Responsible for a team of nine BAU support staff across multiple regions (EMEA, APAC and AMER) covering 340+ investment professionals supporting the Charles River platform and work-stream lead for the OMS transformation project. The OMS Transformation project was a multi year project to move from an on-prem Charles River setup to a SaaS version. My responsibilities on this project were• Prepare BAU support team for go-live.• Test environment availability, transition and upgrade planning.• Vendor relationships.• Deliver four regional batches across the day measured against SLAs.As Global Head of Application Support, Technology Delivery I managed a team of Charles River specialists supporting the CRIMS platform and associated trading systems such as FlexTrade, Tradeweb, EMSX. Vendor relationships, Incident & Problem Management (ITIL), Tracking KPIs and working with business stakeholders, technology, compliance and auditors. Utilised ServiceNow for ticket management and Dynatrace for monitoring.

Global responsibility of a team of 15 support staff covering EMEA, AMER and APAC. Support of proprietary trading and booking systems, FIX order flow, Vendor platforms and Exchange connectivity for the GS Futures FICC and Equities environment. Incident, Problem and Change management (ITIL)• Maintained a high level of service throughout a major, multi-year, upgrade programme.• Managed externally mandated changes such as MIFID II and Brexit involving the migration of eight exchanges membership to a new European entity. • Acted as the advocates for the business to technology teams, prioritising the restoration of services whilst providing real-time updates on the state of client orders. • Minimised the support burden through automation, simplification and education and engineered solutions that allowed us to move from a reactive to more proactive support model.• Working with compliance, exchanges, external vendors and internal risk teams to ensure regulatory requirements are met.

Responsible for team of 5 based in UK and India supporting Futures during EMEA hours.

• Established a Front Office support team for the FICC and Equities business providing a “one stop shop” for trade and booking related issues for GS proprietary trading software. • Created a support model from scratch and reduced problem resolution times from days to minutes.• Introduced system documentation, processes and procedures.• Utilised ITIL problem, incident and change management processes.• Implemented a ‘Follow the sun’ support model between EMEA, AMER & APAC.• Addition of Trading Technologies 7.x platform (Single and Multi-Broker) to replace exchange proprietary software.• Mentoring Champion for Equities Technology.

The role involved support of the CONNECT trading platform, as part of a UK/US based team of analysts. CONNECT is the chosen Derivatives trading platform for Euronext and the Chicago Board of Trade. My role consisted of the day to day support of the CONNECT platform and its accompanying systems within a high-pressure environment. Main achievements:• Joint Development of Workflow tool to assist with call closure (MSSQL)• Systems Migrations & stabilisations• Part of Anglo-US support team providing 24 x 6 support • 3 month secondment to Chicago office• Identification and reduction in repeat calls• In-sourcing of legacy vendor software (Netherlands)

Supporting Non-Trading, Equities, and Middle Office users in a Control Centre via a Remote Support Model. Continuation of role previously held at CSC.

Working in a team of 6 supporting a newly created Pan-European e-brokerage system, managing change, problem and crisis management on a daily basis. As a start-up venture the role allowed for involvement of Work Flow procedures and establishing lines of communication between diverse support team in the UK and around Europe. Main achievements• Reduced problem and change resolution by 50% through process and ticket analysis• Tool creation eliminating time consuming jobs i.e. Remedy reporting and Access DB• Report generation and database analysis through links to Remedy Helpdesk software• Developed an understanding of the e-services environment and architecture.• Decommission Project Management after withdrawal of offering

CSC is a provider of Information Technology Solutions and IT outsourcing in the global market employing 60,000 staff worldwide. Working on site at the Pinnacle Alliance account at JPMorgan. This account provided support to 6,000 JP Morgan & Chase Manhattan staff and clients.My roles included:• Oct 2000 – Feb 2001 - Control Centre Technical Lead• Aug 2000 – Oct 2000 - JPMorgan Frankfurt Transition team• Jul 2000 –Aug 2000 - Secondment to BHP Billiton• Jun 2000 – Jul 2000 - Change Team Hit Squad• Jul 1999 – Jun 2000 - Control Centre Analyst• Oct 1998 – Jul 1999 - Desktop Analyst

Olwen Direct Mail, now Vertis Inc. is a Direct Marketing company with an annual turnover of £25 million employing 250 staff. This role developed from a junior support role to Network Manager. Responsible for the day-to-day running of the network in the UK and in US. The environment consisted of a Novell and Windows NT mix.