Resume SP

1. 1
Shutima Potivorakun
5 avenue Sisley
92150 SURESNES
Tel.07 86 41 89 1
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 clientspecialists
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
 AppliedMathematicsforDataScience,Foundationsof Statistical AnalysisMachine
LearningPart 1, Statistical Analysisof Massive andHighDimensional Data
 DeepLearningwithPython,RforBig Data
 AmazonAWSCloud-Computing,MicrosoftAzure,SemanticWebTechnologiesforData
Science Developments,Java&ScalaProgramming,DataWranglingwithSQL, Relational
DatabasesManagementSystems,NoSQLDatabases,The HadoopandSparkEcosystem,
Data Pipeline
 ContinuousIntegration,DataLawsand Regulations,DevOps,Cybersecurity
 Workingina multiculturalenvironment :Trainingthe differentsupportteamsinthe
worldworkingasa team
 Writingtechnical articlesinEnglish :Ensuringinternal andexternal communication,
Contributingtothe knowledge base (writingtechnical articles)
 CRM Tools : Service Cloud(Salesforce),Siebel
 CollaborationTools :Jira,TheHub,Sharepoint

 Constantlysearchingforcustomersatisfaction
 Listening,analyzing,solvingorproposingworkaroundsassistingonsite orremotely
(Bomgar,WebEx)
 Validatinganddeployingsoftware patches
 English: Proficient
 French: Proficient
 Japanese :Proficient
 Thai : Mother Tongue
 Windows7, 8.1, 10 Install &Admin,WindowsServer2008/2012, Citrix XenApp6.5,
VMware Workstation12, WindowsHyperVision,VSphere5.5,MS Office 2010/365,
Linux/Unix,SQLServerBusinessIntelligent
 HTML5/CSS3, C/C++
 WindowsSysinternalSuite :ProcessMonitor,ProcessExplorer,ProcDump
 NetworkTrace Analysis:Fiddler,HTTPAnalyzer,Wireshark
 Crash Analysis:WinDBG,DebugDiag
 AdvancedNotepad++
Will be acquired
in April 2020
Soft Skills
Customer
Service
Language
Technical Skills

2. 2
 Professional Experience
2010 - 2019 Lead Technical Support Engineer
Refinitiv(formerThomsonReuters) – Puteaux,France
 Provide a3rd level globalsupportwithahigh level of technicalexpertise onfinancial
applications(EikonandFXT) –100K usersaroundthe world
o Managing dailyticketsincidents|110 in annual average
o Enteringandmanagingbugs(JIRA database) |90 in annual average
o Advancedloganalyzingtofind outrootcausesfor clients’problems
o Exchangingwiththe developmentteams,QA teamandProductManagement(EMEA,
AMERS and APACregions)
o Validatingthe « bugfix » for customers
o Visitingclients(EMEA region) andwrite visitreports(DeutscheBank,SociétéGénérale)
 Writingand updatingtechnical articlesinEnglishforthe Hub(Jive Software) andService Cloud
(Salesforce) knowledge base withinternalandexternal access|20 articlesinannual average
 Managing applicationcrashreports
o Recognizingexpertise oncrashinvestigationandanalysis
o Assistinginthe designof aplatformforautomaticanalysisof crashes
o Diagnosing,creatingandupdatingcrashfamiliesviaaninternal webportal
 Trainingthe 2nd level supportteams
o Creatingtechnical trainingmaterialsinEnglish(PowerPoint)
o Deliveringthese technical trainingsinEnglishviaremoteconnection(WebEx) forteams
basedinNewYork,London andGdynia
 Responsible inEikonRolloutprogram
o Drivingmass-deploymentprojectandbeingapointof contact for strategicaccounts
(Deutsche Bank,JPMorgan) to ensure the smoothandrapid Eikondeploymentprocess
Results :
Reductionof the ERT (EstimatedResolutionTime) forcustomercasesby 40% (withthe
helpof technical articles)
Augmentation of customerclosedcasespermonthby 30%
Increasinginthe Eikonworkstationsonthe strategicaccounts
Receivingmore than 80% positive reviewsforCustomerService Pulse Feedback
2003 - 2009 SeniorQuality Assurance Engineerfor Internet Finance Platform (iFP) (FormerRMDS Feed
Handler Team)
Thomson ReutersCompany – Bangkok,Thailand
 Leadedthe testteamfor the 6 monthstransitionprojectof InternetFinancePlatforminSt.
Louise,United States
 Improvedsoftware testingqualitybyleadingthe teaminfindingthe bestteststrategiesfor
testingthe product,InternetFinance Platform, agroupof ReutersMarketData System
(RMDS) componentswhichallow marketdatatobe accessible viaHTTP overthe internetoran
intranetforbothsnapshotand real-time streamingdata
 Preparedthe reliabletestlabbysimulatingthe real worldmarketdatamovementwiththe
backgroundknowledgeinRMDS,a backendarchitecture thatfacilitatesthe reliableflow of
real-time marketfrommarketdatapublisherstomarketdataconsumers,andseveral typesof
exchanges
 Involvedinthe investigationforclients’problemsbyhelpingproductsupportsanddevelopers
infindingthe rootcauses
 Coachedmore than one juniorstaffsinorderto transferknowledge tohelpcreate the most
efficientandmore effective testresultforthe whole team

3. 3
 Reviewedandanalyzedbusinessrequirementsanddesignspecificationsforlow tomoderately
complex changes/systemsforcompleteness,testabilityandtranslationintotechnical
specifications
 Planned,estimatedandallocatedthe teamresources foreachsoftware projects
 Recommendedimprovementstothe overall qualityprocesstocreate efficiencies
 Ensuredthe formalityandsoftware standardqualitybyapplyingthe software process(CMMI)
intoeach software project
Results :
Successful of the iFPtransitionproject
Augmentationof the testautomationby60%
2002 - 2003 ApplicationEngineer
Fujitsu SystemsBusiness CO.,LTD. – Bangkok,Thailand
 Studiednewsoftware andconductedthe pre-salesprocesssuchaspreparingthe presentation
on the newproductto presenttothe potential clients
 Implementsandtestedthe applicationsystem,andalsoresearcherthe bestandsuitable
solutionstomeetwithcustomers’requirements
 Preparedandsetup the applicationsystemaftersales
 MarketingTrainee – trainedinthe businesssupportgroupaboutthe conceptsof marketing
and the processesof pre-sale inmarketingperspective suchas,studyingall the productsand
findingawayto sell them,alongwiththe teambrainstormingtoarrange seminarsorsome
special eventstoadvertisethe products,doingthe research onothercompetitorstobe able
to make a comparisonor finda wayto improve the company’sproductstomeetwiththe
clients’infinite requirements
 Education
2019 - 2020
MSc in Data EngineeringforArtificial Intelligence –Data ScienceTechInstitute,
Paris,France
1997 - 2002 Boston University– Boston,Massachusetts,USA
 Bachelorof Arts and Sciences/ComputerScience Degree
 Hobbies
Sport Crossfit,Running,TRX,Cycling
Lecture Literature – Fiction,ArtHistory,Self-improvement