Gary Eng Email & Phone Number

New York, NY, US

New York, US

• Performed Trading Applications Support of Gain Capital's production trading systems. Acted as a liaison between users/traders, external customer support, and other technology groups. Worked with Development and Release.
• Took charge of incidents and managed the response process, escalating problems to appropriate engineering teams and coordinating incident resolution, while adhering to SLAs.
• Monitored, measured, analyzed and reported on performance and capacity of the corporate and production trading environments to ensure systems are running optimally.
• Developed and maintained application support documentation and knowledgebase articles for new and existing team members.
• Escalated urgent problems requiring more in-depth knowledge to appropriate internal or external resources to ensure SLA times are not breached.
• Worked with vendors and partners to ensure day-to-day operations are operating optimally.

New York, NY, US

• Senior member of the Production Applications Support, providing support to Liquidnet’s 500+ buy side members, internal sales trading and external OMS/EMS vendors in the North America region on H2O Dark Pool, Equity.
• Monitored trading applications throughout the day using existing monitoring tools and identifying intraday capacity issues.
• Utilized a proprietary network and application-monitoring tool to monitor customer usage and provide proactive diagnosis of issues.
• Created and monitored issues in an incident tracking system to identify problem trends.
• Performed client on boarding process (initial communication, setup, follow-up and retention) and pre/post testing.
• Worked closely with various OMS vendors to support Liquidnet proprietary interfaces.

Hong Kong, HK

• Evaluated all US branch office’s network technology and assisted with the planning and design of future network architecture. Responded to technical support queries via email, in person, phone and skype. Troubleshot.
• Made periodic visits to ensure networks are secure and optimized according to SML’s global standardized policies.
• Reviewed network usage of all US offices and make necessary changes if needed.
• Pinpointed network connectivity issues and resolving with ISP or working with carrier to achieve final resolution.
• Reviewed ISP charges and recommended cheaper alternatives for cost analysis purposes.
• Maintained relationships with various external vendors supporting aspects of SML’s IT infrastructure.

London, GB

• Supported 2000 traders nationwide remotely, via phone/email and on-site.
• Deployed daily windows updates and confirmed that antivirus clients have the latest virus definitions on Symantec’s enterprise anti-virus server.
• Resolved technical issues for remote offices/ traders utilizing Microsoft’s RDC and Altiris Carbon Copy for Windows 2000/XP workstations.
• Created new employee accounts, reset passwords via active directory on MS 2003 server.
• Coordinated trader moves and new employee PC deployments.
• Knowledge of Bloomberg, Reuters and Telerate market data programs.