Production Trade Support:-Sit next to traders on the trade desk to allow full immersion in the trading workflows-Provide level one and level two support of trading system issues affecting your desk-Determine when escalation to on-call teams is necessary-Provide detailed log snippets and summarizations that bring the development team up to speed quickly on the problem without the need for them to conduct a level one / level two analysis themselves-Become proficient in area's trading tools-Document outages in the outage tracking system and follow up with development teams to drive permanent resolutions-Utilize a “fix it twice” mentality to use tactical solutions to get trading systems stable again but then follow up with the strategic fix soon afterTrading Systems Design:-Help define and document feature requests and software bugs-Educate traders on new software features-Proactively address performance improvements/optimizations-Maintain system diagrams w/hardware and software dependencies w/ Trading SystemsOperations (TSO):-Contribute to the design and implementation of trading support workflows to enhance reliability and proactive alertingRelease Management:-Work with Trading Systems Operations (TSO) to schedule software releases for your trading desks, following a risk mitigating phased rollout approach where appropriate.-Communicate to traders when new releases are scheduled

-24x7x365 Enterprise Environment-Provide Level I and II Infrastructure Support for Sears/Kmart websites-Monitor multiple metrics for 1000+ servers between multiple Data Centers-Responsible for escalating Network/Infrastucture/System issues to appropriate teams in a timely manner-Utilize Linux Terminal skills to troubleshoot/investigate/resolve issues prior to escalation-Use Enterprise Tools, including Splunk, to investigate Security/Network issues-Work with multiple Network/Systems/Storage/Application teams on a daily basis -Host and Operate Conference calls during escalated issues, contacting appropriate application teams, and assisting in problem resolution-Remotely connect to infrastructure environment when travel is unavailable

Customer-facing role, in which full solutions are presented to the customer, based on needs and recommendations.Utilize skills and expertise, in assisting customers building their own computers, upselling Antivirus software, and installation services as required.Attend monthly training courses, as per various vendors.Responsible for merchandising in a specific area of a department, cleaning shelves, maintaining product displays, and organizing product.

-Provide level 1 tech support via phone, chat, and online ticketing system- Use cPanel to access/modify client files (.htaccess, index.php, wp-config.php, etc.)- Use SecureCRT (SHELL) for troubleshooting client/server issues (IP blocks, edit files with nano, check DNS Resolution, change permissions, etc.)- Access MySQL database to modify databases, tables, and values as needed.

Cold-calling Clients daily, handling objections, displaying excellent customer service skills• Using excellent sales and closing skills to sell IT solutions to Clients• Recognized for having the most buying accounts on an assigned team for a given month• Maintaining a very heavy work ethic, including working at home outside of business hours

Required to make 100+ outbound calls daily• Prospecting new clients, while also following up on current Clients• Fearless ability to speak with C-level executives and face Rejection• Overcome sales objections

Customer-facing role, requiring Tier 1 helpdesk supportMinor server configuration and installationInternship role

Improved salesman-to-customer relationship by developing an email system to answer customer questions without the need to come to the store• Recognized for obtaining highest sales percentage• Referred by previous customers, based on the level of knowledge of products, and quality of service

Obtained information from customers and utilized that information to make decisions that ensure customer satisfaction • Installed and serviced low-voltage Honeywell alarm equipment, while providing excellent customer service • Demonstrated ability to up sell equipment to customers based on need and recommendations