SUMMARY

• I have over 20 years of experience in technical support roles for network system assurance, performance, operations, administration and maintenance. I love working in IT.
• Learning new things and helping to solve problems. Current focus is Wireless LTE eRAN and ePC Confidential both for Network elements and element management systems.
• I have solid remote end to end network element and mobile back - haul troubleshooting skills. I am also experienced with, UNIX, Linux and IP/Ethernet troubleshooting and administration.
• In these roles, I also performed as a Major Incident Recovery Engineer and Manager for Confidential -Lucent/ Confidential CORE/RAN customers in North America and across the globe.
• I am also highly experienced Confidential the technical aspects of 4G/5G LTE eNB/gNB new site builds (NSBs) and carrier adds for 4G LTE (both Macro and CRAN/small cell/micro, including radios for Public safety Confidential & Confidential FirstNet LTE Band 17) from RFDS, SRN1, build, integration, RF engineering/optimization and commercial launch. In this role I provided first level technical support to remote Field Engineers and tower crews as we upgraded the network components of live radio systems. Familiar with Confidential & Confidential - LTE, NSB and OEM equipment and integration. User of RFDS, Site Surveys, SRN1, CQ/CIQ’s, drawings, photos and Confidential & Confidential drivers for NSB’s and Carrier Adds.. Analyzed statistical (hourly, daily, weekly) KPI’s after launch to ensure sites were performing properly before/after new carrier launches. Examined drive test reports to determine issues with poor RF coverage / performance.
• Faculty Adjunct Instructor - Computer Information Systems: Including: Microsoft Office, Computer Hardware/Software concepts and Computer Networking/Telecommunications Confidential College of DuPage in Glen Ellyn. Also sought after Technical Trainer/Mentor throughout my Career Confidential .
• LTE RAN expert - CPRI fronthaul fiber, Radio HW/SW issues, RF/Antenna issues, Ethernet mobile back-haul (EBH), and BTS HW/SW issues - both Confidential the CRAN hub (micro), remote pole sites as well as remote Macro BTS/Radio locations. Alarm verification, log collection/analysis, call tracing, remote resolution, cell site access assistance. Vendor contact for installations and upgrades.
• Expert Confidential diagnosing and resolving issues such as diversity imbalance, RET antenna down-tilt settings, carrier aggregation, MIMO and azimuth verifications.
• EPC - CORE expert - end to end transmission connectivity/performance issues for 3G WCDMA (NodeB/RNC) / 4G LTE EPC mobile back-haul (MME/SGW), eNodeBs and VolTE/SIP issues.
• INCIDENT MANAGER: Recovery engineer for recovering and obtaining root cause analysis for sector/carrier, RNC MGW/PGW and MSC/VoLTE outages. Communicating with executives with outage status/progress updates.
• TECHNICAL TRAINER: for RF Optimization teams in use of NetAct Configuration Manager, BTS Site Manager, Working Set Manager, Monitor, Performance Manager and WEB Element manager (5G). Used these tools to track network data trending, monitor KPI’s and system alarms on regional data network elements. Provided best practice guidelines for troubleshooting techniques and tools used for fault isolation and recovery as well as performance monitoring.
• My previous roles include: Front End Systems Engineer, Outage Recovery Engineer and Manager, Customer Technical Support Engineer, Consultant, Software Engineer, Systems Analyst, Architect, Designer, Programmer, Software Developer, Integrator, Tester.
• I’m familiar with wireless standards: 3GPP, CPRI, 3G/4G - CDMA/WCDMA-UMTS, LTE, Small Cells, Macro/Micro cell, RAN, IMS, Radio Frequency, Telecommunications, FCAPS (OA&M) and call flows.
• I have provided onsite support for a 10-15 user Microsoft client/server office with all aspects of OS, Office Applications, and phone systems. I helped transition that office from DOS/Lotus based applications to a Microsoft Windows based environment.
• I provided an automated DOS/Database export to csv. I then provided custom Microsoft Access database applications to manipulate that data.

TECHNICAL SKILLS

• Microsoft Office - PowerPoint, Word, Excel, Access, Outlook, Visio. Wireshark sniffer for data packet analysis of end to end call flows, Confidential NPO KPI tools/analysis/optimizers, BSS/OSS Systems, BugZilla, CARES, ClearCase/DCT, NCT.
• IP, TCP/IP, OSI, ATM, SS7, VoIP, VoLTE, Layer1-Layer7, LAN, WAN, Broadband, SNMP, SS7, HLR/VLR.
• C, ESQL/C, Confidential -SQL, Informix RDBMS, Shell, DBMS.
• Rational ClearCase, ClearQuest (bug tracking) - like JIRA.
• DOORS.
• Years of Waterfall - training in Agile/Scrum.
• VMware, Visual Paradigm, Java, Outage management/resolution.
• CARES, NCT, RITC, NPO-EC, GSD, Confidential & Confidential Technical Program Management, CBAP, SharePoint, Confidential -SQL.

