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Global Management Of Technical Support Resume

Houston, TexaS

SUMMARY:

  • Seasoned telecommunications professional possessing multifaceted experience. Current area of interest, telecom project management.
  • Keeping abreast of current trends and technologies in the industry. Self starter, team player. Effective in developing healthy interactive work relationships.
  • Able to quickly assimilate product knowledge and features then effectively communicate the benefits to customers, helping them make informed decisions.
  • Able to prioritize, solve problems, meet deadlines and goals.
  • Key values that I consider important are personal integrity and respect of others, inside the workplace as well as outside.
  • Technical Sales Support Engineer experience worked with Sales group on pres sales projects
  • Manage the internal corporate IT infrastructure including all networking, server administration including Windows and Linux, telecommunications, and helpdesk staff supporting a call center environment; primary vendor contact and contract negotiations for all services
  • Test IN - BUILDING DESIGNS using IP Wave DESIGN ENTERPRISE'S.On ATT 4G Design for optimum data throughput the entire underground downtown tunnels.
  • Experience In leading a team of 8-14 ALU/Ericsson/ Confidential /Nortel- R.F Engineers responsible for AT&T UMTS network optimization ten years of experience in the field of Radio Frequency.
  • I have experience performing infrastructure designs using Discovery tools. Prepared reports on a weekly bases with migrations results. Attended daily meeting with various teams and departments on test results after suggested changes. Coordinate project team to execute the suggested changes and have a team responsible if need to escalate new problems and issues. Experience in datacenter surroundings and atmosphere.
  • Experienced ALU/Ericsson/Nortel/ Confidential SGSN and GGSN demonstrating ability to implement software upgrades. in optimization of AT&T UMTS Network.
  • Experiance on Utran fiol tranmsittles on site configurations. Peformed mobile cell tracing in order to confirm correct site handoffs and trouble shooting dropped calls. Corrected cell parameters changes in Ericsson Cockpit software. Used ALU SAM OSS for paramters verfiacation. As we moved site to New Vision network.
  • Familiar with Confidential network architecture and protocols. Also1st,2nd,3rd and 4th Carrier clusters and SSV s.
  • Experience in working Avaya Servers (voip) sip trunking defined (VoIP) and streaming media service based on the Session Initiation Protocol (SIP) by which Internet telephony service providers. Communications to various customers equipped with SIP-based private branch exchange (Nortel IP-PBX) facilities.
  • Managed networking team subject matters experts on mobile payments systems for various networks. Trained and conducted workshops on payment systems and mobile payments. Trained on various new products from I phones to Androids ect..
  • Experience in working with ALU/Ericsson/Nortel/ Confidential UMTS DAS sites.
  • Experience in analyzing data using tools Actix Analyzer and Wind catcher.
  • Experienced in clearing alarms and site issues with war room team.
  • Experienced with NodeB and RNC level parameter changes using Moshell scripts.
  • Worked on ALU/Ericsson/Nortel/ Confidential UMTS Optimization in multiple Ericsson markets that include Carolina, Florida, and Texas.
  • Experience in UMTS Design for Ericsson markets including Florida and North Carolina.
  • Experienced in selection of NodeB location and Antenna specifications according to the morphology to provide desired coverage in the cluster polygons.
  • Expertise ALU/Ericsson/Nortel/NortNokia GGSN network with Domain Name Server,DHCP server,RADIUS, TACACS+, and LDAP integration . to design a site that meets coverage, capacity and quality of standards.
  • Experience working with Integration, Design, NIC, RNDCIQ, RFDS, UTRAN, R.F Post Launch team & War Room teams.
  • Experience with improving CS, HSDPA and EUL performance on a cluster level and Node B level for Alcatel Lucent and Ericsson DAS sites.
  • Experience Strong in Excel, Power Point, Word, and PDF files. Working with implementation team to meet the final deadlines.
  • Managed more than 20 teams as a Project Coordinator
  • Experience with various drive tests and inbuilding tests, frequency interference testing.
  • Experience with ALU, Ericsson, Qualcomm, NSN, Nortel and Zbox equipments & tools.

