Technical Support Engineer Resume Plano, TX - Hire IT People

SUMMARY:

Analytical, highly adaptable professional with 16 years of experience supporting, deploying and evaluating IT solutions aimed at improving quality and efficiency.
Exceptional customer relations skills, with the ability to establish and maintain effective and productive client relationships.
Skilled troubleshooter continually focused on identifying, isolating and resolving technical issues.
Strong knowledge of technical and application support techniques and solutions.
Accomplished communicator skilled in building and strengthening relationships across functions to drive cohesive, strategic operations.
Maintained a 95% annual customer renewal rate due to high client satisfaction and excellent service.
Conducted extensive application performance improvements through programming code optimization.
Created demos and tools that effectively shortened time - to-resolution and were implemented and utilized throughout the organization.
Developed the department's first C# Restful demo for Confidential 's Extended Media Server.

EXPERTISE AREA:

Technical Support Engineer
Application Engineering ~ Client Relations ~ Project Management
Application Support
Application Testing
Technical Troubleshooting
Root Cause Analysis
SIP, VoIP & FoIP, PSTN, PRI ISDN, CAS,
IVR, Contact Centers,
Quality Assurance
Training Programs
Cross - Team Collaboration

TECHNOLOGY PROFICIENCIES:

Protocols / Technologies: SIP, VoIP, FoIP, PSTN, POTS, TDM CAS, E1/T1 PRI ISDN

Operating Systems / Software: Windows, Linux, CentOS, Microsoft Office

Programming Languages: C++, C#, VB.NET, C

PROFESSIONAL EXPERIENCE:

Confidential, Plano, TX

Technical Support Engineer

Responsibilities:

On daily basis provided technical support for enterprise and large scale companies.
Acted as a technical bridge between vendors and customers, resolving interworking and configuration issues in Voice/Video over IP networks, PSTN and TDM- to-IP deployments. Conducted pre- and post-sales consultations for customers and local FAE’s.
Dealt with network issues, like delays, voice/video quality (G.711, G.729, G.723, HD Voice, G’263/H.264 etc), jitters, optimal routing.
Collected and analyzed data, isolated root causes and replicated issues in local labs, utilizing C/C++ (Windows and Linux, in order to develop effective solutions for customers.
Created and distributed detailed technical reports for issues involving product defects or missing features, indicating steps to test, implement and install solutions for clients.
Collaborated with clients, engineers, vendors and management (including company VP's) via conference calls, on-site meetings, IM and email in order to successfully understand and resolve client problems.
Participated in major design and design-in projects, maintaining quality requirements and adhering to strict timeframes.
Developed and implemented extensive training processes and procedures for clients, including on-site training which extended to international locations such as Brazil and China.
Created SipDiag, a scalable and robust framework written in C++, enabling recreation of a wide variety of different SIP/VoIP scenarios and useful for network integration and demonstration of new features.
Created troubleshooting, demonstration and QA tools in C++, C# and VB.NET, including the department's first C# Restful demo for Confidential 's Extended Media Server as well as created an HD IVR to demonstrate implementation of HD voice feature in VoIP applications.

Confidential, Santa Clara / Milpitas, CA

Technical Marketing Engineer

Responsibilities:

Analyzed data provided by customer, conducted troubleshooting of applications issues in multi process / multi-thread environment, provided architectural reviews and optimization suggestions for customers.
Successfully identified technical issues, conducted tuning / troubleshooting and resolved client problems with both VoIP and TDM protocols.
Designed, implemented and conducted extensive training for customers and FAE's, including training customized for Confidential software, hardware and telecom protocols.
Established a valuable test and troubleshooting framework for VoIP and T.38 faxing over IP.
Maintained detailed and accurate technical records within internal databases, adhering to strict technical standards.
Provided extensive weekly and monthly reports regarding project results and outcomes.

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Technical Support Engineer Resume

Plano, TX

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