Lazaro Gonzalez
Springfield,NJ
Summary
Results-driven support and operations leader with extensive experience managing support operations and delivering client satisfaction. Known for fostering team collaboration and meeting dynamic client needs. Combines strong analytical, organizational, and leadership skills to solve complex technical challenges, improve processes, and drive client satisfaction. Proven success in systems and business analysis, team leadership, and full-lifecycle project execution. Adaptable, innovative problem solver who thrives in fast-paced, evolving environments.
Overview
22
22
years of professional experience
Work History
Client Support Manager
Versana
New York
02.2024 - Current
- Lead global team of support agents covering 24 x 5 support schedule.
- Implemented client support application across the organization.
- Integrated support application with Azure DevOps.
- Designed and implemented SLA ticket handling process.
- Designed incident management process for all severity levels.
- Generated and analyzed statistical reports of KPI’s for both performance and staffing.
- Acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature.
- Consistently achieved greater than 90% adherence to SLA resolution times.
- Established stringent set of guidelines for handling client data.
Trading Operations Specialist
London Stock Exchange Group
New York
10.2022 - 01.2024
- Translate client requirements into effective engineering action items.
- Recovery manager for Fxall product incidents.
Client Support Engineer
FactSet
New York
08.2020 - 10.2022
- Lead functional upgrade project for diagnostic software tool.
- Strategic account technical management.
- Assist with post-sales implementation and support.
- Translate client requirements into effective engineering action items.
- Assist with pre-sales technology discussions.
- Align technology needs with the product and business goals.
- Educate clients and FactSet personnel on FactSet’s best-practices.
Product Specialist
Fenics Software
New York, NY
07.2019 - 02.2020
- Provide support and training for the Fenics FX Option platform.
- Provide initial training and ongoing trade support to client banks.
- Supporting client use of FX Options trading functionality, technical setup and system configuration as well as liaison between clients and trading partners with respect to connectivity queries.
- Creating use cases and/or acceptance tests to clarify and supplement the functional requirements of the specifications.
Client Service Manager
Thomson Reuters
New York, NY
01.2011 - 06.2017
- Manage a team of analysts and engineers to provide trade support and implementation services, from pre-sales to post-production across multiple product lines. Business areas include standalone foreign exchange and money market trading systems (ET/RET), Order Management, and integrated multi-bank trading portals for FX, as well as cross-asset, post-trade straight-through processing (STP) systems.
- Project Manager for large scale implementations and upgrades of Reuters FX E-Commerce trading platform (RET-AD) at top ten global FX investment banks.
- Coordinate cross-functions to drive solutions and improvements to the customer experience (w/sales and marketing operations, as well as R&D to advocate for customer needs in product)
- Managed implementation SaaS based FX platform (ET).
- Grew a successful support team and conducted both semi-annual reviews to evaluate individual’s performance and career growth as well as yearly reviews for remuneration consideration.
Senior Client Service Specialist
Thomson Reuters
New York, NY
06.2004 - 01.2011
- Provide implementation and production support for FX EMS platform (ET/RET). Assisted in various implementations of the hosted RET solution. Provide second level support for FX technical issues. Translate business requirements into RET application configurations.
- Led large-scale implementations and upgrades of Reuters FX E-Commerce Order Management trading platform (RET-AD) at top ten global FX investment banks.
- Work with the sales team to secure new business by running sales demonstrations for prospective clients, creating implementation project plans, and providing proof of concepts.
- Author functional requirements, technical change control specifications, and documentation for reference by both internal and external users
- Responsible for ongoing client relationships with top Global Banks.
- Provide business and technical system support for clients.
- Created and presented client training sessions on RET FX Platform.
- Troubleshoot financial transactions, resolving discrepancies as well as generating daily transaction reports.
Education
Master of Science - Management of Information Systems
FLORIDA INTERNATIONAL UNIVERSITY
Miami, FLBachelors of Business Administration - Management of Information Systems (MIS)
FLORIDA INTERNATIONAL UNIVERSITY
Miami, FLSkills
- Salesforce
- Zendesk
- Zoho Desk /Zoho Flow
- Project Management
- Python
- SQL
- FIX
- SaaS
- API implementation
- Unix/Solaris OS
Languages
Spanish
Native or Bilingual
Timeline
Client Support Manager
Versana
02.2024 - Current
Trading Operations Specialist
London Stock Exchange Group
10.2022 - 01.2024
Client Support Engineer
FactSet
08.2020 - 10.2022
Product Specialist
Fenics Software
07.2019 - 02.2020
Client Service Manager
Thomson Reuters
01.2011 - 06.2017
Senior Client Service Specialist
Thomson Reuters
06.2004 - 01.2011
Master of Science - Management of Information Systems
FLORIDA INTERNATIONAL UNIVERSITY
Bachelors of Business Administration - Management of Information Systems (MIS)
FLORIDA INTERNATIONAL UNIVERSITY