PROFESSIONAL EXPERIENCE

Confidential, Naperville IL

Hands on Technical Support Engineer and Project Manager

Skills: (Office Suite, NetAct Application Suite, AirScale FSM4, BTS Site Manager, NCT, CARES, 5620 SAM, 9412 LTE 9412 eNB, RAMSES, Reality RSP, KPI’s, Alarm manager, Citrix, NESA, CRAN, OLCS, NOLS, Confidential & Confidential AOTS, Confidential NCT CRM, RITC and OSC tools).

Responsibilities:

• Was the Team lead Technical Support Engineer / PM for Confidential & Confidential NY CRAN small cell C&E site build through commercial launch - led a group of engineers in a collaborative environment.
• Ensured a disciplined project management approach was taken for network modifications, growth, testing and preventative maintenance activities. Provided smooth interactions with a diverse teams in global locations. Owned issues through resolution and customer signoff.
• Designed and implemented strategies and procedures for hot swapping out over 500 commercial CRAN HUB hosted fALU micro Radios with Confidential micro Radios Confidential geographically diverse pole locations throughout NY city.
• Designed MOP (Method of Procedure) for hot swapping remote BBU ( Confidential Macro Cell tower) with HUB BBU and SIAD routers with extended CPRI serving same Macro Radios. Designed/Authored various other MOPs and/or provided document updates as needed.
• Developed customer relationships and demonstrated technical expertise that helped Confidential gain exclusive CRAN (small cell) build contract in NY Market for over 2,000 CRAN pole sites and over 6,000 carriers.
• Provided primary technical support to Confidential & Confidential for managing CPRI fiber delay, MIMO configuration, Performance tuning and general troubleshooting of small cell issues and installing/configuring equipment for 5G rollout.
• Provided remote Technical Project Support for Confidential Markets for 9412 eNodeB, AirScale FSM4 migrations.
• Performed technical analysis, support, recovery and escalations for issues related to New Site Builds, Carrier Adds, Sector Adds - from RFDS, SRN1, Integration, RF Optimization through commercial launch.
• Provided Technical project management and oversight for commercial carrier launches .
• Garnered strong knowledge of Confidential NetAct EMM, Airscale Platform BBU’s and RRH/RFM’s - B2, B17 B25, B29 B30, B66, LAA as well as Compact Micro RRH’s and their logical cells and remote electrical tilt (RET) configurations/validations.
• Trained other Confidential RF engineers as well as Confidential & Confidential customer engineers on Confidential Wireless products - specifically NetAct. Designed and presented training operational videos for NetAct FCAPS functions.
• Provided CPRI/SFP/RF diagnosis, evaluation and recommendations for recovery and or improvement.
• Performed Troubleshooting of RRH/RF diagnostics - Diversity Imbalance, RSSI, RTWP, VSWR and forward power issues with customer, Confidential GDC, Confidential & Confidential MNPC, NPO-EC and managed civil vendors.
• Used Confidential NPO-EC, OSC, and RITC tools for scheduling and tracking.
• Used Confidential NCT Customer CARE (CRM tool) for reporting, tracking and resolving customer care issues.
• Built relationships with L2-L4 engineers, Market PM’s, RITC, NPO-EC, Methods and Procedures teams.
• Built relationships with Confidential & Confidential Market PM’s, NOCs, and Technical support teams.
• Provided onboarding/mentoring/training for new Technical Program Managers.
• Participated in multiple daily customer carrier add - status/update bridges.
• Was a key performer on a team that delivered 900 Macro cell Carrier Additions, over 1000 small cells (Micro cell) with multiple carriers, PCS, AWS, LAA adds and numerous New Site builds - exceeding customer expectations.

Customer Technical Support and Major Incident Manager

Responsibilities:

Skills: (Microsoft Office (Word, Outlook, Excel, PowerPoint, Wireshark, NPO - Network Performance Optimizer, ClearCase, C, Shell, SQL)

Responsibilities:

