Fiber Support Analyst Resume
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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
- Provided support for Optimum Online and Optimum Voice customers.
- Enhanced and fixed PCs/Macs to ensure high quality service.
- Set up email accounts and configured email clients for customers.
- Assisted other technicians by doing and answering questions.
- Called back customers that required sophisticated levels of support.