1. Craig Randall
Tel: 07515152638 Resides: Essex - UK resident Email: Crandall94343@googlemail.com
https://uk.linkedin.com/pub/craig-randall/b7/779/8b1
ProfileProfile
A highly energetic, enthusiastic and motivated professional who has a strong desire to succeed and who
possesses the ability to build positive working relationships with customers and passion to deliver a high
quality of service. With over 10 years of service within the Financial Services Industry. I clearly understand
the operational and development needs of a business. Constantly focused on what is important to the
clients. A highly effective communicator I can quickly gain a grasp of a client’s strategic direction and
requirements. I am confident that I have the skills, experience and ‘can do’ attitude to meet any
expectations.
Key AchievementsKey Achievements
IFDS – Internal Award for Client service
ITIL v3 – Foundation Qualification
IOC – Investment Operations Certificate (foundation)
Career HistoryCareer History
January 2014 – Current: International Financial data Services (IFDS)
iSeries Engineer
Reason to leave: Current Position
Within iSeries we look after multiple IBM systems (including the introduction of Flex and Storwize family
products) and ensure high levels of availability and security for business applications.
- Ensure highest availability for our 24*7 clients.
- Supporting day to day issues both internal and external front-end users.
- Arranging back-up and scheduled jobs on the systems around current on-going projects and client
SLA’s.
- ISeries Backup Recovery and Media Services (BRMS).
- Project based deadlines with working out capacity and storage with our current systems and
advising our project management.
- Amending current system resources to cater for client requirements with little notice.
- Engaging with Third party vendor IBM for any hardware replacements and scheduled maintenance
required on our systems.
- Raising change requests for any system changes / enhancements or retrospective issues.
- Knowledge on CPU & Memory Management through the HMC
- Working with system activity for any long running / resource driven jobs.
- Providing details to various business areas of any issues identified by our monitoring systems
- Experience Logical Partition (LPAR) Creation and Configuration
- Planned and unplanned role-swaps from our source to target sites.
- Software Replication management.
- Planning for future upgrades to 3rd
party hardware within capacity and budget.
- Using LPAR2RRD to monitor current CPU usage of our configured systems.
- Power 6 to Power 7 upgrades involvement
- Ordering & Loading PTF’s and arranging downtime with clients, usually during their backup
window.
- Working within an ITIL based environment ensuring uptime surpasses downtime to provide a high
availability to our clients in line with the operational level agreement (OLA).
- Adhering to client Service Level Agreements and ensuring any incidents are resolved and
problems raised if this cannot be fully resolved.

2. - Providing workarounds for any consistent or ongoing problems.
- Automating processes where possible to streamline any tasks that can be easily programed either
by VB script (macro) or CL400 / C#.
- Maintaining internal and external client and customer relationships with an honest and open
approach, also acting as a first point of contact regarding any issues or concerns brought forward
from any client / provider.
- Knowledge and understanding of the Service Delivery Lifecycle process and knowing where I can
have input to each stage from service design, service transition and service operation.
- Updating the service catalogue with any new components installed / upgraded hardware.
- Responsible for firmware scheduling and upgrades on our IBM Storwize and capacity hardware.
- Researching any potential enhancements to optimize the performance of our systems.
- Attending multiple courses relating to upcoming IBM products, such as the IBM virtualization,
Cloud technologies, and setup and configuration courses.
Other experience within the role involves some Project Management work which involves:
- New projects have to be scoped and scaled to fit in with the current business model and the
objectives.
- Further analysis is done to see if additional hardware is required for the projected new business
- All parties that need to be involved are engaged and efforts calculated from each area and built
into the project plan.
- Note all requirements from each area and build them into a run-book / plan.
- Schedule with all the teams to arrange testing, followed by scheduled releases for production.
- Change governance around the MFSC (Master Forward Schedule of Change) if releases and
testing can coincide with current projects.
- Chasing through requests for change to ensure the correct approvals are requested for change.
- Attending Change advisory Board (CAB) meetings to run through potential risks other areas may
face if certain changes are approved.
- Providing business requirement and technical knowledge to budgetary requirements and
forecasting.
- Time management and ensuring time is correctly recorded and assigned to projects
- Working alongside our development teams with scheduled releases including the debugging of
some SQL based code errors.
January 2012 – January 2014 : International Financial data Services (IFDS)
AWD Business Support Analyst / ITService Desk Support
Reason to leave: Career Progression
AWD Support included different shifts between 7am and 7pm with the addition of out of hours support to
ensure system availability is within its SLA’s and supporting users with any issues they face on a daily
basis with the AWD and AWD10 Application.
- Support day to day incidents with the internal AWD and AWD10 Application and Web-based GUI
application systems along with all of its peripheral products.
- Working Closely with IT Service Delivery and the IT Service Desk and Service desk managers to
ensure high availability and quick resolution times regarding incidents raised.
- Dealing with external and internal issues ensuring the items are looked into on a priority basis
according to the impact of the issue on the company / area.
- Working with the other support areas to ensure functionality and availability of our systems are
operational within the scheduled time ranges.
- Able to work to strict deadlines including providing workarounds for severe issues within a short
timeframe to ensure no VP critical items are missed which could result in a financial penalty.