SKILLS:

  • Possesses a working knowledge of the following systems:
  • Confidential MSCi switches and Confidential BSCi controllers, as well as transcoders
  • Operations systems and database tools such as Granite, SMS, Remedy, and NetExpert
  • Glenayre voicemail platforms, including maintenance and troubleshooting techniques
  • Advanced working knowledge of the switch overview and an understanding of the system
  • Understanding of all trunk categories, including IMT, IXC, M-L, L-M, Prepay, etc.
  • Titan 5500 DACCS and supporting elements
  • Knowledge of networking systems and hardware associated
  • Knowledgeable of the functions, operations, and primary components of local-area networks (LANs), wide-area networks (WANs), metropolitan-area networks (MANs), storage-area networks (SANs), content networks (CNs), and virtual private networks (VPNs)
  • Use of IP telephony, ISDN, Frame Relay, and X.25

PROFESSIONAL EXPERIENCE:

Confidential, Houston, Texas

Global Management of Technical Support

Responsibilities:

  • Over all Region and Project Managers for US America located in the Texas main office.
  • Main roles as a Director make sure all Major Project 1 million and over are managed professionally.
  • Give direction to direct report managers and train, motivate, encourage each person the best of there abilities.
  • Report to President of company on a quarterly bases with all financial budgets and goals. Maintain a very professional atmosphere in office and face to face with clients.
  • Accomplished Project Manager responsibilities - EL's, Scheduling, Updating Customer, and Assist on FAT with customer. Accomplished working with System Engineering Group - Testing MX radios, Configuring Radios, Trouble shooting.
  • Accomplished working with Technical Support Group
  • Assisting incoming Tech. calls, assisting with RMA tracking, Monthly/Quartiles reports. Developed a positive name for the Technical Support Group.
  • Customers have a good experience when calling Technical Support for assistance.
  • Path 5 calculations performed per site verification to determine best path survey.
  • Entrusts others with responsibility for completion of work assignments; empowers subordinates with responsibilities, recognizing subordinate’s capacities, abilities, and limitations.
  • To direct or influence the operations, activities, and performance of a group.
  • To demonstrate the capacity to inspire teamwork and motivate others to accomplish objectives.
  • To command attention and respect and to display a genuine air of confidence.
  • Provides counsel and opportunities for subordinate growth; takes active role in achievement of subordinate’s goals.

Confidential, Houston, Texas

RF Optimization National Engineer

Responsibilities:

  • Responsible for ensuring R.F Service Level Agreements have met for the deliverables to Confidential by Ericsson EMS. Experience on adding/deleting neighbors to cell sites,working knowledge of LAC/SAC/RAC and UARFCN assignments in Confidential and UMTS technologies.
  • Overview: Sales engineering support for carrier sales team in all pre and post sale activities resulting in the acquisition of new business. Scope of work included, assisting in defining opportunities, translating customer requirements into workable solutions and participating in sales calls or customer visits. Leverage contacts and make inquiry's to identify prospects for sales account team. Provide detailed solutions as well as pricing to sales teams as part of sales package. Prepare and present customer presentations. Evaluate and qualify customer RFx's and opportunities. Coordinate all activities and departments needed to support various sales opportunities.
  • Experience performing infrastructures designs using Discovery tools. Prepared reports on a weekly bases with migrations rsults. Attended daily meeting with various teams and departments on test results after suggested changes.
  • Coordinate project team to execute the suggested changes and have a team responsible if need to esclate new problems and issues. Experience in datacenter surroundings and atmosphere.
  • Manage networking team t o lead the EMS team over 7 markets in the Southwest region RF engineers responsible for Sprint Network Optimization.
  • Performed Confidential neighbor additions and IRAT additions using OSS. Aslo worked on the Sprint CDMA network and EVDO data network. Monitor the Drops, Blocks, CFR,CDR in six markets.
  • Experiance on Utran fiol tranmsittles on site configurations. Peformed mobile cell tracing in order to confirm correct site handoffs and trouble shooting dropped calls. Corrected cell parameters changes in Ericsson Cockpit software. Used ALU SAM OSS for paramters verfiacation. As we moved site to New Vision network.
  • GGSN network with Domain Name Server,DHCP server,RADIUS, TACACS+, and LDAP integration . Created & maintained a tracker to keep track of all the milestones for each phase of a site from integration to launch. Experience on compiling RNDCIQ information and submitting data to scripting for integrating Confidential and UMTS sites in the network.
  • Communicated with multiple teams in Sprint and Ericsson to ensure the RNDCIQ, RFDS, GSM information, design plots, drive routes, cell designations, neighbor scripts and MOPS are acquired.
  • Worked with several integrators from the implementation team to correct swapped feeders and clear site issues including alarms and hardware failures.
  • Managed subject matters experts on mobile payments systems for varies networks. Trained and conducted workshops on payment systems and mobile payments. Trained on various new products from I phones to Androids ect..
  • Provided Ericsson CockPit Software, Sprint Pilot Software, Sprint Glance Software support to implementation team engineers to troubleshoot site issues. Adjusted and work with split power option in the WCDMA system.
  • SGSN and GGSN demonstrating ability to implement software upgrades. Create and Support the Engagement Practice services quotes. Video and Voice based services to Enterprise wide markets.
  • Create and consolidate services scopes of work (SOW) and customer deliverables to support customer services quotes, RFX - assist with costing the SOWs
  • Prepare solution document, Handshake cost and scope with internal stakeholders
  • Creating and consolidating reports. Providing general administrative support as situations dictate to include taking on special projects; duties evolve and change frequently
  • . Hosting and coordinating meetings and/or conference calls as required to support opportunity development and proposal creation . Avaya Servers (voip) sip trunking defined (VoIP) and streaming media service based on the Session Initiation Protocol (SIP) by which Internet telephony service providers.
  • Hosting Seven years of experiences on Ericsson and Confidential integration process turning up cell sites during rehomes. Did all the changes and modification on the Sam Service Aware Manager and on the Confidential wireless management system (9353).

