William Smith
Resume:
WILLIAM E. SMITH
Manchester, NH 03102-3639
*************@*******.***
603-***-**** http://www.linkedin.com/in/williamesmithnh 603-***-****
SUMMARY
Accomplished information technology professional with experience in Operations, Performance Data Management, Change Management and Technical Call Center support. Extensive experience in operations centers with mixed computing environments including Unix, Linux and Windows NT/2000/XP. Call Center support to thousands of customers, earning a solid reputation for productivity, complex problem resolution and professionalism. Excellent communication and diagnostic skills.
EXPERIENCE
Fidelity Investments, Merrimack, NH: 1996 - 2009
Senior Operating Systems Programmer/Tools Specialist (2007-2009):
Performance Tools and Data Management
Responsible for installation, configuration, management and support of all Enterprise performance agents including HP OpenView Performance Agent, TeamQuest Performance Agent. Daily administration responsibilities of InfoVista Client Portal. Vendor relations and management.
Managed decommissioning and upgrading of HP OpenView Performance Agent affected with “daylight savings bug” on over 2000 servers across multiple data centers.
Evaluation and proof of concept of Psytechnics' Experience Manager for real-time monitoring of VOIP call quality across all Fidelity sites.
Senior Quality Assurance Engineer (2006-2007):
Systems Characterization
Responsible for defining, implementing, and tracking process improvements to be put in place to resolve and prevent systems performance issues across the Enterprise. Provided comprehensive performance data analysis to construct an accurate assessment of the health of the systems under test. Assisted in troubleshooting performance problems, identifying root causes and bottlenecks.
Defined and championed the creation of performance test methodologies.
Assisted with design and implementation of the Systems Characterization Scorecard for senior management.
Principal Systems Service & Support Analyst (2000-2006):
Fidelity Support Center
Designed and implemented real-time synthetic transactional monitoring used by Fidelity's Internet Operations Center to determine availability of Fidelity.com and related applications. Authored operational support and technical documentation for Operations Center. Trained Operations Center staff on supporting new monitoring implementations and error tracking. Provided 24x7 support for all monitoring applications.
Lead resource on team for troubleshooting and problem solving on support issues.
Authored process improvement and procedures for handling new requests for monitoring.
Streamlined existing monitoring to reduce number of steps and number of requests through the firewall resulting in a 30% cost savings to group.
Senior Internet Operations Engineer (1999-2000):
Fidelity Support Center
Provided real-time incident management of production issues for all Fidelity web sites including event tracking, escalation and directing interaction between support technicians and developers during the troubleshooting process. Management of all web site traffic during crisis and in-depth manual regression testing of all products. Involved in weekly installations of environmental configuration changes, upgrades, and QA/test verification. Provided in-depth incident reporting to upper management.
Helped author incident and traffic management procedures which helped save millions of dollars in discounted commissions on stock and mutual fund trades due to system issues.
Promoted to Principal Systems Service & Support Analyst.
Senior Technical Support Representative (1998-1999):
Fidelity Electronic Channel Support
Provided second-level support for Fidelity’s electronic trading applications and OFX downloads via help desk. Handled customer escalations and customer cases requiring advanced troubleshooting. Responsible for the technical development of 10-12 first-level technical support representatives. Monitored representative phone calls to verify technical accuracy and quality assurance. Writing of monthly, quarterly and annual reviews.
Authored support training which employed “lateral thinking” and became a required training module for all technical support representatives.
First call resolution scores for technical support representatives went up by 15%.
Technical Support Representative (1996-1998):
Fidelity Electronic Channel Support
Provided inbound first-level support for Fidelity’s electronic trading applications OFX downloads while adhering to Fidelity’s highest standards for quality and call handling. Tested, authored and maintained the department knowledge base of solutions to known issues for applications. Provided periodic coverage of second-level support help desk and handling of customer escalations.
Productivity and call quality scores consistently exceeded department standards.
Became department resource and subject matter expert on FOX+ online trading software.
Promoted to Senior Technical Support Representative.
TECHNOLOGIES
Windows 9x Client/Server HP SiteScope HP OpenView
Windows NT 4.0/2000 HP OV Internet Services HP OV Performance Agent
Windows XP HP LoadRunner TeamQuest Performance Agent
UNIX HP Performance Center InfoVista Client Portal
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