3. - On-Call support for any out of hours escalation issues that requires immediate analysis / fixes, as
well as supporting any internal releases.
- Preparing the systems for a Data Centre loss and ensuring BCP procedures are up to date and
accurate in the worst case scenario.
- Debugging and troubleshooting high risk incidents
- Demonstrating core functions and technical presentations to clients of the workflow process.
Originally this was an integrated role where this was 50% IT Service Desk / Help Desk and 50% Application
Support.
IT Service Desk tasks included:
- Providing a 1st
line support to all the business of over 1200 employees and our external clients.
- Setting up new accounts and administering accounts with active directory
- Logging service requests or incidents depending on priority, type of the request.
- Able to resolve less technical issues over the phone to end users
- Remaining professional and providing high quality of customer service.
- Providing IT Service delivery statistics for Director / Head of Service Delivery
- Triaging requests / incidents to allow the correct area of support to resolve.
- Providing updates on any Major Incidents to all areas of the business for awareness.
- Escalating High Impact Production issues to senior management.
- ITIL Based environment working with the Incident and Problem management best practices.
- Reviewing the allocation of day to day resources with the service desk manager.
- Ensuring best use of automated toolsets to align service delivery with its strategic plan.
- Covering shift patterns between 7am and 7pm including weekends.
- Providing on-call support for any out of hour’s incidents.
- Contacting 3rd
party suppliers with costs for obtaining licenses required for support.
- Pro-actively seeking opportunities for continuous learning and improvement
July 2010 – December 2012: International Financial data Services (IFDS)
Cash Management
Reason to leave: Career progression
Cash management is responsible for all of the outgoing and incoming of all funds received for our 40+
management companies.
- Dealing with the Trustees / Custodians Directly for agreeing creation and liquidation figures to
ensure correct payment is received / sent.
- Being the point of contact regarding any discrepancies with any payments, bounced cheques,
distribution payments or early settlement figures.
- Arrange settlement of T+1, T+2, T+3 and T+4 trades in form of TT and/or BACS payment.
- Liaising with Reconciliations department for any unapplied funds to be receipted against the correct
fund code and general ledger account.
- Arranging Annual Management Charge fees with Client Accounting and the breakdown of payment
per fund code.
- Following the client money processes in place to ensure our client’s money, if not receipted or sent,
is protected under guidelines produced by the FCA.
- Using a various number of banking systems including HSBC Net, RBS and NatWest Bankline.
- Maintaining client relationships within the business as well as externally and dealing with any
queries within a timely manner.
- Client on-boarding including the meeting with project managers and arranging setup or closure of
bank accounts.
- Accountable for client treasury’s being sent to the respective client and relationship managers to
confirm current financial standing. When required, arrange paperwork for potential treasury funding
with the trustees / client to ensure funds are available for outgoing payments.
- Offshoring to external service provider and ensuring knowledge transfer has been understood by
both parties ready for processing.
- Account for profit and loss payments in relation to client compensation and ex-gratia payments.

4. Other tasks involved within the Client Finance division included:
- Ensuring processes and procedures were kept up to date and as accurate as possible.
- Training new staff.
- Preparation for client visits and running through the lifecycle process of the Cash management
function and how the Dealing /Settlement and quality processes are dealt with prior to the funds
being paid to clients.
- Weekly Team meetings to discuss any concerns or upcoming events that could impact resources.
- Testing in a model office environment for any new business ready to prepare for go-live /
production.
- Monitoring workflow queues for additional payment requests via the call center / dealing teams.
- Liaising with book & pricing for any discrepancies on any creation / liquidation fund prices before
agreeing with the trustees/custodians.
- Completing yearly courses provided internally for our competence such as, Financial Crime
Prevention, Client Money, Bribery Act, Treating Customers Fairly, IOC, Data Protection and
Information Security.
- Recognized for exceptional client liaison and management skills
June 2008 – July 2010: International Financial data Services (IFDS)
Cash Receipting Team Leader
Reason to leave: Career progression
Cash Receipting is responsible for applying receipts and rejecting the cheques for application received at
DMD.
- Liaising with managers to discuss weekly and monthly figures / volume.
- Resourcing for team to ensure all of the workload is fully covered.
- Facilitate problem solving and collaboration.
- Also provided extra cover for the other team leader within another team of approximately the same
size.
- Coaching and leading the team to ensure the best quality of service.
- Motivating and inspiring team members.
- Discussing areas for improvement within the team or volume of work and look for ways to improve
the process or system to advantage our team and/ or different strategies to see what best practice
works best.
- Providing guidance to the team based on management direction.
- Establish meeting times, places and agendas.
- 1-2-1 meetings with the team : every month or 2 monthly meetings with individuals making sure
they are happy with everything, any concerns they have or any further career developments they
wish to seek, Recognize and celebrate team and team member accomplishments and exceptional
performance.
- Reorganized the teams structure to fit in with skills matrix and processes for improvement
- Intervene when necessary to aid the group in resolving issues.
- Maintaining a healthy group dynamic.
- Provide status reporting of team activities against the program plan or schedule with the team so
they are aware of new business or clients coming onboard and the volumes they would bring.
- Preparing KPI packs for internal and external auditors.
- Daily statistics – ensure all stats of the days work are noted and presented to the managers for the
management company’s monthly meetings.
- Assisted with the headcount and interview process.
- Escalate issues which cannot be resolved by the team to the senior management team.
- Client Walk-in’s often occurred around Tax Year end which were ‘out of the blue’ so 100%
customer focus and service was ensured all the time. The client walk-in’s consisted of the
occasional Client Directors or the everyday investor.
- Departmental tours were a part of the service, detailing each part of the application lifecycle
process and how their clients / investors applications were handled and dealt to the point of entry
into the building until their clients request was fulfilled and the cycle complete.

