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Product Support Engineer Resume

Princeton Junction, NJ

EXECUTIVE SUMMARY:

A highly organized, dependable and dedicated engineer with experience in full life cycle development, integration/system testing, deployment/implementation and customer support. Extensive experience in all phases - requirements, research, design, development, troubleshooting and technical customer support. Results-driven professional, who is able to use sound judgment, determine priorities, resolve issues and accept new challenges and responsibilities, with adaptability and timeliness.

TECHNICAL SKILLS:

Design Tools: Design and execute test cases to certify product requirements. Design and install systems for test environment TCP/IP, SIP, HTTP/HTTPs, IGMP/RTP, OSPF/RIP, VLAN/Switches, Experience with UNIX, Microsoft Offices and Windows XP operating systems. Familiar with C++, C, shell and basic programming languages Circuit pack design and testing Mentor, Veribest, Orcad, Pads Logic, Quick Test Professional (QTP), Agilent VEE, Labview and Wireshark.

PROFESSIONAL EXPERIENCE:

Confidential, Princeton Junction, NJ

Product Support Engineer

Responsibilities:

  • Responsible for the systems integration and technical support for MPEG analyzers and digital TV/MPEG-based broadcast cable and IPTV networks products
  • Provided internal and external customer technical product support
  • Tracked customer reports regarding defective products and engaged development/application engineering teams for resolution
  • Assisted customers resolving issues remotely and improved existing deployment procedure/installation
  • Researched technical issues and provided recommendations for customers as well as our development/application engineering teams
  • Managed and processed customer RMA with updated test log reports
  • Performed troubleshooting, identified root cause analysis and repaired RMA (servers and analyzers) equipment
  • Provided guidance and leadership for new support engineers
  • Provided new product/feature updates and new technologies recommendations and developed appropriate quality test environment
  • Lead systems integration and certification support for internal QA testing
  • Excelled at working on multiple concurrent issues/tasks with conflicting priorities
  • Managed product status reports and provided constructive feedback to Manager of Product Support & Engineering Services on existing defect reports

Confidential, Princeton Junction, NJ

Hardware integration Engineer

Responsibilities:

  • Responsible for support, demonstration, training and system integration test of Optical Line Terminal (OLT) systems with full end-to-end solution with IP/TV, VoIP and Data
  • Developed automated test scripts using Quick Test Professional to increase test coverage and shortened and improved the quality of the test cycle
  • Identified and resolved design related to Optical/SONET performance, automation and installation issues with triple services (HSI, VoIP and IPTV services)
  • Troubleshot and debugged Amino’s Set Top Boxes (STB) for Multicast and Unicast streams
  • Provided technical presentation, training and demonstration of GPON, OLT, and ONT end-to-end solutions
  • Planned, procured, setup and demonstrated GPON, OLT and ONT equipment for major service provider in India, Russia, Ukraine, Portugal, Egypt and USA
  • Trained and supported customers on system operations/configuration and maintenance (OA&M) on the Element Management System
  • Developed detail test procedures/cases, automation scripts and result documentations
  • Supported the design team in electronics related tasks and provided input for implementing changes to increase the efficiency and reliability of the equipment
  • Planned, procured and installed equipment in system test labs in the USA and India

Confidential, Holmdel, NJ

Member of Technical Staff

Responsibilities:

  • Designed, developed and tested equipment for all optical transmission systems
  • Provided technical customer support, including system installation and training
  • Performed Quality Assurance tests on circuit packs, shelf and system level integration
  • Developed Design Verification Test plan, Circuit Pack Requirements, Diagnostic Software Requirements, and Software User’s Guide
  • Designed, developed and tested an Optical Switch Circuit Pack
  • Provided on-site system installation, troubleshooting, support and training

Confidential

Member of Technical Staff

Responsibilities:

  • Designed and executed test cases for undersea transmission systems
  • Created Manufacturing Test Requirements and Final Acceptance Test procedures for the company’s Line Monitoring Equipment
  • Automated factory testing using C language test scripts, resulting in increased product reliability

Confidential

Engineer

Responsibilities:

  • Member of a project team, which specialized in optical cross-connect Wavelength Division Multiplexing (DWM) transmission equipment
  • System integration tests
  • Analyzed and debugged newly designed circuit packs

Confidential

Junior Engineer

Responsibilities:

  • Designed, constructed and tested laboratory viscosity measurement equipment for evaluation of software and hardware units

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