Giovanni Santiago
Aurora,IL
Summary
Support specialist and active futures trader with 5+ years of experience in technical support, customer service, and high-volume client communication. Daily user of Tradsyncer, NinjaTrader, Tradovate, Rithmic, ProjectX, and Sierra Charts — with hands-on knowledge of the exact platforms Tradesyncer integrates with. Experienced in diagnosing and resolving technical issues in real time, managing support inboxes during live events, and communicating clearly with users under pressure. Available during US business hours and eager to bring platform-native expertise to Tradesyncer's growing support team.
Overview
7
7
years of professional experience
Work History
Event Recruitment Representative
CompTIA
Downers Grove, IL
08.2022 - 02.2026
- Own a dedicated technical support email inbox during live events triaging inbound issues, diagnosing root causes, and delivering clear, solution-focused responses under time pressure.
- Serve as a first point of contact for client-facing platform and access issues, troubleshooting in real time and escalating complex cases while maintaining a high-quality response standard.
- Handle high volumes of client communication across phone, email, and social media simultaneously, maintaining accuracy and professionalism across every channel.
- Track and analyze client data using; maintain organized records to support team reporting and follow-up workflows.
Event Recruitment Intern
CompTIA
Downers Grove, IL
05.2022 - 08.2022
- Responded to high volumes of inbound and outbound inquiries via phone, email, and social media, developing strong communication and issue-resolution habits.
- Coordinated client logistics and travel arrangements, ensuring smooth event experiences for attendees.
- Supported data entry and reporting workflows using Microsoft Excel and iMIS software.
Receptionist
Adult Educational Development Office, Harper College
Palatine, IL
08.2019 - 05.2020
- Served as the first point of contact for students and staff — routing calls, managing inquiries, and resolving requests efficiently in a fast-paced environment.
- Maintained accurate student records and test score data; scheduled appointments and managed calendars for administrative staff.
- Prepared reports and informational materials for administrative leadership, demonstrating strong attention to detail and organizational skills.
Education
Bachelor of Science -
Illinois State University
Normal, IL05-2022
Associate of Arts -
Harper College
Palatine, IL12-2019
Skills
Trading Platforms: NinjaTrader, Tradovate, Rithmic, ProjectX, Sierra Charts
Markets Traded: ES, NQ, Silver (SI), USD/JPY
Prop Firm Knowledge: Alpha Futures, Take Profit Trader, Topstep, Apex, MyFundedFutures, Tradeify, and full ecosystem
Support Tools: Outlook, Microsoft Excel, Intercome familiarity
Timeline
Event Recruitment Representative
CompTIA
08.2022 - 02.2026
Event Recruitment Intern
CompTIA
05.2022 - 08.2022
Receptionist
Adult Educational Development Office, Harper College
08.2019 - 05.2020
Bachelor of Science -
Illinois State University
Associate of Arts -
Harper College
Trading Experience
- Active daily user of Tradesyncer, Tradovate, NinjaTrader, Rithmic, ProjectX, and Sierra Charts - the core platforms Tradesyncer supports. Comfortable navigating platform connectivity issues, account sync problems, and broker-side configurations from a trader's perspective.
- Trade ES, NQ, and Silver futures with personal experience across prop firm evaluation environments including Topstep, Apex Trader Funding, MyFundedFutures, Tradeify, and others.
- Deep understanding of prop firm workflows: challenge rules, drawdown structures, payout processes, and the technical friction points traders encounter giving me natural empathy and insight when supporting Tradsyncer users.