projects to achieve business objectives• Monitor, troubleshoot and resolve issues with Applications across multiple environments• Responsible for resolving user issues and working with the Development team or external support teams to find a resolution • Train team on changes in procedures and systems use due to systems releases/updates

• Account/broker set-ups• Account/broker maintenances• Review of KYC/AML documentation and related queries are dealt with efficiently, accurately and professionally• Administration of Clients trades and maintenance of register, processing of cash movements and reconciliation• Identifying process efficiencies in the course of daily work • Build and maintain internal network of contacts    • Creation and maintenance of macro enabled tools.

Investment Trust Dealing Senior Associate:• Processing buy, sell and switch instructions for Investment Trusts using IFDS’s Figaro database• Providing a dealing service to of a number of IFDS’ clients including Aberdeen and F&C• Processing of Stock Transfer Forms and Anti Money Laundering/Legal documentation• Frequent use of in house systems including AWD, Figaro, Encore and FAST to complete daily tasks• Completion of daily dealing reports and daily pricing reports using Microsoft Office applications such as Word and Excel• Working to tight deadlines to achieve our Service Level Agreements (SLAs) whilst adhering to FCA/PRA regulationsCustomer Experience Senior Associate:• Providing both Retail and Institutional Clients with effective and efficient customer service via telephone• Daily servicing of over 10 different Management Companies including BlackRock, Schroders, Henderson, F&C and Aberdeen• Liaising with Management Companies’ to ensure the information we provide to their Clients is correct and complete• Providing on the job training to new Associates to build their knowledge of IFDS systems and processes allowing them to become competent in their new role• Constructing presentations for any new processes or regulations to ensure my team members had the most up to date technical information provided to them

• Dealing with merchant’s quires• Providing technical support over the telephone. • Complying with FSA regulations.

• Contacting customers to discuss their accounts.• Accessing information on the in house database.• Ensuring data is maintained on the system.• Resolving money issues.• Complying with FcA regulations.