Network Support Engineer Resume Plano, TX - Hire IT People

SUMMARY:

Analytical Technical Support representative adept at resolving complex network issues.
Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Level - headed and calm in stressful situation with developed people skills.
Experience in managing offshore teams and worked with them to resolved critical customer issues. Highly motivated, results oriented team player with excellent customer focus.

PROFESSIONAL EXPERIENCE:

Network Support Engineer

Confidential, Plano, TX

Responsibilities:

Provided real-time troubleshooting support on live customer networks of tier 1 mobility operators, including emergency escalations requiring technical resolutions with high quality and speed.
Maintained 99.999% uptime for production network sites.
Developing software program/application to decode Call Detail Records (CDRs), using the Python programming language. This is used to resolve a number of customers’ related CDR issues.
Developed scripting tool in Python that convert Operation Measurements (Oms) stored in xml to csv which make it easier to read in Microsoft Excel for analysis.
Worked with virtualization using Virtual Box and different Linux Software creating VMs
Knowledge in the following Diameter and Radius, SS7, Relational Databases.
Advise customer about or perform maintenance of software system.
Experience in understanding and interpreting technical standards (e.g. 3GPP, IETF, and ITU), to drive development and vendor interworking
Monitor functioning of equipment to ensure system operates in conformance with specifications.
Advance troubleshooting skills on IP, Unix or Linux. Can independently use network analyzers (Wireshark) and tools to troubleshoot difficult network problems
Store, retrieve, and manipulate data for analysis of system capabilities and requirements.
Implement new features such as Emergency 911 phase 2, Short Message Service Broadcast (Emergency alerts, Amber alerts) in customer Networks.

Technical Assistance Support Engineer

Confidential, Richardson, TX

Responsibilities:

Provide end-to-end technical support on the NORTEL WIRELESS CORE, and ACCESS Platforms for ALL of the North American Accounts (including Verizon and Sprint Networks.
Provide Subject Matter Engineering (SME) support of the OAM Platforms.
Worked on OAM Platform applications running on Solaris Operating System (OS), and utilizing MySQL, and Oracle Databases.
Participated in Mobile Telephone eXchange/Mobile Service Center software upgrades for all wireless switching systems for the American Accounts.
Create and or archive problem solutions within the PRIMUS knowledge database systems.
Provide on-site support and customer’s knowledge transfer and in-house training for new Engineers.
Resolve customer issues related IS41, IS826, and TIA/EIA-136 Standards.
Resolve customer issues related TCP/IP and UDP protocol products.
Provide customer issues related Common Channel Signal #7 protocol products.
Provide technical production support 7x24 via pager and cell phone call out.
Participate in the rectification (correction) of Translation and Routing issues on the Mobile Telephone eXchange (MTX)/Mobile Service Center (MSC) switches.
Provide on-site production support, on a number of occasions, when remote assistance was not enough.
Instigate ongoing software analysis of abnormality. Open CSR's (Customer Service Reports) on all software abnormalities providing the necessary data and information for trouble-shooting by the Escalation Team.
Coordinate software update activities and ensure switching office software is up to date (current).
Coordinate Customer Service Report (CSR) activities, weekly participate in CSR Priority List (CPL) conference calls, and manage and provide input to CSR priority list.

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Network Support Engineer Resume

Plano, TX

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