Technical Support Analyst Resume Profile

Summary

Sr. Technical Support Analyst with expertise of datacenter implementation and troubleshooting end-to-end connectivity solutions for real-time market data infrastructure deployments. Manages customer expectations and designs solutions to meet the customer's needs. Establishes collaborative relationships and communicates effectively with account managers, customer technical managers, and outsourced vendors.

Expertise in:

Critical and unexpected decision making Data-center infrastructure development
Solutions determinations for customer Service-network troubleshooting resolution

Technical Skills

Applications	Adobe Acrobat Professional, Microsoft Office Professional 2007 Excel/Word/Outlook/PowerPoint , Visio 2007, SCO UNIX VI Editor, Ethereal packet analyzer, Putty/HyperTerminal, Thomson One Smart Client, Windows OS
Hardware	Cisco IOS platforms: 2800, 3800, 6500, and 7200 router models. Cisco 2900/3500 series switches. Dell PowerEdge 1750, 1850, 1950, R610 server series, BlueCoat Proxy appliance

Experience

Confidential

Systems Engineer

Specializing in the design and deployment of customer real-time market data infrastructures supporting customer implementation projects for Wells Fargo Advisors, Deutsche Bank, Merrill Lynch, Morgan Stanley, JPM Chase, and TD Ameritrade.
Wells Fargo Advisors - Designed and implemented six new data centers throughout the U.S consisting of 160 price-servers accommodating 5000 Thomson ONE Smart-Station users.
Responsible for resource and field coordination of site installation, relocation, addition, and change requests.
Achieved high EDP rate by consistently meeting customer expectations through proper planning and coordination of hardware upgrade initiatives.
Provided pre-sales and follow-up design and tech support to technical account managers, Sales teams, and Client Services team.
In addition, also continued on in my role as well with most responsibilities listed below in the next 2 sections.

Confidential

Sr. Technical Support Analyst

Provided lead support to on-site field engineers and technicians as part of the installation process.
Managed escalation requests from 1st and 2nd level system analysts by assisting with troubleshooting of unique and non-standard customer environments.
Assisted operations personnel with urgent service maintenance projects of customer price-servers and related equipment as well as other 'system down' service issues.
Reviewed and verified client technical documentation for systems monitoring.
Continued to assist in upgrades and maintenance of delivery network at American Stock Exchange until their closing.
Performed end-to-end lab testing in a live stream scenario whenever new equipment models or revisions came out in the interest of discovering and repairing any operational flaws.

Confidential

Technical Support Analyst

Managing implementation aspects and daily call center incidents affecting network connectivity of ILX
Workstation and Autex deployed infrastructures to resolution.
Provided pre-sales support to sales and account teams establishing long term client relationships in the process
Led all aspects of upgrades, expansions, relocations, etc in conception, planning, design, and installation with continual follow-up operations monitoring.
Assisted in upgrades and maintenance of delivery network at American Stock Exchange.
Maintained daily activities status of all current and future client site installations.

Confidential

Staging Technician

Configured, staged, and performed simulation testing of all client deployed communications and networking hardware for ILX market data service implementations ensuring a seamless transition.

Confidential

Special Projects Coordinator

Coordinated circuit and network upgrades for all clients moving from the X.25 back-end WAN to TCP/IP.
Organized and executed installations without disruption to the clients' current market data delivery network, while creating a more efficient delivery utilizing the modernized network fabric.
Scheduled and monitored all implementation activities among various teams along with the customer technicians, both on-site and remotely, resulting in a seamless upgrade of service.

Confidential

PC Technician

Performing installation and troubleshooting of access-network devices and desktop hardware.

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