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Sr. Product Systems Engineer Resume

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SUMMARY:

  • Over 20 years of diversified Information Technology experience in strategic planning & troubleshooting.
  • Multiple years of Network LAN / WAN, application and system technical support, and system design.
  • Several years of Voice Operations VOIP, CTI call recording software / hardware platform expertise.
  • Over 5 years of hands - on experience in Project Management and Business Liaison support for business.
  • Experience troubleshooting Window server related issues and telephony, web and SQL servers.
  • Strong knowledge of infrastructure and business applications, software integration, hardware sizing.
  • Adept at analytical and problem solving; including system performance, implementations an upgrades.
  • Highly motivated, achieves high performance and consistent quality work within time lines.

TECHNICAL SKILLS:

Software: Windows 2003, 2008 server, MCP, 95, 98, NT 4.0, XP, Power Point, WORD, EXCEL, Vista, Active Directory, Access, SQL 2000, SQL Studio 2005, SQL Server, SQL Enterprise Manager, Oracle, CRM, Clarity, Remedy, DHCP, TPX, TCP/IP, Genesys 8.1, CTI, 6.5, MQ, Tivoli TSM, HP suite, VTAM, Enterprise Change Management/CHARM, VRU, IVR, MS security patches, TSO, ISPF, DMS, JCL, PeopleSoft, SCCM, Concur, Ezpay, MS Project, Aspect, SDLC, INOVA Lightlink, McAfee, FTP, VPN, RAS, Query Analyzer, Citrix, Unix Solaris 10, Biz Exchange, Dameware, PC Anywhere, Autonomy API, IDOL, ICE, TSAPI, Etalk Recorder v3.5, v4.1, v4.2, Etalk Advisor v3.6, v3.8, Etalk Superview, Agentview, Qfiniti v3, Expert Advisor, MS Outlook 2003, Lotus Notes, tpx, ASIM, Novell, Netware, Netview, ISDN, Clientview, EUDORA, VHT, NDM, ACD, Config server, DB server, SQL license, T-server, Internet Explorer, IIS, VoIP, Protrack, Crystal Reports, MPLS, Remote Desktop, domains, SAN, NAS, nodes, WAN, MS Office Suite, LDAP, DSView, SMS, Netcool, Autonomy/ Qfiniti Desktop, Nortel CS 1000 Telephony Manager, LiveOPS, SIP, SharePoint, Visio, softphone, call routing, trunk lines, call paths, huntgroups, call groups, AvayaOne X, AES, CMS, Powershell, Verint v11.1 v15.1,v10, KANA, OBIEE, WMS, Weblogic console, Business Objects, Lync 2013 Enterprise Voice, MS Exchange Management, ODS, MS Exchange Management Shell, Java, Adhoc report, Gateway Media, T1, DS1, DS3, Codec, G729,G711.

Hardware: Switches Symposium, PBX Nortel/Meridian link, Avaya, Rockwell, Siemens, PC; Dell, MAC, Compaq ML 5380, IBM 3290, PCI slots, Routers, Cisco, Hub, PC, Intel Dialogic 5.1.1, SP1, Ethernet, NIC cards, TDM / IP ports, G430, G650, dialogic voice board, digital & analog ports, VPS, HP PCs, Servers Websphere, ML370, HP Proliant ML350, HP Proliant ML570; Compaq, Fujitsu, Seagate Hard drives. Mainframes IBM AS/400, ESA3090, AS400, ES9000, 3081, 3084, 4083, Amdahl, Cray XMP/YMP, VAX; Printers; HP Laser, IBM 3800, VPS. HP Blade, VM ware; Polycom CMX 600, 650,CMX335, PRI,POTS.

