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Technical Support Engineer Resume

SUMMARY

  • 2+ years experience in requirement gathering, business process analysis, ERP application(R/3 systems SAP 6.0) system testing, support, integration and documentation
  • 1.5 years experience in Telecommunication services industry including extensive support, network maintenance, root cause analysis, system test, monitoring, upgrade and troubleshooting activities for GSM, UMTS, CDMA and LTE Networks
  • More than 5 years experience in developing and maintaining informative content for Enterprise resource planning, educational research, telecommunication services and engineering environments
  • Proficiency in MS Office Applications including Excel, Power Point, MS Access and Visio
  • Extensive knowledge of Oracle, SQL databases and SDLC Strong technical, conceptual and analytical skills with proven ability to perform well in a team
  • Conducted meetings, leading conference calls, created presentations and worked one on one basis with technical and management teams
  • Ability to identify root causes and derive corrective actions to meet business requirements using resourceful approaches
  • Proficient in prioritizing and completing tasks in a timely manner, yet flexible to multitask when necessary. Learn and apply new technologies quickly

TECHNICAL SKILLS

Languages: C & Data structures, Assembly, HTML, C++, Core Java

Database/DW Tools: Oracle 11i, SQL, Informatica 8.6, mysql

Operating Systems: LINUX, UNIX, Windows XP, Windows Vista

Data Modeling: UML, Microsoft Visio, Microsoft Access

Protocols: TCP/IP, SNMP, UDP, BGP, OSPF, RIP, VOIP, SIP

ERP: SAP R/3 4.7 ECC 6.0 - FI, MM, CO, SD

Project Management: Microsoft Office Suite, Microsoft Project

Development Tools: Sharepoint Designer 2003/2007, Visual Studio 2008/2003

PROFESSIONAL EXPERIENCE

Technical Support Engineer

Confidential

Responsibilities:

  • Provide intimate knowledge of customer's network configurations combined with significant product expertise to quickly resolve issues on a timely basis
  • Perform troubleshooting, validation, verification, configuration, installation, testing, root cause analysis, and generate trouble reports
  • Interface with external and internal customers, handle CSRs and fulfill the CSR lead time performance target
  • Present clear and accurate documentation on all activities and interactions between Confidential and the customer
  • Gained good knowledge on EPC/LTE networks and hands-on experience handling the nodes
  • Provide technical support for break-fix activities, proactive network health work, maintenance activities, support and upgrade activities on various network elements including MSC-VSE, Media Gateways, ERS8600 routers, Core Billing Manager, MME, SGSN
  • Open, track, update and manage SMS tickets, communicate and escalate as needed
  • Provide OJT and cross training as needed to other technical teams

Tools: Support Engineer

Confidential

Responsibilities:

  • Developed and implemented Method of Procedures (MOPs) and process improvements procedures to increase network availability and reduce mean-time-to-fix (MTTF)
  • Analyze data including network alarms and failure messages from network elements
  • Resolving critical customer issues through collaboration with Design, Product, Integration and Network Engineering teams
  • Perform troubleshooting, validation, verification, configuration, fault analysis and generate trouble reports
  • Review KPIs, perform root cause analysis, and implement corrective actions as needed
  • Participate/coordinate in project meetings, conference calls, troubleshooting events
  • Develop and support Confidential 's CSCANs project, involve in technical documentation including black box and white box descriptions, technical scope document and system informational model
  • Identify needs of both internal and external customers and meet expectations in a resource efficient way
  • Build/customized team website with calendar activities, customized lists, statistical graphs, documents using Sharepoint
  • Created reports, presentations, technical documentations, correspondence and memorandums using Microsoft Word, Excel, Powerpoint, Office Publisher, Access, Sharepoint

Teaching/Department Assistant

Confidential

Responsibilities:

  • Responsibilities included online course development (WebCT-Blackboard Learning System), website maintenance, MS access reporting
  • Highly involved in developing course content, training new staff, evaluating undergraduate and graduate classes including Entrepreneurship, Entrepreneurial Strategies, Enterprise Resource Planning (SAP)
  • Worked as a lead in a team to manage and coordinate Entrepreneurial development series, Innovation camps, business idea competitions and technical group sessions
  • Involved in extensive research, web site design and development, data analysis, reporting and presentations
  • Created reports, presentations, technical documentations, correspondence and memorandums using Microsoft Word, Excel, Powerpoint, Office Publisher, Access, Sharepoint

ERP Business Analyst

Confidential

Responsibilities:

  • Business process study, system scope and analysis to design solutions (As-Is and To-Be Analysis) through ERP
  • Planning coordinating the SAP R/3 system software
  • Interacted with client business users for requirement gathering, analysis of existing business processes, converting business requirements into functional specifications and prepared functional design document
  • Identifying options for potential solutions and assessing them for both technical and business suitability
  • Prepared pre and post implementation scenario spreadsheets, Planned, scheduled and executed the test conditions from the functional specification
  • Functional Testing for validating the document flows and data replication
  • Collaborated with team and across other functional and technical teams and SMEs of the project to implement integration points, develop reports and prioritize and resolve issues on a timely basis
  • Responsible for preparing the end user documentation, knowledge transition and user training manuals
  • Customer, vendor master data creation and maintenance

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