SUMMARY:

Level 3 Production Support Engineer with over 20 years of successful business and technology integration experience in the financial and communications industries Posses the proven ability to work in high demand production environments with strengths in server support, analytical problem solving and planning ability combined with excellent leadership and communication skills.

TECHNOLOGY SKILLS:

• MCDBA
• SQL Database 2000, '05, ’08, ‘12
• SSRS
• Bloomberg
• Reuters
• VoIP
• Wireshark
• Fiddler
• Business Intelligence (BO) reporting.
• Sybase 11 database
• Ultra/Impact 360
• Web Portal
• Speech Analytics
• Data Analytics
• MS ADAM
• EMC Centera
• MSMQ
• Windows server NT - 2012
• KMS Encryption
• VMWare
• PowerShell scripting
• BIDS
• Batch scripting
• Visual Studio
• NICE (NTR)
• Confidential (IMR)
• Mobile Voice Recording (MVR)

PROFESSIONAL EXPERIENCE:

Confidential

Risk & Compliance Tier-3 support engineer

Responsibilities:

• Participated in deployment and support of NEW Confidential products “Call Match” and “Recording Check” to help business become compliant with MIFID II and Dodd-Frank regulations.
• Wrote DB scripts foe MySQL and Microsoft SQL to resolve issues.
• Helped Confidential better organize their Confidential (IMR) QA releases software.
• Created tools to assist T2 with difficulties in workflow.
• Participated in weekly discussions about development and deployment for new products with business lines, product owners, project managers, architects and developers.
• Worked with Open Trade, Unigy, Unigy 360 integrations.
• Built labs for NTR and IMR.

Confidential

Product Support Engineer DBA

Responsibilities:

• Mentored new hires and establish learning plans to bring them onboard.
• Shared knowledge gain from customer soft skills with team to ensure the best possible customer communications.
• Assisted customer with recommending, troubleshooting PBX switches (Avaya, Nortel, Cisco, etc).
• Tracked down VoIP and TDM recording issues using Wireshark and fiddler along with other tools.
• Troubleshot quality of recording and custom data.
• Architected several SQL DB backup strategies, disaster recovery, replication scenarios and restore plans for SQL/Sybase DB.
• Helped customers recover from SQL/Sybase DB crash/corruption via BCP out/in.
• Created DB backup strategies.
• Implemented triggers and created Stored Procedure and views as necessary to facilitate better processing and reporting projects.
• Fine-tuned indexes to improve performance.
• Converted report from Business Object to SSRS. Created new SSRS reports.
• Provided Tier 2 support for Ultra/Impact360 and created many internal tools to assist in troubleshooting using Batch scripting and PowerShell scripting which led to reduced TTR and improved efficiency.
• Troubleshoot daily SQL (ETL) jobs, IIS Web Services and Web Logic issues as well as Java and Apache and Citrix issue.

Cablevision

IT Asset Management Analyst

Responsibilities:

• Led team on software license reconciliation, 15,000 users and 800 applications to make the various business lines compliant with licensing.
• Set up and deployed Eracent discovery and monitoring software for Windows PCs, MACs, UNIX, Novell, Laptops and servers to dynamically report licensing usage across the enterprise.
• Built internal Web Site with Visual Studio C# from imported SQL DB and used SSRS and Business Intelligence (BIDS) reporting to display results to management.

Confidential

Manager in the financial industries Desktop / Help Desk

Responsibilities:

• Managed Helpdesk and Desktop for Swiss Bank with staff of 5 analysts supporting 320 users, 650 systems on 3 separate networks, 250 applications, 150 Laptops, and 100 Blackberry users, including senior (C level) executives and top Portfolio Managers.
• Supported Trading desks with Bloomberg, Reuters, Northern Trust, etc…
• Researched and implemented WEI keyboard and CICSO phones for traders and business users.
• Moved entire bank including trading floor for major renovation project with ZERO issues.
• Attended Bloomberg universities for multiple classes.
• Worked with risk management in identifying risks involved with existing and business needs and newly desired business requests such as changing from secured Palm devices to unsecured Blackberries.
• Implemented Remedy (CRM) for support call tracking, developing a knowledge database which reduced time to resolution by 50% in most cases.
• Assisted with Infrastructure team to implement Pivotal (CRM) for sales and client service staff providing increased productivity and the ability to manage pipelines.
• Assisted in streamlining manual processes via creating SQL DTS packages to import excel spreadsheets into a database to automate the manual processes.

Confidential

Desktop Support / Helpdesk

Responsibilities:

• Executed project of rolling out over 1000 Windows NT 4.0 workstations in a fortune 50 company to upgrade the hardware.
• Day-to-day maintained and supported LAN/Desktop operations in a Windows NT/Novell Environment of 1000+ users for the bank cards division.

Confidential

Senior Technician

Responsibilities:

• Configured Ericsson Web Switches, PDT’s, and Net Phones (IP), Ethernet and Token Ring access points to be deployed to customer sites.

Confidential

LAN Support Technician

Responsibilities:

• Built Windows 98 workgroup for several PC’s and printers for business operations.