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Product Systems Engineer

Responsibilities:

  • Provide technical support analyzing and problem-solving telephony applications and servers issues. Managed an troubleshoot Verint I360 v11 call recording issues, configure users an extensions into Genesys Admin, configuration manager, interface with Avaya AES, SIP, Avaya OneX softphones. Oversea and PBX moves, migrations, and implementations. Experiene with Enterprise Converged Technology Solutions including; Telephony servers, ACME SBC, application functionality, PBX switches, extensions, software, delivery, migration and all associated tasks within the scope of the Project.
  • Builds a strong ongoing relationship with assigned Business Unit, Technology cross functional Experts, and business unit leaders to drive both internal and external program execution functions
  • Identify and manage the ongoing refinement of the solution, to include driving
  • Escalate as needed and collaborate with other cross functional teams to drive resolution in support of the customer requirements.
  • Prepare and run recurring operational performance reviews with the customer and supports improvement plans.
  • Proactively develops, process of improvements, and communicates operational process changes or challenges to Call Center Customers and internal management.

Confidential

Sr. Product Support Engineer

Responsibilities:

  • Troubleshoot telephony VOIP software and hardware, performed updates, database restores, installs on PCs / servers. Supported WFO suite, VOIP, Weblogic, WFM, scorecards, dashboards, KPIs, VOIP, OBIEE.
  • Analyzed, problem solve, planned day to day strategies for network and production support issues.
  • Provided CTI technical support for external customers for breakfix issues.
  • Supported window servers, VMware, built VM lab, telephony switches, middleware, web and SQL servers.
  • Provided system enhancements, implementations and new releases, configuration, FTP of files and databases, built virtual servers, reduplicate issue in test lab, RDP, VPN, webex on customer’s network.
  • Met critical deadlines, SLAs, document and achieve consistent quality work within time lines.
  • Provided product performance validation (UAT) rapid resolution of critical issues.
  • Ensured products were performing as expected and good customer relationship was maintained .

Confidential

Sr. VOIP Engineer

Responsibilities:

  • Performed break fix, maintenance and problem resolution for system software and QAM platform.
  • Virtually troubleshoot and repaired system applications and services. Performed pre-production testing.
  • Identified and troubleshoot and monitored anti-viruses on host servers and client PCs.
  • Implemented and validated software patches and security updates on servers. Applied updates, change orders.
  • Provided technical requirements for testing software updates, vendor patches, and infrastructure changes.
  • Participated in projects involving systems, networks, and SAN/NAS storage, archive of data, along with Change/Technical Advisory Boards.
  • Responded to the escalation of incident reports by isolation of problem minimal interruption to the customer.
  • Used Remedy, Opsview, Nagios, software tools test to identify and diagnose root cause and break-fix issues before implementing changes into production environment. Including Genesys Admin, Avaya, AES, Citrix,Web servers

Confidential, SC

Sr. System Analyst III / Sr. Application Analyst

Responsibilities:

  • Gathered and provided technical test requirements in test lab on test servers, and PCs prior to implementing into production. Including software patches, hotfixes, vendor updates, system software and modifications for infrastructure changes. Supported application and server groups in implementations and deployment.
  • Followed critical WMS, ITIL processes. Implemented, troubleshoot call recording issues and documented resolution of network issues and systems outages. Updated and added extensions and position IDs and users for call recording and playback of calls. Maintained Qfiniti database and aging of call recordings. Reset user’s passwords.
  • Maintained disk space on database servers. Scheduled monthly server reboots and weekly maintenance.
  • Resolved work request for Qfiniti call recording systems and cross functional departments. Configure Qfiniti servers and file settings, provide instructions for installs of client software. Ensured technical assistance for telephony hardware and software. Supported application and server groups in implementations and deployment
  • Analyzed and updated SQL server databases, schedules, and weekly backups. Provided enhancements with input to CTI and Genesys for telephony interfaces; ACD/PBX/Symposium/Nortel/Siemens/ and Avaya switches.
  • Collaborated with engineering team to administer and maintain SIP call flow.
  • VOIP platform over multiple vendor equipment including hardware and software upgrades, migrations and implementations, archive of data and data retrieval. Performed voice scheduled maintenance.
  • Scheduled plans in system, added and removed user accounts rights and passwords.
  • Requested and reviewed quotes from external vendors. Maintained vendor relationship.
  • Gathered and submitted high level estimates and purchase requisition for repairs and IT Projects for IS finance and Sr. management approval.
  • Ensure hardware & software maintenance for telephony servers and pinpoint indicators of firewall issues.
  • Monitored multiple network servers weekly to meet PCI compliance via Opsview alerts. Run restores for data, and executed MS updates, also performed manual remediation and patched telephony servers. Monitored disk space on hard drives. Supported government contracts including Medicare, Tricare customers.
  • Manipulated data using various data manipulation and extraction techniques. Pinpoint indicators of firewall issues.
  • Researched and provided input for Case Investigation for ICT-NH Process of Improvement Council.

