MARIA PUENTES
Batavia,IL
Summary
Dynamic individual with hands-on experience in Customer Service Support and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Exceptional client service delivery and dedication to positive relationship building. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Functional Support
GES US
05.2016 - Current
- Working closely with clients, other departments within AAC-USA, exchanges, third party suppliers to onboard new clients within documented procedural guidelines.
- Adhering to procedure, manage the setup of new clients and traders, the removal of old clients and traders, enabling accounts and connecting IDs etc. where required.
- Assist in the duties of administering risk limits on the trading systems in accordance with agreed procedures between GES and Risk.
- Work with internal teams to deliver high quality support without compromising GES processes and procedures.
- Champion client requests and requirements to internal teams within GES procedures.
- Maintain GES data within AAC platform, report market data usage and ensure compliance with applicable regulations related to GES activities i.e. record keeping.
- Maintain global communications between GES teams in other regions, delivering training when needed on US process and procedure.
- Ability to adapt to new technology.
- Deliver projects on time and with accuracy.
- Provide the highest level of quality support to ABN AMRO Clearing USA LLC Global Execution Services client base across multiple exchange and vendor platforms.
Technical Operations Specialist
Trading Technologies - TTNET
04.2006 - 03.2016
- Responsible for carrying out the day-to-day tasks which are required to operate the TTNET environment and assure service delivery to its customers.
- Responsible for responding to events, troubleshooting issues, and escalating service delivery issues.
- Skilled in a variety of technical disciplines including, but not limited to, server administration, operating system troubleshooting, network troubleshooting, application deployment, datacenter management, and configuration and change management.
- Perform service checks in the TTNET environment.
- Responsible for creating/adding and maintaining new FIX Adapters for client applications.
- Responsible for adding credentials for all clients to existing and new exchanges.
- Developed comprehensive troubleshooting guides for internal teams, reducing resolution time significantly.
- Streamlined technical support operations to enhance response times and user satisfaction.
System Liaison, Systems Client Services
Chicago Board Options Exchange (CBOE)
01.2000 - 04.2006
- The System Liaison is responsible for managing all activities of CBOE’s Systems Application Testing and API Firm connectivity, interfacing with staff within the Systems Division and various departments throughout the Exchange to service all clients connecting to CBOE systems.
- Maintain and support several databases related to customer contacts, API participants and connections to CBOE systems, maintain records of communications with API users and potential users.
- Communicates with Firm Representatives, API users and potential users by phone, email and meetings regarding API systems, firm systems connectivity, related technical issues, and CBOE systems. Follow up with CBOE Systems Division to troubleshoot and resolve user issues.
- Support correction, revision, creation and distribution of API documents.
- Facilitate maximum information exchanges between all departments of CBOE Systems.
- Conduct session level testing with FIX, CMI and CMS for newly on boarded clients.
Education
High School Diploma -
Carl Sandburg CollegeSchurz HS
Chicago, IL06-1981
Skills
Client Management
- Project Management
- Customer Service
- Technical Support
- Client Onboarding
- Troubleshooting
- Client Support
- Knowledge of Bortnec , Salesforce and CRM systems
- Teamwork and collaboration
- Friendly, positive attitude
- Problem-solving
- Time management
- Attention to detail
- Dependable and responsible
- Calm under pressure
Languages
Spanish
Native or Bilingual
Timeline
Functional Support
GES US
05.2016 - Current
Technical Operations Specialist
Trading Technologies - TTNET
04.2006 - 03.2016
System Liaison, Systems Client Services
Chicago Board Options Exchange (CBOE)
01.2000 - 04.2006
High School Diploma -
Carl Sandburg CollegeSchurz HS