Confidential, Houston, Texas

System/R.F Project Manager Market Lead

Responsibilities:

  • Responsible for ensuring R.F Service Level Agreements have met for the deliverables to AT&T. CRM (Customer Relationship Management) Technology best practice.
  • Managed subject matters experts on mobile payments systems for various networks. Trained and conducted workshops on payment systems and mobile payments. Trained on various new products from I phones to Androids ect..
  • To lead and mentor a team of 8 - 14 engineers responsible for AT&T Network Optimization.
  • Responsible for delivering 845 UMTS sites in Raleigh market that include 1C, 2C & 3C.
  • Performed Confidential neighbor additions and IRAT additions using OSS.
  • SGSN and GGSN demonstrating ability to implement software upgrades. Created & maintained a tracker to keep track of all the milestones for each phase of a site from integration to launch.
  • Performed DAS optimization in multiple arenas including stadiums, casinos and airports.
  • Communicated with multiple teams in AT&T and Ericsson DAS to ensure the RNDCIQ, RFDS, GSM information, design plots, drive routes, cell designations, neighbor scripts and MOPS are acquired.
  • Worked with several integrators from the implementation team to correct swapped feeders and clear site issues including alarms and hardware failures.
  • Test IN-BUILDING DESIGNS using iBwave DESIGN ENTERPRISE'S.On ATT 4G Design for optimum data through out the entire underground downtown tunnels.
  • Provided OSS support to implementation team engineers to troubleshoot site issues.
  • Worked with design engineer to select Antennas for Dense Urban, Urban, Suburban, Rural areas in order to control the RF energy.
  • Worked with implementation team and several teams to achieve one goal of customer satisfaction.
  • Helped implementation managers in identifying the hardware failures and site issues causing network issues.
  • Reviewed reports prepared by the engineers before sending it for customer approval.
  • To perform parameter changes and cell classification changes using Moshell scripts through OSS.
  • Communicated with Ericsson implementation team on a daily basis to discuss the status of the current and upcoming sites.
  • Worked together with the AT&T and Ericsson DAS implementation team to resolve alarms and site issues.
  • Reviewed the reports with local and National AT&T Engineers before the launch of the cluster.
  • Ensure smooth launch of the sites after the HQ approval.
  • Monitor stats of the launched sites and to send them to the market.
  • Point of contact for UTRAN team, post launch team, integration team for daily pre launch activities.
  • Mentor entry level engineers and guide others in the team to ensure quality in the reports.

Confidential, Houston, Texas

Project Manager

Responsibilities:

