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Technical Support Engineer Resume

PROFESSIONAL PROFILE:

  • Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
  • Knowledge of practical application of engineering and technology.
  • This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
  • Strong analytical skills, with natural, instinctive troubleshooting skills.
  • Knowledge of principles and processes for providing customer and technical services.
  • This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Analyzed technical information and evaluated results to choose the best solution and solve problems.
  • Communicated with supervisors, co - workers, and subordinates by telephone, in written form, e-mail, and in person to developed specific goals and technical plans to achieve organization goals.
  • Communicated with telecommunications vendors to obtain pricing and technical specifications for available hardware, software and services.
  • Single-handedly designed, developed and implemented a Centest 650 program, an integral part of the network-operating center
  • Developed, implemented and administered guidelines and recommendations on the switch and customer issues
  • Authored, documented and published numerous papers and bulletins on network operations procedures and customer support.

TECHNICAL SKILLS:

  • Nortel DMS-250 Maintenance
  • Alcatel 1640 DWDM
  • AOTMP Telecom
  • AOTMP Wireless Management
  • Nortel Opetra DX
  • Blackberry Enterprise Level I
  • Microsoft Certified Professional (MCP))
  • Siemens HiPath 4000 switch
  • Understanding Network Fundamentals
  • Lucent 5ESS-2000 Switch Overview
  • Interconnecting Cisco Networks Devices (ICND)
  • Centest 650 Test Device
  • Cisco VSC3000 Soft switch
  • Siemens HiPath ProCenter Administration

EMPLOYMENT EXPERIENCE:

Confidential, Suitland, MD

TECHNICAL SUPPORT ENGINEER

Responsibilities:

  • Transition from Telecom Engineer to IT Engineer and worked in the following areas
  • Active Directory, Desktop, Laptop, Printer, Application, and End User Support.
  • Multi-task and cross train in IT related functions.
  • Provided remote support for windows users and assisted end-users with office applications.
  • Acted as single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.
  • This included installing, maintaining, upgrading, configuring and Imaging desktops and laptops from Windows XP to Windows 7 operating system.
  • Provided support for virus removal, computer repair and software support for Microsoft Office applications.
  • Andrews Federal employee of the year.
  • Developed guide lines for end users with Microsoft Office.
  • Developed standard operation procedure for Virus removal.
  • Implemented testing plan for computer upgrades and imaging.

Confidential, Herndon, VA

SENIOR NETWORK ENGINEER

Responsibilities:

  • Senior Network Engineer for SONET and DWDM network.
  • Tested fiber optical systems with field engineers and supported customer’s circuits with Nortel and Alcatel equipment.
  • Expertly performs root cause analysis, identifying network trends and making recommendations to reduce network failures.
  • Test electronic circuits using basic test methods and worked with optical engineers to repair and evaluate problems.
  • Designed and developed comprehensive procedures for standard operations in the Network Operations Center.
  • Designed data center and implemented disaster recovery procedures.
  • Trained and mentored junior engineers.

Confidential, Reston, VA

TECHNICAL SUPPORT ENGINEER

Responsibilities:

  • IT Technical Support Engineer for VOIP devices and network .Installed and configured VOIP systems, diagnose hardware and software faults and solve technical application problems, both over the phone and in person. technical support to network management center and customers for the Soft Switch Architecture in the ILEC environment.
  • Performed lab work and configured Cisco MGX8250 gateway.
  • Performed numerous upgrades, enhancements and software patches on the Soft switch.
  • Authored test documentation for technical engineers.
  • Developed lab environment for testing of Soft Switch.
  • Created Standard Operation procedures for network management center.

Confidential, Washington, DC

MANAGER

Responsibilities:

  • Manager of network management center for Confidential network.
  • Provided hardware technical support, guidance and direction for all customers as required or requested from network management center.
  • Supported product service activities with technical assistance as needed. This included documentation, process and procedure development, web site updates, and onsite of network engineers.
  • Directed, oversaw and supervised the day-to-day management and maintenance of technical support for the Confidential CAP network.
  • Single-handedly provided 24-hour surveillance and technical support for the network and customer queries, concerns and issues.
  • Implemented test procedures for testing customer circuits.
  • Developed standard operation procedures.
  • Provided for internal groups.

Confidential, Herndon, VA

THIRD LEVEL SUPPORT ENGINEER / NETWORK OPERATION LEADER

Responsibilities:

  • Technical engineer for IT department.
  • Maintained all aspects of technical support and designed, developed, and implemented test plans with various vendors of Confidential Carriers.
  • Supported Engineers, Field Technicians and the Trouble Management Center on various Confidential Carriers (DLC) issues.
  • Mentored, trained and supported numerous technicians around the country on troubleshooting local and long distance circuits in a wireless environment.
  • Planned and implemented upgrades to the Centest 650 test devices.
  • Managed, maintained and repaired digital systems and associated equipment with various Inter-Exchange Carriers. n 5ESS-2000 switch and interrelated telecommunication equipment.
  • Developed and Implemented standard test procedures for technical engineers.
  • Confidential employee of the year .
  • Implemented central test devices across the United States.

Confidential, Washington, DC

SENIOR NETWORK SWITCH / SERVICE ENGINEER

Responsibilities:

  • Senior Switch technicians for long distance carrier.
  • Installed equipment and maintained a variety of equipment and devices associated with telephone switching.
  • Supported all aspects of telephone circuits from the following levels DSO, DS1, DS3 and ISDN troubles, as well as customer circuits.
  • Worked with CLEX companies to provide access to the Confidential network and resolved DMS-250, and SS7 problems with circuits from common carriers.
  • Designed, developed and implemented test procedures for local and long distance troubleshooting.
  • Developed standard operating procedures.
  • Confidential employee of the quarter.
  • Confidential Innovation .
  • Developed test procedures for testing network.
  • Trained and mentored junior technicians.

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