John S. Email & Phone Number

Sydney, Australia

• Ensuring technical continuity with “Follow the Sun” support model on major derivatives exchanges (APEX, ASX, BMD, CME/CBT, DCE/INE/ZCE, DGCX, EUREX, HKEX, ICEEU/UK/US/CA/SG, LME, NFX, OMX, SGX, TAIFEX, TFEX etc)• Maintaining adequate knowledge of ION business solutions and continual service improvementthrough ITIL framework • Maintaining service quality through Continual Service Improvement (CSI)• Liaised with AM and Sales request and ensuring accurate and timely responses to our global clients• Ensuring incidents accountability and change requests are tracked and updated on Jira• Identified and implement for continuous improvement plan for critical issues occur• Prepared Standard Operating Procedure (SOP) for procedures and updates to sharepoint, confluence• Carry out incident management, escalation (senior management, developers) for P1 critical issue and reviewing incident reports• Review and approve daily/weekly work requests raised by the technical team• Ensure properly planning and service delivery in terms of exchange migration projects, upgrades, relocation and new setup required from global clients • Train, develop and mentor team members, conduct prerequisite training session

Sydney, Australia

• Deals with technical issue based on a strict Service Level Agreement (SLA) in place• Taking up ownership on technical issues through escalation from business team relating to application issues, incorrect order behaviour and market data • Ensure customers are updated with the ongoing issues in line with SLA assignment • Ensure properly planning and service delivery in terms of exchange migration projects, upgrades, relocation and new setup required from global clients• Work with multiple teams (Sales, AM/TAM, Developer/QA and infrastructure etc) on the internal and external projects to ensure them to meet client’s requirements and be delivered on time;• Responsible for the application-level architecture design to meet clients’ requirements;• Deals with technical issue based on a strict Service Level Agreement (SLA) in place• Train, develop and mentor team members, conduct prerequisite training session

Singapore, Sydney

• Provide technical support to our global customer via real time monitoring, phone and email • Work closely with UK and US team on handover support by “follow the sun” support model • Deals with technical issue based on a strict Service Level Agreement (SLA) in place• Taking up ownership on technical issues through escalation from business team relating to application issues, incorrect order behaviour and market data • Ensure customers are updated with the ongoing issues in line with SLA assignment • Perform change request such as installations, upgrades and configurations required within a tight schedule• Support Exchange testing, DR, BCP drill and Extended Sat Live trading during weekend• Implement SOD/EOD monitoring work for business critical systems, identifying errors and clearing real time alerts

Christchurch, New Zealand

• Developed membership, report, task various modules of main product GymMaster; Alsoworked on different software projects such as Time and Billing, AdMaster etc;• Set up meetings with clients to get software’s requirements;• Designed database schema and developed various DB software from scratch;• Responsible for internal testing procedure that ensured the highest delivery of customers’satisfaction;• Worked closely with clients to test applications before going live;• Prepared software releases and documentation;• Provided remote or on-site software training for new and existing customers;• Led GymMaster development and support team• Pro-active, timely and technical advice on IT issues that satisfy client's need• Remote & Onsite IT support and regular site visits to meet the SLA requirement

Christchurch, New Zealand

Wuhan, Hubei, China

Previously Wuhan Urban Commercial Bank

Graduate Diploma In Computer Science, Computer Software Engineering

Graduate Diploma In Commerce, Banking, Corporate, Finance, And Securities Law

Bachelor Of Economics, Banking, Corporate, Finance, And Securities Law