SUMMARY

• Network and Telecoms engineer with 4+ years’ work experience in Operating, Maintaining and designing network and telecoms infrastructures.
• Strong experience of Voice and Unified Communication products, and ecosystems: voicemail, billing, monitoring, call centers…
• Good knowledge of access networks technologies: DOCSIS 3.0, PacketCable, ADSL, FTTH
• Experience with home automation and security
• Strong experience of Server and PCs hardware, and  deployment
• Strong customer facing experience as a Customer Support Engineer for Technicolor 
• Experience with complex integration projects: Provisioning Software’s deployment for  Voice environment, creating a failover system for  monitoring servers.
• Experience with demanding industrial environments: . Good experience at handling pressure in a high paced work environment .
• Experience with 24/7 on - call, and disaster recovery operations on critical production systems: Voice over IP.
• Able to develop scripts in automatize maintenance/network operations.
• Good experience in upgrade procedures, patch deployment and non-regression testing.
• Knowledge of  security and hardening for Windows Server 2008, Linux 
• Self-learner with Linux firewall,  technologies, and VPNs through the use of Raspberry Pie as a personal test server. 

TECHNICAL SKILLS

• Linux/Unix (Debian, Fedora Core, Red Hat, SUN Solaris), & Voice over IP Appliances .
• Servers: 7800 Series Media Convergence Servers,  DL380-G6 Server, SUN Sparc (and equivalent); PCs: ATX and Micro ATX systems, Pi; Routers: 2911; Switches: 2960, 3560;
• CUCM 6.1.3 and 8,  Unity 8; VoIP Ecosystems: Tiger Bi lling, Telesnap switchboard, Telisca XML server, Cycos MRS (voicemail),  Unified Communications
•  Telnet, DHCP, FTP , DNS , SNMP, SIP , SCCP, RTP/UDP, IPv4/v6, Access Control Lists, Subnetting (VLSM), IPv6 Subnetting, ICMPv4/v6, OSPFv2/v3, EIGRP, EIGRPv6, Multi-Layer Switching, NAT, VPN, IPSec, FHRP 
• Physical/Data-link LAN: Ethernet, Wi-Fi 802.11 ; PAN: ZigBee; Network Cabling Standards: RJ-45/48, Cat.; Port Security, HDLC, Frame Relay, PPP, PPPoE, Spanning Tree (STP, RSTP,), VLAN, VLAN Trunking (dot1q), CDP, Etherchannel; Access Networks: CATV ( DOCSIS 3.0 & 2.0, PacketCable), ADSL, FTTH, ISDN

PROFESSIONAL EXPERIENCE

Confidential, Indianapolis, IN

Support Engineer

Responsibilities:

• Technical support for broadband access providers on: Cable Modems DOCSIS 3.0 & 2.0 , DTAs, Home Security & Automation (iControl). On client premises: helping engineering teams troubleshoot issues by collecting configuration and log files, creating mockups to reproduce problems, provide firmware updates and patches, etc.
• Presales support on the line of products: providing a technical expertise to sales team during sale cycles
• Maintaining part of the internal lab infrastructure: Provisioning DOCSIS modems for testing purpose  improving reliability of some key systems (Solaris, Red Hat) by adding backup systems, documenting the infrastructure, etc.
• Training for customer technical teams on our Home Security & Automation system: helping them with basic troubleshooting tools and processes,
• Setting up demo systems for client demonstrations and shows: by creating fully functional and integrated mockup for sales demos and other events,
• 24/7 on call for emergencies

Environment: WAN, LAN , PAN, PacketCable, DOCSIS, CATV, DSL, FTTH, ZigBee, Wireshark, RF Sniffer (for DOCSIS packet analysis) , SUN Solaris, SIP and MGCP Call Managers provisioning, DOCSIS 3.0 & 2.0, Cisco Network Registrar, Home Security and Automation, Wi-Fi, VCR, Set Top Boxes, Modems, Gateways, CPEs, Seapine TestTrack