Confidential, Atlanta, G

IT Operations Manager - Network

Responsibilities:

  • Ensured critical”, SEV1, SEV2 system issues, work requests were effectively communicated to the proper levels and interfacing teams on a timely basis for resolution.
  • Ensured business units in Internet Operations were notified and updated on the progress made during all phases of the troubleshooting and escalation process including; on call support, customers, Directors and Vice Presidents.
  • Managed and provided technical guidance and recommendations to team.
  • Developed written group status reports, project status, created and presented weekly Operations review documents to senior management.
  • Supported applications and server groups in implementation and deployment using critical path methodology.
  • Collaborated on projects with customers and business units, document lessons learned and resolution of issues.
  • Experience with networking, messaging technologies, Active Directory, TCP/IP, DNS, DHCP, SMTP and LDAP.
  • Prepared weekly and monthly status metrics reports to measure downtime and SLAs for Directors ad VPs

Confidential, Atlanta, GA

Technical Application Support / Systems Analyst / Project Manager

Responsibilities:

  • Configured, troubleshoot, and monitored Genesys CTI telephony issues related to call recording system, upgrades involving: 30% travel to multiple sites, installed OS, software applications, SQL, PCAnywhere, DameWare, McAfee Anti-virus, Monitored weekly security update list and insured PCI compliance was meet by insuring security patches and MS Updates were loaded on servers. Applied updates, MS patches and servers weekly.
  • Primary support for all call recording and Qfiniti / Etalk break fix and work request tickets related to user functionality for both application and hardware issues an Aspect interface for call centers agents for real time tracking.
  • Collaborated with business units to provide necessary system integration, support resources; order equipment and work to help design the overall architect of new systems. Provide input for UAT testing, and verified LAN network connectivity. Performed pre and post checklist of system functionality for each deployment.
  • Assigned and updated IP addresses for servers, routers, subnet mask, default Gateway, and related PBX switches: Rockwell, Avaya, and Symposium/Nortel Meridian Link. Configured call recording software ini files to communicate with remote interfacing switches at multiple call centers. Migrated remote call center agents onto local switch.
  • Created incident and change management tickets. Request and review quotes from external vendors. Gathered and submitted high level estimates and purchase requisition for repairs and IT Projects approval.
  • Planned and organized conference calls with associates and/or third party vendors, during both implementation planning stages, resolution and execution of projects upgrades and implementations.
  • Retrieved, manipulated data using various data manipulation and extraction techniques. Pinpoint firewall issues.
  • Once projects were successfully completed, continued to handle the responsibility to provide 24hrs on-going primary support to over a total of 47 servers and 34 Cingular / AT&T Call Centers.
  • Supported applications and server groups in implementation and deployment
  • Coordinated and lead meetings with internal associates and third party vendor: Field Service Engineer, account managers, Local Telephony and Telecom technicians to analyze, archive / store data, and document business processes, procedures and requirements. Performed testing for upgrades and verified all the servers and interface systems functionality was running correctly as designed. Meet with System Architects to determine design.
  • Interfaced regularly with assigned Project Managers, Client Advocates, Local telephony and Telecom technicians to review and confirm assigned tasks are met for project deliverable(s) and dates.
  • Performed and provided weekly and monthly Recorder maintenance documentation for backups, reboots, defrags of my telephony servers, and verified/ran necessary weekly backups.
  • Worked on varies complex platform systems, performing program analysis for telephony system upgrades and Network and LAN upgrades.
  • Reconfigured ini files, applied hot fixes and patches for executable to resolve reoccurring issues.
  • Verified the system software/hardware and network connectivity, to insure proper functionality of systems software applications for the users and customers access daily.
  • Ran SQL scripts and reports to gather specific information to determine number of agents recorded in particular group, DNIS Business Rule or ACD. Tested for bandwidth issues, incompatibilities/conflict on devices.

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