Svp – Trading Desktop Engineering, Support & Services
Created new functional team to support Trading desktop nationwide, bringing together 4 separate organizations that were created by mergers and acquisitions. Developed and implemented organizational procedures, policies and structure while managing day-to-day operations. Increased service levels while reducing costs. Implemented business intelligence reporting to increase productivity and reduce expenses.Responsible for the following functions: • Project Management - for desktop technology for over 30,000 desktops globally. Defined and designed business requirements, deliverables, project scope and project plans. Communicated milestones to senior management within IT and lines of businesses.• Asset Management – Managed lifecycle of desktops, including procurement, deployment, managing and retirement.• Business Intelligence – Establish and report on Key Performance Indexes (KPI) and metrics for each function to drive efficiencies.• Desktop Engineering - for over 30,000 desktops globally. Provide 3rd level support for break-fix issues. Consult with business partners to delivery new technology to increase capabilities in order to increase revenue or reduce cost. Create tools to increase efficiencies of the group.• Relationship Management - Act as liaison between all technology groups and the business partners. Strategic relationship manager to the Capital Markets line of businesses. Negotiate and establish operational and service level agreements (OLA, SLA).• Application Integration - Package and distribute application. Plan and implement UAT testing.• Quality Assurance - Provide automated application integration testing. • Desktop Support - Provide incident and problem management services to over 3500 Traders. Provide root cause analysis and resolution for the trading environment.
