Experience

Zecco Trading

• Financial Services
• 1 - 100 Employee

• Senior Technical Analyst

  • Nov 2009 - Present

  • Provide telephone and email support for employees addressing procedural, configuration, customer infrastructure and software-related customer issues• Request and review IP and activity logs to investigate connection issues and trade discrepancies• Perform administrative tasks for Zecco Trading accounts.• Perform administrative tasks for Zecco Trading Live Person chat.• Perform administrative tasks for Zecco Trading ACH Relationship Management.• Maintain a thorough knowledge of all aspects of the Zecco Trading Center.• Monitor and investigate any Online Application issues.• Review customer feedback and escalate suggestions to the appropriate management team• Act as the first point of contact for FSR on all technical issues.• Communicate outages and resolutions to Customer Service and Operations• Handle customer escalations. • Generate and maintain customer-facing website notifications.• Generate and maintain disaster recovery documents for technical-related procedures. • Review and update Zecco Trading Frequently Asked Questions. • Generate and Maintain technical support articles for the Knowledge Base. • Interface directly with third-party vendors to report technical support issues.• Maintain positive working relationships with all primary points of contacts with third-party vendors.• Join weekly conference calls with third-party vendors to discuss and monitor progress on fixes and development.• Document all service outages/incidents.• Generate weekly and monthly reports of outages that impact existing Service Level Agreements (SLA).• Lead a monthly conference call with executive management to review outages that impacted the SLA.• Provide Quality Assurance testing of bug fixed.• Coordinate and lead Quality Assurance teams. Show less

• Technical Support

  • Mar 2008 - Nov 2009

  • Provided phone and email technical support for all Zecco Trading customers• Provided phone and on-site support for Zecco Trading employees• Trained and supported employees in the use of Microsoft Office & Outlook• Provided Quality Assurance testing and documented bugs using Bugzilla • Facilitated communication with third-party vendors for support and upgrades• Served as the primary source of communication between staff, management, developers, and engineers to ensure quick identification and repair of issues• Documented and resolved all internal and vendor-specific issues and outages• Produced reports for management and developers to ensure proper levels of service Show less



Educational Options Center - Riverside Unified School District

• Vocational Teacher - Computerized Office Careers

  • Jun 2004 - Dec 2004

  • Taught ~150 adult students to use Microsoft Word, Excel, PowerPoint, Access and skills needed for a career in a front office such as filing, copying, faxing, receptionist skills, and internet research• Taught ~75 adult students computerized graphic design on PowerMac G4 and iMac G4 computers.• Trained two employees to take over the PC computer support role for the campus and provided on-call assistance as needed• Installed, maintained, diagnosed, and repaired approximately 60 PCs and 50 Macintosh computers• Created, maintained, and repaired FileMaker Pro databases in for all 7 schools within Educational Alternatives and Services • Configured, and administrated a Windows 2000 Advanced Server with Active Directory and Group Policies servicing approximately 1500 users a year Show less

• Instructional Aide/Learning Lab Assistant - Electronics

  • Sep 1999 - Jun 2004

  •Tutored staff and high school students in Microsoft Office, Internet Explorer, and Macromedia Dreamweaver•Created, maintained, and repaired databases in FileMaker Pro for all 7 schools within Educational Alternatives and Services •Created an internal dynamic website to administer tests digitally to students using Active Server Pages using IIS and MySQL•Installed, maintained, diagnosed, and repaired all student and staff computers on campus, consisting of approximately 250 PC computers and 50 Macintosh computers •Worked directly with the RUSD Network and Information Services department to facilitate prompt hardware failure replacement •Installed, configured, and administered a Windows 2000 Advanced Server with Active Directory and Group Policies servicing ~1500 users a year •Installed, configured, and administered a Mac File Server servicing approximately 300 users a year•Provided technical support services both via telephone and in person•Trained staff members Show less

• Paid Tutor - Technology Resource Center

  • Apr 1998 - Sep 1999

  •Tutored high school students in a computer applications class consisting of Microsoft Word, Excel, PowerPoint, Access, Internet Explorer, and Macromedia Dreamweaver•Installed, maintained, diagnosed, and repaired both computer labs on campus and student classrooms, consisting of approximately 100 PC computers•Migrated the labs and classrooms from Macintosh computers to PC computers •Entered student data into a FileMaker Pro database•Entered and maintained student login information on a Macintosh server Show less

• Volunteer Tutor - Technology Resource Center

  • Nov 1997 - Mar 1998

  •Tutored high school students in a computer applications class consisting of ClarisWorks/AppleWorks Hyperstudio, and Internet Research •Cleaned and maintained a lab of approximately 30 Macintosh computers