• Excelled as a Development Field Support Engineer: Tier III diagnostic Support for ALU CORE product 9380 3G MSC (mNGN), experience in VoIP, VoLTE, CSFB, SS7, User/Control Plane, Translations/database, IMS, tracing/debugging tools - i.e. Wireshark, tcpdump. Respond, Restore, and Resolve metrics always kept within 99% of target SLA. Provided troubleshooting for SGW, PGW and SIAD Routers. Also implemented release upgrades and changes.
• Provided input to MOP technical reviews as well as co-authoring numerous network change MOP’s.
• Was Lead Global Outage Recovery Engineer and Major Incident Manager for all Confidential -Lucent 2G/3G CORE and RAN WCDMA product lines, as well as 4G LTE RAN/CORE - focused on respond, restore, and root cause analysis.
• Provided support 24x7x365 across the globe, multiple customers and products - from Naperville IL location.
• In my role I was the central point of communication for swift outage cause identification and recovery for multiple products managing global recovery teams in high pressure environment. I’m expert in root-cause analysis (RCA). My efforts developing best practices saved company over 15 million dollars in yearly penalties by both preventing and/or recovering outages (service interruptions) within negotiated service level agreements (SLA).
• Responsible for keeping upper level management, sales teams and customer advocates informed of incident service restoration progress, root cause analysis results, as well as procedural and/or product changes required to eliminate re-occurrence.
• Used NPO (Network Performance Optimizer) and Confidential Proactive Network Monitoring PNM (f.k.a. - Reality Service tool) for data mining and data analysis of network engineering data points for improvements to accessibility, retainability, mobility and reporting on SLA determinations.
• Managed incident restoral and provided root cause analysis follow-up - including procedural, hardware and/or software changes, and tools as needed that improved product, processes and systems to prevent recurring problems/outages in the future. Reduced outage frequency by 50% over a two-year period.
• Saved company millions of dollars by implementing outage prevention software and improved procedures.
• Outage engineer role was to assure optimum network availability, performance and reliability.
• Managed multiple support teams throughout the Incident lifecycle to ensure timely Time to Repair and SLA requirements were achieved

Customer Technical Support

Skills: (Microsoft Office (Word, Outlook, Excel, PowerPoint, Wireshark, NPO, ClearCase, C, Shell, SQL)

Responsibilities:

• Provided 24x7x365 Tier II support for LTE eRAN and EPC. - ALU 9412 eNodeB, Confidential AirScale FSM4, MME and Network Management Servers and Systems, enabling customer satisfaction survey response scores consistently above 98%.
• Provided 24x7x365 on-call Tier 2 UMTS/WCDMA support for ALU RNC, 9353 EMS and 9950 eNB, SGSN, GGSN.
• Provided quick resolution of customer tickets kept customer satisfaction metric within the SLA targets.
• Consistently managed internal teams of diverse remote ALU and customer engineers and managers on bridges in the real-time, high pressure, recovery of customer outages 24x7.
• Worked with Network Monitoring team to resolve issues uncovered via proactive monitoring.
• Responsible for solving many complicated problems escalated through custome/external ( Confidential & Confidential ) Advanced Technical Support (ATS) teams.
• Developed excellent day to day working relationships with customers, peer engineering and management teams.
• Notable excellent customer interface demeanor, communication and troubleshooting skills - able to handle pressure well. In-depth knowledge of all elements of 2G/3G/4G networks, as well as ATM / IP network interconnectivity and protocol analysis tools.
• Expert Confidential communicating with internal/external customer engineers through VP level management when high pressure technical issues are Confidential hand. Work with LTE development and system engineering to ensure fixes and new product issues are delivered to the customer.

Systems Business Analyst / Systems Engineer

Skills: (Microsoft Office (Word, Outlook, Excel, PowerPoint, DOORS, Rational, Visio, Waterfall SDLC)

Responsibilities:

• Was lead Systems Engineer/Architect for specifying requirements and procedures for converting deployed CDMA, eVDO EPC Switch/NodeB/BTS mobile back-haul connectivity from T1 to Ethernet.
• .Was lead Systems Engineer/Analyst - Product Owner for IP Multimedia Subsystems (IMS) End to End OA&M requirements eliciting and specifying for Business Support Systems (BSS) and Operations Support Systems (OSS).
• Focused on Fault, Configuration, Accounting, Performance and Security functionality, OPEX and CAPEX reduction - all that met industry standards and reference models.
• Expert Confidential deriving customer business requirements and specifying them into actionable, standards based technical requirements
• Enabled Confidential -Lucent to become the first to market North American provider of IMS solution to a NA Tier 1 customer - Verizon Wireless. IMS enables applications such as VoLTE (Voice over LTE).
• Performed as Team leader / Product owner for gathering and specifying operational requirements for Lucent Wireless Packet Data UMTS/WCDMA products (SGSN/GGSN), including Graphical User Interfaces and operations, administration and management features. Part of a team that generated over 50 million in revenue deploying these products in North American markets.
• Delivered on-time, high quality requirements for multiple simultaneous product offerings, including Confidential /ALU OMP, EPC.
• Led requirements team and coordinated the move from local development teams to offshore engineers. Mentored other peer engineers in technology and end to end requirements generation.
• Developed well-received products and technology solutions - resulting in multi-million-dollar contracts for products and support services with global customers.
• Was the Business Analyst for Confidential -Lucent network management servers and systems. Also provided pre-sales engineering support for Wireless EMS products.
• Developed Unix Kernel OSI protocol stack class 4 transport module (C language). Also developed UNIX/C application layer network to printer interface.