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Technical Support Engineer Resume

Suitland, MD

PROFESSIONAL PROFILE:

  • Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
  • Knowledge of practical application of engineering and technology.
  • This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
  • Strong analytical skills, with natural, instinctive troubleshooting skills.
  • Knowledge of principles and processes for providing customer and technical services.
  • This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Analyzed technical information and evaluated results to choose the best solution and solve problems.
  • Communicated with supervisors, co - workers, and subordinates by telephone, in written form, e-mail, and in person to developed specific goals and technical plans to achieve organization goals.
  • Communicated with telecommunications vendors to obtain pricing and technical specifications for available hardware, software and services.

PROFESSIONAL DEVELOPMENT:

  • Nortel DMS-250 Maintenance
  • Alcatel 1640 DWDM
  • AOTMP Telecom Certification
  • AOTMP Wireless Management Certification
  • Nortel Opetra DX
  • Blackberry Enterprise Level I
  • Microsoft Certified Professional (MCP))
  • Siemens HiPath 4000 switch
  • Understanding Network Fundamentals
  • Lucent 5ESS-2000 Switch Overview
  • Interconnecting Cisco Networks Devices (ICND)
  • Centest 650 Test Device
  • Cisco VSC3000 Soft switch
  • Siemens HiPath ProCenter Administration

EMPLOYMENT EXPERIENCE:

Confidential, Suitland, MD

TECHNICAL SUPPORT ENGINEER

Responsibilities:

  • Transition from Telecom Engineer to IT Engineer and worked in the following areas: Active Directory, Desktop, Laptop, Printer, Application, and End User Support.
  • Multi-task and cross train in IT related functions.
  • Provided remote support for windows users and assisted end-users with office applications.
  • Acted as single point of contact for end users to receive support and maintenance within the organization's desktop computing environment.
  • This included installing, maintaining, upgrading, configuring and Imaging desktops and laptops from Windows XP to Windows 7 operating system.
  • Provided support for virus removal, computer repair and software support for Microsoft Office applications.
  • Andrews Federal employee of the year.
  • Developed training guide lines for end users with Microsoft Office.
  • Developed standard operation procedure for Virus removal.
  • Implemented testing plan for computer upgrades and imaging.

Confidential, Herndon, VA

SENIOR NETWORK ENGINEER

Responsibilities:

  • Senior Network Engineer for SONET and DWDM network.
  • Tested fiber optical systems with field engineers and supported customer’s circuits with Nortel and Alcatel equipment.
  • Expertly performs root cause analysis, identifying network trends and making recommendations to reduce network failures.
  • Test electronic circuits using basic test methods and worked with optical engineers to repair and evaluate problems.
  • Designed and developed comprehensive procedures for standard operations in the Network Operations Center.
  • Designed d Confidential center and implemented disaster recovery procedures.
  • Trained and mentored junior engineers.

Confidential, Reston, VA

TECHNICAL SUPPORT ENGINEER

Responsibilities:

  • IT Technical Support Engineer for VOIP devices and network .
  • Installed and configured VOIP systems, diagnose hardware and software faults and solve technical application problems, both over the phone and in person.
  • Provided technical support to network management center and customers for the Soft Switch Architecture in the ILEC environment.
  • Performed lab work and configured Cisco MGX8250 gateway.
  • Performed numerous upgrades, enhancements and software patches on the Soft switch.
  • Authored test documentation for technical engineers.
  • Developed lab environment for testing of Soft Switch.
  • Created Standard Operation procedures for network management center.

Confidential, Washington, DC

MANAGER

Responsibilities:

  • Manager of network management center for Confidential .
  • Provided hardware technical support, guidance and direction for all customers as required or requested from network management center.
  • Supported product service activities with technical assistance as needed.
  • This included documentation, process and procedure development, web site updates, and onsite training of network engineers.
  • Directed, oversaw and supervised the day-to-day management and maintenance of technical support for the NET-Tel CAP network.
  • Single-handedly provided 24-hour surveillance and technical support for the network and customer queries, concerns and issues.
  • Implemented test procedures for testing customer circuits.
  • Developed standard operation procedures.
  • Provided training for internal groups.

Confidential, Herndon, VA

THIRD LEVEL SUPPORT ENGINEER / NETWORK OPERATION LEADER

Responsibilities:

  • Technical engineer for IT department.
  • Maintained all aspects of technical support and designed, developed, and implemented test plans with various vendors of Confidential Carriers.
  • Supported Engineers, Field Technicians and the Trouble Management Center on various Confidential Carriers (DLC) issues.
  • Mentored, trained and supported numerous technicians around the country on troubleshooting local and long distance circuits in a wireless environment.
  • Planned and implemented upgrades to the Centest 650 test devices.
  • Managed, maintained and repaired digital systems and associated equipment with various Inter-Exchange Carriers (IXC’s). Worked on 5ESS-2000 switch and interrelated telecommunication equipment.
  • Developed and Implemented standard test procedures for technical engineers.
  • Confidential employee of the year award.
  • Implemented central test devices across the United States.

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