Christopher Donohoe

Experience

1. Regional Manager, Head of Client Services, Americas

   Ts Imagine, Formerly Tradingscreen

   Oct 2010 — Present · New York, NY, US

   Provide technical and business support for TradingScreens’s electronic trading platform connecting buy-side and sell-side firms as well as direct exchange links to facilitate order routing, algorithmic trading, execution management and reporting across all asset classes. • Manage a team of five individuals who provide first level support to client queries and issues via email, phone, and IM/Chat • Interact proactively with clients with regards to system issues and events • In depth troubleshooting and resolving of technical issues • Utilize UNIX to analyze FIX logs and troubleshoot issues • Monitoring of all systems, connections and transactions • Train clients on system functionality across all asset classes and products • Train all existing and new support personnel on the intricacies of the proprietary nature of Tradingscreen’s product offerings as well as industry standards • Work with the existing client base to manage usage and retention • Involved and entrusted as the gate keeper in implementing all production based aspects of client onboarding. • Handle the approval and implementation of all support based change management requests • Contribute to the continuous development of Support Tools in order to provide exemplary customer service • Empowered to coordinate all appropriate internal departments including, Development, Production Support, Account Management, Sales, QA and Network Operations in order to drive resolutions to customer issues. • Coordinate weekly meetings with the other regional managers to discuss all issues from a global perspective in an effort to cross train and propel resolution.