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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.

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