5. - Continual Service improvement was another standard which was introduced in to my team to
ensure that team members were encouraged to provide any possible solutions to daily tasks or
processes to make it more efficient.
- Occasional discussions with the clearing centers regarding any discrepancies with the daily
banking.
- Received a MAD Award (Make a Difference Award) for exceptional client service and using
incentive discover ways to improve client processes.
June 2005 – 2008: International Financial data Services (IFDS)
DMD Input Administrator
Reason to leave: Career progression
DMD processing involved early shifts to account for the early Royal Mail delivery being received and
scanned on to the internal system AWD.
- Opening of all the mail and sorted into batches for the separate management companies.
- Have all the batches checked and ready to be scanned.
- Scanning in all items to the AWD System using a BancTec Scanner.
- Ensure all items once scanned are AWD.
- Vetting of all the items so they were distributed across the business dependent on the mail
received.
- Issues picked up via the scanners were logged and reported.
- Resourcing for other areas of the department to ensure SLA’s and KPI’s were met.
- Understanding importance of Money Laundering Documentation and ensuring these were
returned to the customer as soon as possible.
- Ensure all Cheques and Direct Debits were correctly stamped and reconciled ready for
receipting against booked and priced deals and sent to the bank.
Education HistoryEducation History
School GCSE’s English, Mathematics, Science, Art, Performing Arts, Geography and French
IT System Experience
• AWD & AWD10
• FAST
• FSU
• iSeries / AS/400 Operating system
Industry Related Courses:
• Anti-Money Laundering – October 2005/06/07/08/09/10/11/12/13/14
• Data Protection – October 2005/06/07/08/09/10/11/12/13/14
• Financial Crime Prevention – October 2005/06/07/08/09/10/11/12/13/14
• Treating Customers Fairly – August 2008/09/10/11/12
• Information Security Awareness December 05/06/07/08/09/10/11/12/13/14
• Client Money October 05/06/07/08/09/10/11/12/13/14
• IOC (Introduction to securities and investments) Passed – 2009
• Bribery Act 2010 – September 2011
• Developing Client Relations
• Developing Assertive Behavior
• Mental health Awareness Course
• Time Management
• Planning and Organization

6. • Health & Safety
• Dealing with difficult conversations
• Feedback skills
• Communication skills
Key Skills
• Client focused
• Ability to learn new skills quickly ;
• Delivery orientated - able to produce quality output under time and resource pressure;
• Excellent written and verbal communication skills;
• Focus on producing accurate, high quality work whilst providing a high standard of client
service;
• Structured and analytical approach to professional issues;
• Sound and timely judgment;
• Team player with good influencing and negotiating skills;
• Ability to work to tight deadlines
• Infectious, able to motivate and influence others
Key Products
• AUT’s
• OEIC’s
• ISA’s including Junior ISA’s
• Investment Trust
• Pensions
IT Skills
• Microsoft Office Package including : Outlook, Word, Excel (including some exposure to Visual
Basic), PowerPoint, Visio (limited exposure due to licensing)
• Active Directory
• ServiceNow Incident management system
• Sostenuto Incident management system & configuration
• Banctec Scanner setup and configuration
• SQL (including plan cache analysis)
• iSeries Navigator and Job Watcher for IBM I
• ITIL v3 foundation Qualification (Acquired 2013)
• CL programming on iSeries (Only recently started in 2015)
• IBM Pure Flex technology
• Halcyon – Monitoring software
• iTera – Replication software
• Citrix
• Java – Exposure to some in-house built application running on Java.
• eDays – HR Management System
• Workdays – Holiday & HR Management system

7. • Raspberry Pi (Linux, Python)
• IBM Virtualization Course (Cloud Storage, Virtualizing configuration)