Fiber Support Analyst Resume

SUMMARY OF QUALIFICATIONS

Strong technical support skills enabling quick troubleshooting of production issues, while minimizing exposure for both clients and the firm.
Notable skills with SQL including creating custom reports via Excel VBA.
Excellent customer service and business communication skills.
Strong interpersonal skills and team orientation.
Extensive experience in the entire software release process including design, coding, testing and production release.
Successful marketing experience for new and existing products.
Ability to work independently to plan, prioritize, assess and solve problems.

PROFESSIONAL EXPERIENCE:

Fiber Support Analyst

Confidential

Provides support for residential and business FiOS accounts from Central Office to the customer’s equipment.
Hosts conference calls with businesses and their IT to resolve third party router and server issues
Using skills from past support roles, creates Excel macros and other support tools to help team efficiency.
Calls back high profile accounts that have issues that were not able to be resolved with first level troubleshooting.
Establishes great rapport with customers in order to gain trust and follow up with them to make sure their issue is fully resolved.

Production Support Specialist/Project Manager

Confidential

Offered 24/7 trade support for all systems in Europe, Asia and the U.S markets.
Trained and optimized level one trade support teams to increase resolution times.
Worked with vendors/brokers to troubleshoot networking/firewall issues, new FIX engines and new connections.
Managed, developed and supported software for the Global Trading OMS and the Algorithmic Trading System, which focused on global equities, ADRs and ETFs.
Utilized MS - SQL daily to investigate and fix workflow and back office issues.
Created a macro in Excel (SQL backend) to breakdown broker flow, analyzed the results and saved the company $5K is commission a month by fixing the flow distribution.
Built a suite of Excel macros that quickly generate various reports using SQL stored procedures and real time market data. (TCA, P&L, Algo performance, etc).
Wrote various stored procedures for EOD reporting, support tools and trade insertion.
Set up SQL server jobs to send clients automated end of day reports.
Wrote SQL functions to map internal FIX tags to those of exchanges/brokers.
Used scripting, including PERL, to release new FIX engine builds.
Responsible for all Algo system releases/bug fixes, including testing on the trading desk.
Using SQL, KDB and Bloomberg API, maintained the VWAP curves for over 40 markets.
Analyzed and improved system performance in order to accommodate trading traffic.

Technical Support Specialist

Confidential