Regional Support Analyst
Provided first level customer technical support for BGC Partners. Worked directly with regional and international customers, developers, as well as high level Customer Support management on various quality improvement implementations, conversions, and upgrades. Windows Desktop Support for all departments: Equities, Mortgage-Back Securities, BGC Sales, Cantor Asset Management o Troubleshootingo PC Optimizationso PC Builds / Application Installso Networkingo Configured systems Primary support included root cause analysis, problem recreation, logging of incidents in tracking system, testing of fixes, and when necessary, escalation of problems or product documentation issues to development when required. Provided phone support / administration: BT Turrets (British Telecom), IPC Turrets & Nortel Phones Responsible for trading application administration install / set-up and risk management:o ECCO, Crossfire, Espeed, BGCPro, Bloomberg, Fastfill and Eurex Responsible for support and monitoring of all computer systems, hardware, and applications, executing within multiple environments. Performed problem analysis and system recovery processes. Coordinated operational activities with other support groups, vendors, and customers. Planned, coordinated, and implemented all changes to the operational environment. Implemented scheduled and emergency maintenance when required. Provided effective guidance to others in the resolution of hardware, software, capacity issues and resolving problems trends. Provided enhancements to installation, upgrades, disaster recovery, reporting, and other processes to decrease time to reach successful end results. Managed full equipment lifecycle from ordering equipment, inventory, facilities management, Employee ID Maintenance Ensured that customer satisfaction was met and exceeded at all times. Managed integrated solutions for customers.
