Support Engineer Resume Profile

Summary of Qualifications

Bachelor of Science in Information Technology
ATSP Internet Working Certified
CompTIA Network Certified
CompTIA A Certified
Tenacious, self-motivated Telecom Professional who exceeds expectations by quickly grasping new concepts and continually strives to become a dependable resource in the work environment. Delivers unsurpassable troubleshooting skills matched with superior customer service to produce satisfied internal and external customers. Solid background that exemplifies employee loyalty with additional assets that include:
Extensive experience with vendor management.
Ability to effectively discuss technical issues with both engineers and end users.
Ability to maximize productivity by prioritizing

Professional Experience

Confidential

Network Controller

Responsible for customer and provider interactions ensuring all technical issues are well documented.
Working as liaison between customers, providers, and iBasis' internal teams to resolve low to critical level network events.
Troubleshooting TDM network elements such as E1/T1, DACS, DS1 and DS3 and addressing H323, SIP, SIP-I, SS7 ISUP MAP signaling issues.
Providing network engineering support on issues with Mobile solutions like GRX, SMS Hubbing, Global Mobile Signaling, Roaming.
Working with monitoring and reporting solutions: Tekelec PIC, NetScout Sniffer, EMC SMARTS, Cacti, Tableau, and Business Objects.

Confidential

Support Engineer

Responded and managed to completion support requests from Thinking Phone Networks customers. Troubleshooting often involved network, systems, applications, and end-user interaction.
Setup new customer configurations in the Thinking Phones UC platform, and configured
customer-side network devices for SMBs.
R D on platform to include new hosted PBX features.
Participated in special projects such as application rollouts and the racking of a data center.
Developed customer management modules and provided in depth training on the Thinking Phone Networks' platform.
Utilized Nagios and SmokePing to monitor packet loss and latency and minimize call degradation.

Confidential

Network Operations Center Analyst Tier

Monitored multiple network nodes utilizing SolarWinds Orion, taking proactive measures to correct any potential threats to system uptime focusing on latency and packet loss.
Validated system alerts and performed troubleshooting procedures, using discretion to decide which errors should be escalated to an underlying carrier or the Network Engineering team.
Uploaded configurations to Adtran Netvanta 3200 series routers and upgrade firmware.
Documented provisioning of devices in MySQL maintaining inventories and warrantee information.
Generated network diagrams in Microsoft Visio for existing and proposed infrastructure.
Maintained ticketing system to include time line of events and reason for outages.
Compiled various reports, for management, Vice President, and CEO, regarding number of open and closed tickets, high volume traffic, and customer complaints.