  • Managed the budget for several departments, including G&A budget of $1.5M and CapEx budget of $1 - 2M annually
  • Project Manager of Confidential backhaul for markets (WA/ID) resulting in the construction of over 200 sites. Scope of project involved building backhaul network for Wi-Max sites. Evaluating designs, closing rings, eliminating spurs, maximizing antennas on real estate were key objectives. Managing RF engineering, site acquisition, field contractors and construction managers. Issuing purchase orders, reviewing RF designs, performing site walks. Identifying and clearing roadblocks to ensure turn up on air dates were met.
  • Built a high-performing team that was able to execute major projects without external assistance
  • Upgraded all production equipment to enhance corporate capabilities, including installation of VMware vSphere clusters, Compellent SANs, ExaGrid backup, and Riverbed WAN optimization in all sites
  • Implementation of all production environments running in a hardened, secure, and highly available hosting center
  • Migration of all telecomm services including long-distance, toll-free traffic, Internet, and WAN connectivity from ATT capabilities.
  • Migrated the WAN environment to an MPLS network utilizing a QoS policy to provide best application response, and using VPN tunnels as a backup path with BGP peering
  • Built out a new 35,000 sq ft call center facility to allow for exponential growth including cabling, the data center to support the facility, implementing VoIP capabilities locally and between sites
  • Upgraded the Avaya G3r PBX to the Communication Manager with Enterprise Survivability with Avaya Enablement Services (AES), Avaya Voice Portal (AVP), and Modular Messaging to enhance call center capabilities
  • Omega project insured of sites working correctly after removing them from T-1 to Confidential network. Commissioned the Lucent RNC, Commissioned and intergraded UMTS cell sites all over Houston and surrounding area.
  • Manage the Dallas Project at the Informart building with Pario Solutions. Very strong knowledge of Avaya Communication Manager, Iperia Communication, Carrius Communication, Trio and software and Audix, CMS, CentreVu Supervisor, ECAS, Conversant and NICE Logger. Good understanding of the architecture of SIP, TDM and VoIP telecommunications networks. Strong Linux language skills and good programming background skills.
  • Managed subject matters experts on mobile payments systems for various networks. Trained and conducted workshops on payment systems and mobile payments. Trained on various new products from I phones to Androids ect..

Confidential

Project Manager Engineer

Responsibilities:

  • Project Manage the integration of over 270 sites to Confidential Gold network. Built paths and configure all sites in Granite with correct information.
  • Maintained all of Granite updates and insured the cell data was correct. Eliminate all of Confidential Orange and Blue network in Granite.
  • Assist with trouble shooting site on the Ericsson switch and confirm Granite data match the DT.
  • Commissioned and Integrated UMTS sites in South Core Region for Confidential networks.
  • Trouble shooting played a big part in testing the network.
  • Project Management; Granite, CTS/AMS circuit design with ASR provisioning which includes 911/ Trunking, Compare Bill Trac Pro with Granite Records ; AOTs; CTS. Monitor complete wireless network in order to maintain a 97% stability functionality, I have a very strong mobile packet core experience (GGSN, SGSN, PDSN, HA, SGW, PGW, MME, IMS) Plan and project manage wire line and wireless facility rolls supporting network access optimization
  • Establish and assemble project teams, and coordinate roll activities with access planners, implementation, provisioning and access providers.
  • In addition this position may perform economic and other analysis as required to achieve the best least cost, optimum.
  • This requires experience with database management as well as integration, analysis, and production of large data sets using Access, Excel, Word and PowerPoint. Strong process, project management, and communication skills are also required as is knowledge of planning, ordering, and implementation of new access.
  • Strong written and oral skills desired.
  • Maintain and support Level 3 NOC support for the central region.
  • Involves 24/7 availability to support the on call engineer.

Confidential

National Core Roll Out Manager

Responsibilities:

  • Directed the expansion of the call center for a major Caribbean cell phone and land line provider by selecting the most beneficial communications options for the best price
  • Managed the project to relocate all of the telecommunications equipment supporting the call center from one location to another, including Avaya, IVR, Aspect ACD, CMS, and all T1s.
  • Performed a global voice over IP (VoIP) analysis and implementation for a major logistics company to enhance their communications infrastructure
  • Manage the delivery of telecom and MIS services to the major clients of the company
  • Provide ongoing telecom consultation for a major all - inclusive Caribbean resort call center
  • Provide iBwave s on VoIP and PBX solutions for clients

System Support Specialist

Confidential

Responsibilities:

