Customer Technical AdvocateÂ Resume Murray Hill, NJÂ - Hire IT People

SUMMARY:

Engineer with more than 15 years of system, network and voice telecommunications experience.
Proficient at gathering requirements, analyzing processes, troubleshooting and communicating results to clients, technical teams, and management.
Well organized, energetic and dependable.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Murray Hill, NJ

Customer Technical Advocate

Responsibilities:

Loaded and activated licenses for deployment, First Office Application (FOA) or trial, enabling subscribers to access certain calling features and services.
Work closely with the Nokia support team and business units to address technical issues on the customer’s behalf and address questions and/or features from customer.
Tracked software problems and associated fix delivery, reducing downtime.
Helped facilitate any licensing issues that were required for network, ensuring smooth product releases.
Managed and confirmed adherence to any and all Service Level Agreements (SLA)
Review/Assist Method of Procedure (MOP) and Customer Questionnaire (CQ)
Drive and delivered Root Cause Analysis (RCA) Reports.
Lead technical meetings with customer.
Communicated to customer known problems and fixes, preventing outages and supporting customer if outage occurred.

Confidential

Resident Engineer

Responsibilities:

Security administration, built security profiles, created access control list (ACLs) and performed other security administration functions for core network
Queried Splunk and used Net - expert to monitor alarms and issues IMS and VOIP networks.
Outage prevention and recovery, supported disaster recovery planning, testing, activation and redundancy plans.
Analyzed Historical, system and event logs for operational and security issues
Collaborated with TAC teams and other departments to either correct issues within network, launch new services or pushing for Root Cause Analysis (RCA’s).
On-site and remote diagnosis, troubleshooting and repairing issues within Confidential.
Worked with Session Initiation Protocol (SIP), Real-Time Transfer Protocol (RTP), TCP/IP and other protocols. Along with Media Gateways (MGW), Policy and Charging Rules Function (PCRF), Session Border Controllers (SBC), Mobility Management Entity (MME), ALU 7705/7750s routers and various other Network Elements.
Executed remote moves, add and changes of hardware for all supported locations, providing balanced and redundant system.
Performed overnight on-call duty, supporting network in case of emergency and performing scheduled work during maintenance window.
Conducted User Acceptance Testing (UAT) for new elements in the network.

Confidential, Parsippany, NJ

NOC Engineer

Responsibilities:

Followed Confidential network trouble management process. Created supporting documents.
Tested and turned up circuits with field and switch techs.
Monitored major and critical alarms using Net-expert and created tickets in conjunction with Remedy trouble ticket system.
Followed up and escalated ticket with LEC to resolve issues.
Completed initial tier 1 troubleshooting, complying with Confidential ’s best practices and policies.

Confidential, Piscataway, NJ

Network Engineer Manager

Responsibilities:

Gathered and analyzed system and business requirements, developing project implementation plans.
Partnered with upper management, advising, developing, and delivering detailed progress and status reports on client servicing issues.
Monitored circuit failures, providing customer with current circuit conditions, preventing service issues.
Managed cooperative testing with customers, as well as internal and external suppliers, ensuring technical issues were isolated and repaired.
Took ownership of customer’s chronic network issues and drove to resolution.