Confidential

Support Engineer

Responsibilities:

• Contract transition period between Orange and Dimension Data: Dimension Data won the support contract leading to a transition period between the former Orange support team and the new sub-contractor. Key involvement in the transfer of skills and knowledge .
• Training of the new support team members and client processes(troubleshooting management,),
• Technical support for tier 1 and tier 2 incidents , escalation to software/hardware vendors for tier 3 issues,
• Maintaining the  infrastructure: software updates, backups, server hardware etc.
• Upgrading the system with security and corrective patches,
• Implementing major version upgrades : from  version 6 to 8 as well as  Ecosystem , and participating to the implementation of Unity 8,technical reference for Active Directory integration ,
• Implementing 6 lab environment,
• Technical lead for the integration of a new provisioning tool , and operations tuning the new provisioning tool to the client environment, database cleaning and consolidation, training the team with the new process.
• Monitoring LAN and WAN loss, jitter latency and other Telephony parameters  monitoring software.
• 24/7 on call for emergencies 

Environment: WAN, LAN, Cisco CUCM 6.1.3 and 8, Cisco Unity 8, Cisco CUPS, KURMI Provisioning 7941/42/61/62 , Conference Phones 7937, Cisco Servers and UCS,  ISDN Gateways, SCCP, VoIP 

Confidential

VoIP Support Engineer

• Orange operates as a sub-contracting entity for the maintenance, operations and evolution projects of Airbus’s Unified Communications infrastructure. This Voice over IP (VoIP) system combines a Cisco IPBX with several other ecosystem servers to provide Unified communication applications: telephony, voicemail, instant messaging, Video and audio conferences, IVRs, switchboard system etc. The support team handles the day-to-day operations on this mission critical system, for several business units in different countries, for tens of thousands of user and devices 

Responsibilities:

• Elaborating technical and organizational evaluation of VoIP support groups (ITIL): to document and streamline the process of transition between 2 sub-contractors, in anticipation of big support contract overall.
• Redefining task sharing between Orange and Airbus teams : design and document workflows for troubleshooting management between different entities, e.g. the client handles tier 1 support and the sub-contractor has responsibility for tier 2 and 3 issues,
• Other: Studying market’s unified communication solutions (Cisco, Avaya, IBM, etc.), for future evolution of the infrastructure.

Environment: WAN, LAN, Cisco CUCM 6.1.3, IP Phones 7941/42/61/62 , Conference Phones, Cisco Servers, ISDN Gateways, SCCP, VoIP Ecosystems: KURMI, Telesnap,  MRS, Tiger Billing, Prognosis,  UCS Servers, ,  CUPS, BMC REMEDY

Confidential

Support Engineer

Responsibilities:

• Contribution to the set-up of a mockup system , mirror of the LAN and Voice production environment with the new version of Cisco CUCM (v6) to be deployed by the project team,
• Setting up a secondary lab system for the support team,
• Non-regression testing and migration procedures validation , using the mockup as a production simulation,
• Technical interface between Orange, Dimension Data, VoIP software editors and Airbus teams,
• Various tasks on the production system : scripting new reporting tools (Expect TCL) to connect via SSH on CUCM cluster, day-to-day operations.

Environment: WAN, LAN,CUCM 6.1.3, IP Phones 7941/42/61/62 , Conference Phones,  Servers,  ISDN Gateways, SCCP, VoIP Ecosystems: KURMI, Telesnap,  MRS, Tiger Billing, Prognosis,  UCS Servers, Telisca, Cisco CUPS, BMC REMEDY

Confidential

Administrator Trainee

Responsibilities:

• Secure monitoring infrastructure by adding a hot standby server 
• Improving report generation and real-time supervision with the “Oreon” software plugin 
• Extending monitoring to Windows PCs and Servers, using Client++ (SNMP and Nagios agent)

Environment: LAN, Nagios Monitoring, Oreon reporting solution, Linux Fedora Core, SSH, SHELL Scripts, Windows Server 2003, BAT, Windows XP, NSClient++