Shutima Resume

1. 1
Shutima Potivorakun
5 avenue Sisley
92150 SURESNES
Tel. 07 86 41 89 51
Email s.potivorakun@gmail.com
Linkedin www.linkedin.com/in/shutima-potivorakun-3b271565
MSc Student Data Engineer for AI / Lead Technical Support Engineer
I am currently enrolling in the MSc Data Engineering for AI program at Data ScienceTech Institute, Paris. My
previous title was Lead Technical Support Engineer. 10 years + experience in a technical aspect of financial
applications and platform with an emphasis of customer support and service. I actively helped client specialists
and sales teams by providing global customer support with a high level of technical expertise. With my strong
background in software engineer, customer support for financial applications and the knowledge of Data
Engineering courses acquired in April 2020, I wish to join and contribute to the team as a Data Engineer.
▪Expertise
 Applied Mathematics for Data Science, Foundations of Statistical Analysis Machine
Learning Part 1, Statistical Analysis of Massive and High Dimensional Data
 Deep Learning with Python, R for Big Data
 Amazon AWS Cloud-Computing, Microsoft Azure, Semantic Web Technologies for Data
Science Developments, Java & Scala Programming, Data Wrangling with SQL, Relational
Databases Management Systems, NoSQL Databases, The Hadoop and Spark Ecosystem,
Data Pipeline
 Continuous Integration, Data Laws and Regulations, DevOps, Cybersecurity
 Working in a multicultural environment : Training the different support teams in the
world working as a team
 Writing technical articles in English : Ensuring internal and external communication,
Contributing to the knowledge base (writing technical articles)
 CRM Tools : Service Cloud (Salesforce), Siebel
 Collaboration Tools : Jira, TheHub, Sharepoint

 Constantly searching for customer satisfaction
 Listening, analyzing, solving or proposing workarounds assisting on site or remotely
(Bomgar, WebEx)
 Validating and deploying software patches
 English : Proficient
 French : Proficient
 Japanese : Proficient
 Thai : Mother Tongue
 Windows 7, 8.1, 10 Install & Admin, Windows Server 2008/2012, Citrix XenApp 6.5,
VMware Workstation 12, Windows Hyper Vision, VSphere 5.5, MS Office 2010/365,
Linux/Unix, SQL Server Business Intelligent
 HTML5/CSS3, C/C++
 Windows Sysinternal Suite : Process Monitor, Process Explorer, ProcDump
 Network Trace Analysis : Fiddler, HTTP Analyzer, Wireshark
 Crash Analysis : WinDBG, Debug Diag
 Advanced Notepad++
Will be acquired
in April 2020
Soft Skills
Customer
Service
Language
Technical Skills

2. 2
▪ Professional Experience
2010 - 2019 Lead Technical Support Engineer
Refinitiv (former Thomson Reuters) – Puteaux, France
 Provide a 3rd level global support with a high level of technical expertise on financial
applications (Eikon and FXT) – 100K users around the world
o Managing daily tickets incidents | 110 in annual average
o Entering and managing bugs (JIRA database) | 90 in annual average
o Advanced log analyzing to find out root causes for clients’ problems
o Exchanging with the development teams, QA team and Product Management (EMEA,
AMERS and APAC regions)
o Validating the « bug fix » for customers
o Visiting clients (EMEA region) and write visit reports (Deutsche Bank, Société Générale)
 Writing and updating technical articles in English for the Hub (Jive Software) and Service Cloud
(Salesforce) knowledge base with internal and external access | 20 articles in annual average
 Managing application crash reports
o Recognizing expertise on crash investigation and analysis
o Assisting in the design of a platform for automatic analysis of crashes
o Diagnosing, creating and updating crash families via an internal web portal
 Training the 2nd level support teams
o Creating technical training materials in English (PowerPoint)
o Delivering these technical trainings in English via remote connection (WebEx) for teams
based in New York, London and Gdynia
 Responsible in Eikon Rollout program
o Driving mass-deployment project and being a point of contact for strategic accounts
(Deutsche Bank, JP Morgan) to ensure the smooth and rapid Eikon deployment process
Results :
✓Reduction of the ERT (Estimated Resolution Time) for customer cases by 40% (with the
help of technical articles)
✓Augmentation of customer closed cases per month by 30%
✓Increasing in the Eikon workstations on the strategic accounts
✓Receiving more than 80% positive reviews for Customer Service Pulse Feedback
2003 - 2009 Senior Quality Assurance Engineer for Internet Finance Platform (iFP) (Former RMDS Feed
Handler Team)
Thomson Reuters Company – Bangkok, Thailand
 Leaded the test team for the 6 months transition project of Internet Finance Platform in St.
Louise, United States
 Improved software testing quality by leading the team in finding the best test strategies for
testing the product, Internet Finance Platform, a group of Reuters Market Data System
(RMDS) components which allow market data to be accessible via HTTP over the internet or an
intranet for both snapshot and real-time streaming data
 Prepared the reliable test lab by simulating the real world market data movement with the
background knowledge in RMDS, a backend architecture that facilitates the reliable flow of
real-time market from market data publishers to market data consumers, and several types of
exchanges
 Involved in the investigation for clients’ problems by helping product supports and developers
in finding the root causes
 Coached more than one junior staffs in order to transfer knowledge to help create the most
efficient and more effective test result for the whole team

3. 3
 Reviewed and analyzed business requirements and design specifications for low to moderately
complex changes/systems for completeness, testability and translation into technical
specifications
 Planned, estimated and allocated the team resources for each software projects
 Recommended improvements to the overall quality process to create efficiencies
 Ensured the formality and software standard quality by applying the software process (CMMI)
into each software project
Results :
✓Successful of the iFP transition project
✓Augmentation of the test automation by 60%
2002 - 2003 Application Engineer
Fujitsu Systems Business CO., LTD. – Bangkok, Thailand
 Studied new software and conducted the pre-sales process such as preparing the presentation
on the new product to present to the potential clients
 Implements and tested the application system, and also researcher the best and suitable
solutions to meet with customers’ requirements
 Prepared and set up the application system after sales
 Marketing Trainee – trained in the business support group about the concepts of marketing
and the processes of pre-sale in marketing perspective such as, studying all the products and
finding a way to sell them, along with the team brainstorming to arrange seminars or some
special events to advertise the products, doing the research on other competitors to be able
to make a comparison or find a way to improve the company’s products to meet with the
clients’ infinite requirements
▪ Education
2019 - 2020
MSc in Data Engineering for Artificial Intelligence – Data ScienceTech Institute,
Paris, France
1997 - 2002 Boston University – Boston, Massachusetts, USA
 Bachelor of Arts and Sciences / Computer Science Degree
▪ Hobbies
Sport Crossfit, Running, TRX, Cycling
Lecture Literature – Fiction, Art History, Self-improvement