Michael Ghozayel
60 Byng Ave Toronto, ON M2N 7K3
Tel: (647)677-5559 [email protected]
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PROFILE

Excellent experience providing real-time support/analysis of and response to any Software Systems issues raised by Financial Analysts, traders and other teams:
Communicating efficiently with different users’ technical knowledge levels,
Provide technical assistance in a number of different areas, including technical and functional assistance.
Diagnosing and troubleshooting of system issues,
Managing tickets and moving cases into a higher level of solution agreement

• Troubleshooting and solid problem-solving with passion to details skills

• Experience collecting and eliciting new requirements for future system improvements and transforming them to functional requirements and Use Cases.

• Excellent experience writing concise reports describing issues, fixes, instructions and new features requirements.

• Excellent experience in documenting, reporting and prioritizing problems

• System administration: Configuring, maintaining and operating financial software applications
(Commercial and built in the house applications)

• Ability to handle multiple tasks simultaneously and to perform well under pressure.

WORK EXPERIENCE

July 2017 – Present

Fixed Income Production Support Analyst
HSBC Bank Canada

Main tasks:

– Provide first and second level support and answer incoming queries from Front Office, Middle Office and Back Office users related to Fixed Income application Calypso.
– Monitor automated processes batch for different worldwide regions using Control-M:
Correct failures, investigate logs, identify root reasons and provide solutions
Communicate with business users when necessary that may help correcting relevant data
Review current processes and help maintaining and optimizing

– Respond to potential problems by following the technical bibles, in order to ensure the best quality of service at all times.

– Contribute to the technical bibles for each application.
– Implement changes after considering their impact and thinking of the best way to deliver them.
– Track incidents by using a global logging system, and own these incidents until closed.

Feb 2017 – June 2017 (Contract)

Application Support Analyst (Private Equity – eFront)
Ontario Teachers’ Pension Plan, Canada

Main tasks:

– Provide application support for investment systems used by stakeholders from Investments and Investment Finance, including troubleshooting and resolving issues, addressing various types of requests, and maintaining reference data and system configuration.

– Interacting with business users to gather business requirements, write user stories and working with development teams to design and implement solutions

– Actively participate in the testing and implementation of change initiatives.
-Participate in system upgrades, new releases, bug fixes, and system enhancements of a complex nature:
– Test the functionality of new software development and releases.
– Execute test plans for the impact of enhancements on existing functionalities and processes (regression testing).

– Vendor management activities: engage in regular conversations with application vendors to understand and influence future roadmap and releases

– Provide training to user groups.
– Develop and maintain training and support materials for business applications
– Provide exceptional service to clients.
– Interact with external vendors for issue resolution.
– Facilitate user access to various business applications.

Feb 2016 – Jan 2017
Application Support Analyst (Equities)
Fidessa Inc. Toronto, Ontario Canada

Main tasks:
– Direct point of contact for both Business and Technical Production support for retail and institutional trading desks which utilize the Fidessa trading platform
– Reproduced various Equity trading functionality defects within the UAT environment which directly affected clients in Production – provided step by step instructions on how to reproduce these defects to the development teams to assist with the investigation and resolution.
– Investigated and escalated FIX connectivity issues to the appropriate teams. Analyzed FIX messages causing failed orders on the Inbound and Outbound connections.
– Gathered client requirements for new features or enhanced functionality for the Fidessa trading platform
– Tested the code fixes in a User Acceptance Testing environment before rolling them out to production servers.
– Performed major upgrades and roll out any patches or enhancements to the production servers.
– Documented and standardized various technical procedures to assist with daily analysis
– Used Excel to process and analyze large amount of data.

Sep 2014 – Feb 2016
Bilingual Implementation Services Analyst
GS1 Canada – Toronto, Ontario Canada

Main tasks:
Provides day-to-day technical implementation support for GS1 Canada initiatives (i.e. email, phone, face-to-face); Provide technical expertise for clients in order to integrate and validate their products in the GS1 Canada network system.
Develops subject matter expertise of primary GS1 Canada products and services and act as a liaison between supplier and recipient in a supply chain system.
Provides assistance and guidance for data analysis and reporting to support the implementation process;
Leads training sessions or presentations on  GS1 Canada tools and services;
Participates in intra-departmental or cross-departmental special projects;
Creates and updates user documentation and standard operation procedural  documents;
Provides technical/business support for retailer/vendor account management e.g. ad hoc analysis and reporting;
Assists in the user acceptance testing and deployment of GS1 Canada service enhancements or new implementations;

Aug 2011 – July 2014
Trading Support Analyst (Equities and Futures)
Vigilant Global – Montreal, Quebec Canada

Main tasks:

Provided real-time analysis of and response to any Software Systems issues found by other teams such as Quantitative Analysts, Traders and other teams in person, over the phone and by e-mail.
Helped collecting and eliciting new requirements for future system improvements and transforming them to functional requirements and Use Cases.
Was part of an Agile/Sprint team to coordinate the addition of new features to the product backlog.
Investigated and analyzed FIX messages and escalated to the appropriate subject matter expert teams
Responsible for Futures products rollover check using Bloomberg, X_Trader and other tools.
Prepared, Run and executed low latency/High Frequency Trading financial events, provided support for any real-time issues found and submitted reports detailing these issues while following up with cross-functional teams in order to provide and deploy solutions.
Configured, Operated and Tested Financial Applications software while reporting efficiently to cross-functional teams any bugs found and/or any requirements change requests
Responsible for updating and revising internal support procedures and knowledgebase.

Dec2010 – Jul2011
Technical Support Analyst
Idea Inc. – Montreal, Quebec Canada

Main tasks include:

Processed GlaxoSmithKline employees’ requests over the phone or by email while working with internal applications, documenting them in Remedy Ticketing system, and providing solutions and services.
Verified user accounts, granting or denying access to different systems according to an agreed Service Level Agreements (SLA)
Verified and validated user issues and kept track of errors found for reporting.
Following up with unresolved client’s problems on daily basis, inquire about additional information when needed, and continue working on it until problems are resolved and clients are completely satisfied.

TECHNICAL SKILLS & LANGUAGES SPOKEN

Programming Languages: C++, Java, HTML, PHP and UML
Scripting and Automation: AutoIT
Databases: MySQL
Ticketing System: Remedy, JIRA, Servicenow
Networking: TCP/IP, Mobile Telecommunication Systems
Trading Applications: Fidessa (Equities), eFront(Private Equities), X_Trader, Calypso (Fixed income)

• Operating systems: Windows, Linux
Languages spoken: Fluency in both French and English

EDUCATION

2017 Canadian Securities Course CSC, Finance, General
Canadian Securities Institute

2010 Master in Engineering in Information Systems Security
Concordia Institute for Information Systems Engineering, Concordia University Canada

Relevant courses:

Foundation of Cryptography
Network Security & Crypt-protocols
Tools & Techniques for Software Engineering, User Interface Development,
Advanced object-oriented programming

2007 Bachelor of Science in Information Technology
(Joint Degree)
Arab Open University The Open University
Beirut 2058 4518 Milton Keynes MK7 6AA
Lebanon United Kingdom

Relevant courses:

Systems Analysis and Design
Database Management
Software Development Methodologies
Telematics and Telecommunication, Object Oriented Programming (Java), Data structures.