  • Follow Granite/Zing configuration and update database
  • Making sure all sites were define correctly on AXE 810 UMTS switch.
  • Ensure the Project is on schedule and is meeting the performance that Confidential is expecting.
  • Over all drive tester and ensuring the results to meet Confidential standards.
  • Reporting a Daily report to Confidential on any issues we come across.
  • Testing the voice/data quality of the radio and making sure the handoffs are taking place where they are design to.
  • Verified all mobiles had correct software level to operate correctly o GSM/UMTS networks.
  • Responsible for all connectivity issues involving TCP/IP WAN and LAN.
  • Setup Cisco 2500/2600 Router and Cisco Switches 2950/2960 for use to prevent both broadcast and collision domains.
  • Worked on CTS/AMS circuit design with ASR provisioning which includes 911/Trunking.
  • Provide Banyan (Token Ring and Ethernet) technical phone and onsite support for 30 servers located in Houston and for other in various locations nationwide.
  • Install and maintain WAN equipment including voice over data circuits.
  • Provide support on fully switched network and corporate network using TCP/IP, IPX/SPX, and NetBEUI, and Cisco Routers.
  • Maintained two Acatel switches performed network expansions to 3G network.
  • Built voice trunks in switch and Confidential to avoid congestion on network.
  • Coordinating customer activity associated with product development, launching, and managing system implementation, including contract execution, project plan development, monitoring project performance, analyzing and reporting variances from plan, anticipating and escalating problems and taking corrective action.
  • Identifying and managing project risk, assessing situations, making recommendations, and implementinglannedcontingencies,when necessary.
  • Working day to day with R&D to ensure project is on track per the committed plan of record, monitoring risks to the POR and communicating and helping mitigate/manage these risks.
  • Providing critical communication links to the customer, business units, necessary functional organizations, executive and senior managers.
  • Understanding customers deployment plans and assessing their culture; identifying strategic plans for success of the customer and profitability of Client, including system - wide product upgrades, development of plans for technical and market trials, and promoting annuity business at each project-managed site.
  • Creating action register reports, providing updates via electronic mail and other communications to key customers and sales account teams.
  • Coordinating Project Reviews with customers and sales account teams.
  • Leveraging a thorough knowledge of Client mobility products and services to champion resources in achieving commitments.
  • Coordinating with Client Engineering, Network Consulting Engineering, Program and Product management to manage timely and accurate product and service delivery.
  • Design of end to end solution with 3rd Party Equipment.
  • Coordinating with 3rd Party Equipment as part of the Client solution for evaluation, requirements and dimensioning

Confidential Senior Project Manager

Responsibilities:

  • Trained three Switch Engineers on Confidential GSM System.
  • Senior System Engineer Confidential - Confidential commissioning and integration specialist on Confidential DX-200 platform.Customer training on system management (EOS).Monthly meeting with regional management.
  • Testing the voice/data quality of the radio and making sure the handoffs are taking place where they are design to.
  • Verified all mobiles had correct software level to operate correctly o GSM/UMTS networks.
  • Responsible for all connectivity issues involving TCP/IP WAN and LAN.
  • Setup Cisco 2500/2600 Router and Cisco Switches 2950/2960 for use to prevent both broadcast and collision domains.
  • Worked on CTS/AMS circuit design with ASR provisioning which includes 911/Trunking.
  • Provide Banyan (Token Ring and Ethernet) technical phone and onsite support for 30 servers located in Houston and for other in various locations nationwide.
  • Install and maintain WAN equipment including voice over data circuits.
  • Provide support on fully switched network and corporate network using TCP/IP, IPX/SPX, and NetBEUI, and Cisco Routers.
  • Maintained two Acatel switches performed network expansions to 3G network.
  • Built voice trunks in switch and Confidential to avoid congestion on network.
  • Coordinating customer activity associated with product development, launching, and managing system implementation, including contract execution, project plan development, monitoring project performance, analyzing and reporting variances from plan, anticipating and escalating problems and taking corrective action. Avaya Servers (voip) sip trunking defined (VoIP) and streaming media service based on the Session Initiation Protocol (SIP) by which Internet telephony service providers. Communications to various customers equipped with SIP-based private branch exchange (Nortel IP-PBX) facilities.
  • Identifying and managing project risk, assessing situations, making recommendations, and implementing lan when necessary.
  • Working day to day with R&D to ensure project is on track per the committed plan of record, monitoring risks to the POR and communicating and helping mitigate/manage these risks.
  • Providing critical communication links to the customer, business units, necessary functional organizations, executive and senior managers.
  • Understanding customers deployment plans and assessing their culture; identifying strategic plans for success of the customer and profitability of Client, including system-wide product upgrades, development of plans for technical and market trials, and promoting annuity business at each project-managed site.
  • Creating action register reports, providing updates via electronic mail and other communications to key customers and sales account teams.
  • Coordinating Project Reviews with customers and sales account teams.
  • Coordinating with Client Engineering, Network Consulting Engineering, Program and Product management to manage timely and accurate product and service delivery.
  • Design of end to end solution with 3rd Party Equipment.
  • Coordinating with 3rd Party Equipment as part of the Client solution for evaluation, requirements and dimensioningScheduling of all software upgrades and change notes.

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