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Interactive Service Engineer Resume

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New York New, YorK

PROFESSIONAL SUMMARY:

  • Over 10 years’ experience in the Engineering/ Information Technology field.
  • Extensive knowledge in Cisco SRM/DNCS platform; Advanced DOCSIS Gateway Protocol; ISA implementation platforms
  • Excellent written, interpersonal and communication skills
  • Detailed - focused, result-oriented professional capable of managing technical projects from concept to

TECHNICAL SKILLS:

Software: Microsoft Office 97/2000/XP/ 2003/2007/2010 Word, PowerPoint, Excel, Access, and Publisher

Hardware: Sun Systems (Oracle), Pentium-based processors, Harmonics NSG edge devices, Cisco Netcrypts edge devices, TED and DNCS servers, Arris D5 edge devices, Bigband SBSS and edge devices, Compaq, HP, Dell, IBM, and clone servers, desktops, and laptops

Protocol: TCP/IP, IPv4, OCAP, DOCSIS, ADSG

Operating Systems: Unix (Solaris 10), Linux (Redhat), Ubuntu, Windows XP, 7

PROFESSIONAL EXPERIENCE:

Confidential, New York, New York

Interactive Service Engineer

Responsibilities:

  • Administrator of Cisco-Scientific Atlanta DBDS (Digital Broadband Delivery System)
  • Troubleshoot and maintain all issues as they are related to the Cisco DBDS (Digital Broadband Delivery System).
  • Support the installation and configuration of various cable boxes operating systems such as Mystro’s MDN (TWC resident application server).
  • Analyze service impacting problems for over 3 million subscribers and recommend the best solution or corrective action.
  • Support the installation and configuration of third party applications.
  • Provide technical knowledge and support to internal teams about set top client and ISA implementation issues.
  • Provide technical departmental customer support in a positive, courteous and professional manner.
  • Collaboratively worked with MystroTV development team and ATG to identify and isolate any system fault.
  • Perform channel lineup maintenance, routine system operations, and diagnostic test to identify/isolate any system faults. Define and maintain Video on Demand (VOD) schedules as well as Special Event programming schedules.
  • Document system problems, escalate and take appropriate actions according to departmental procedures.
  • Extended and flexible work schedule is a requirement of the job.
  • On-Call on rotating basis during weekend and holidays.
  • Support provisioning issues with Digital Phone and HSD products.
  • The Hub realignment Project - Moving over 400 linear channels from a Cisco video QAMS to Harmonics third party video QAMS
  • The Launch networking protocol Advance DOCSIS Set-top Gateway - Upgraded the DOCSIS gateway protocol across 6 Time Warner Sites affecting over 1.5 million ADSG capable set-top boxes.
  • Launched Switched Digital Video - Launched the Switched Digital Video platform in all Time Warner NYC markets. This project not only freed up bandwidth usage within the Time Warner NYC plant but it also enhances customer viewership by adding more channels.
  • Launch new customer interactive and enhancement products across the Time Warner NYC foot print such as -: StartOver, Lookback, Enhancement TV Menus, Perlude(Advanced Search Option)
  • Perform system administration/support on multiple UNIX servers in multi-vendor environment.
  • Handle complex issues and product problems regarding digital cable, VOD services and digital phone technologies. Monitor ongoing operations and performance to identify problems.
  • Keep the superiors informed of progress on daily operation and problem resolution.
  • Use and invoke system diagnostic aids and tools to troubleshoot issues.
  • Perform backup and restore on UNIX and Linux server environment.
  • Troubleshoot issues forwarded from Network Operation Center.
  • Deal with different vendors (Scientific Atlanta, CSG, Tandberg, C-COR etc.) to resolve digital issues.

Confidential, New York, New York

Desktop and Network Technician

Responsibilities:

  • Assemble, install, and troubleshoot hardware and software;
  • Build, repair and upgrade Pentium based computers;
  • Install, modify and repair microcomputer, servers, peripheral devices and user applications;
  • Provide technical assistance to users
  • Load software packages, such as operating systems, word processing and spreadsheet programs into computer
  • Instruct user in use of equipment, software and manuals
  • Perform troubleshooting techniques in order to correct problems based on knowledge of system operations
  • Replace defective or inadequate software packages.
  • Assist the senior Computer Instructor with the maintenance and up keep of the computer lab
  • Assist with the delivery of various program components related to computer programs used by the program
  • Delivery and implementation of program activities; assist participants with the development of career projects
  • Train participant in the use of basic software programs, research various al and options.

Confidential, New York

Computer Support Specialist

Responsibilities:

  • Troubleshoot and resolved problems with printer, workstations, remote access logins and network
  • Used diagnostic software to detect errors
  • Research and download various computer software as needed to implement computer system, conducted comparative analysis of new software and hardware
  • Analyzed, reviewed, and setup program to increase operating system efficiency
  • Installed and troubleshoot network problems
  • Implemented and configured TCP/IP using DHCP\WINS and Subnet Mask addresses
  • Installed, maintained, and troubleshoot NT 4.0/2000 servers in a (100 nodes) environment with Windows 9x/NT 4.0/2000.

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