o Troubleshoot day-to-day customer issues and provide direct support to clients by phone, email, and CRM toolso Work with the client to communicate important information about system maintenance, changes, events, and to address client concerns regarding any aspect of the serviceso Maintenance operations and administration of proprietary systemso Assist other ICE/NYSE staff with problem solving and escalation procedureso Assess issues and provide management with well-conceived short- and long-term actions for restoration of service(s)o Understand the various trading and clearing platforms and apply technical knowledge to improve system performance and reliabilityo Must be able to prepare documentation for troubleshooting and escalation procedureso Follow organizational practices in regard to Incident, Problem, and Change Management along with the creation of database records for these disciplineso Control computer system(s) on schedule by means of computer system console, operator checklists, and third-party software.

• Led a team of 29 cross-functional logisticians while orchestrating shipment $75M+ of cargo to multiple nations ranging over 5500 miles by planning, coordinating, and supervising a one-month shipping project in Lithuania• Directed four shipping projects in Kuwait by leading a group of 100+ cross-functional logisticians per project and resulting in the successful shipment of a combined 3,660 pieces of cargo valued at $300M+• Crafted a tailored training program for the first logistics team of its type to deploy to the middle east by researching existing organization-wide policy and meeting with senior leaders• Set international cargo movement policy in Kuwait by evaluating past project performance and formally published findings in logistics magazines• Trained 100+ employees by planning, coordinating, and supervising a two-week training event• Managed 19 shipping and logistics contracts based in 10 countries and valued at $40M+• Chaired a source selection committee responsible for awarding a government contract valued at $405,900 annually• Evaluated security policy for a work center of 500+ employees for national facility directors• Authored security policies for a company with 50+ employees and trained 30+ employees in emergency response on three occasions

• Led a company of 140+ cross-functional communications and audiovisual employees for eight months• Prepared, deployed, and monitored five teams conducting projects on three different continents • Created policies and procedures by writing four comprehensive manuals for various organizations• Conducted inventories, directed services, and reported functional statuses of $9M+ worth of equipment• Planned, coordinated, and facilitated a business conference between four major organizations with 75+ senior executives representing their organizations• Planned, coordinated, and facilitated a business conference for most senior director (Commanding General) of the U.S. Army’s communication branch (Signal Corps) with hundreds of senior executives attending • Presented overviews of an operation center’s capabilities to 15+ senior directors from five different countries• Trained groups of up to 50 personnel in use of software, writing, multimedia editing, and tactical skills

• Designed lot layouts, streets, parking lots, landscape areas, storm systems, sewer systems, and water lines for 50+ multimillion dollar projects• Represented the company as a liaison to government inspecting and approving authorities• Completed comprehensive reviews of building plans for Professional Engineers on a weekly basis for three years