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Application Support Engineer Resume

Annapolis, MD

SUMMARY:

Results - driven and well-organized Technical Professional known for resourcefulness and creativity. Versatile customer service oriented team player with the ability to manage multi-line telephone systems; interacts with all levels of professionals. Expertise in software and hardware testing and set-up of mobile devises.

COMPETENCIES INCLUDE:

  • Testing & Evaluation New Hardware/Software Startup
  • Customer Support Troubleshooting
  • Physical Security & Theft Prevention Wireless Network Support

PROFESSIONAL EXPERIENCE:

Confidential, Annapolis, MD

Application Support Engineer

Responsibilities:

  • Respond to support requests from clients, internal customers and vendors, via phone, email and chat.
  • Identify issues and rapidly assess severity level of support requests dealing with medical transcription services.
  • Triage technical issues, performing defined diagnostic functions.
  • Quickly resolve software problems through troubleshooting, working with the client and escalating to Senior Technical Support Engineers, Testing, Product Management and Development when appropriate.
  • Ensure Customer Service Levels are achieved.
  • Maintain status of issues in incident tracking system and perform appropriate follow - up on escalated issues.
  • Participate in new product rollouts, testing, documentation and operational improvement projects.
  • Convey customer, internal users and other feedback to appropriate functions such as Current Engineering, Product Development and Testing.

Customer Account Executive

Confidential, Largo, MD

Responsibilities:

  • Receive high volume of calls in a 24/7 (NOC) Technical Support environment which include subscribers to cable, high - speed internet, and digital voice.
  • Resolve complex data problems that involve local network issues, email issues, modem issues, cable box issues, wireless router issues, and other company owned equipment/and or software configurations.
  • Work with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.
  • Perform ticket escalations as needed for repair of cable, high-speed internet, and digital voice issues which are assigned to technicians using Remedy ticket system.
  • Handle all billing inquiries including accepting payments for current and past due bills on customer accounts.
  • Perform initial installation set up for new cable, internet, and digital voice service for customers.
  • Perform changes of service (upgrades/downgrades) on existing customer accounts for cable, high-speed internet, and digital voice.
  • Inform customers of new products and changes in service as needed.
  • Meet and exceed required sales goals for new and existing customers.
  • Provide all pertinent information to customers and document it using the appropriate call-tracking system to ensure first contact resolution.

Security Officer

Confidential, MD

Responsibilities:

  • Monitor 900 video surveillance cameras to maintain safety and security
  • Train new agents on required duties via written, verbal or role play.
  • Skilled in identifying and resolving safety and security issues
  • Prepare detailed reports on hotel safety and security.
  • Dispatch EMS, fire, and police personnel to hotel locations.
  • First Responder in medical emergencies and hotel evacuations

Wireless Field Engineer

Confidential, Frederick, MD

Responsibilities:

  • Performed audio and data quality testing on handsets for carriers.
  • Performed 2G/3G lab speech and mobile data testing to determine quality of handsets.
  • Performed hardware/software set and upgrades of mobile devices
  • Conduced troubleshooting on wiring, handset adapters and handset devices.
  • Performed post processing of test data and provided written reports to customers
  • Provided testing and quality improvement recommendations to customers

Test and Commissioning Engineer

Confidential, Ashburn, VA

Responsibilities:

  • Tested and commissioned equipment and software associated with the Geometrix E911 location system.
  • Approved cell site data provided by Site Survey and Installation teams.
  • Analyzed Radio Frequency data and provided solutions for test failures.
  • Determined drive test routes for E - 911 accuracy testing
  • Performed accuracy testing to confirm FCC E-911 Phase II compliance.
  • Used GSM network data to confirm proper routing of GSM E-911 test calls.
  • Performed all router, T1, and WLS (Wireless Location Sensor) troubleshooting.

Associate Network Consultant

Confidential, Irving, TX

Responsibilities:

  • Managed Scoreboard drive - testing and operations for 10-15 drive-test teams.
  • Provided oversight of data collection for IS136 technology
  • Prepared daily drive maps; organized team meetings and reviewed previous day s drive-test
  • Performed equipment maintenance and testing for all drive-test teams.
  • Performed all troubleshooting concerning routers and T1s for customer cell sites and for field test teams in a 24x7 NOC environment.
  • Used remedy ticket to track progress of troubleshooting process from beginning to end.

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