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Senior Technical Support Engineer Resume

SUMMARY

  • Experience managing OEM wireless products, maintaining servers, evaluating, monitoring Network/IT Infrastructure with an emphasis on availability, reliability, scalability, and system integrity.
  • Experience automating repetitive tasks by using SQL queries and Perl scripts. Proven experience providing Root Cause Analysis using system logs and communicating to Manager III and Director level as to the fault and resolution.
  • Additionally, acted as escalation point for troubleshooting advanced network/systems issue and events, provided the highest level of support for all incident, problem, change management activities, and trained employees across multiple departments on network operations.

TECHNICAL SKILLS

  • SIP Perl Empirix
  • VSE SS7 IP Certified
  • IS - 41 Unix CSFB
  • NetScout VoIP ITIL
  • Sigtran Wireshark S102
  • Linux CBM/SDM

PROFESSIONAL EXPERIENCE

Senior Technical Support Engineer

Confidential

Responsibilities:

  • VMware administration 6.5, Upgrades, Patching, ISO creation, datastore, troubleshooting
  • Nimble SAN administration, Upgrades, LUNs, Volumes
  • Veeam administration, Upgrades, agent install, client install
  • Cisco 9200 administration, Vlan, interface, static routes, troubleshooting
  • Cisco Call Manager administration, Upgrades, provisioning of new lines, troubleshooting VoIP, PRI, E911
  • Cisco Router 29xx and up, administration, layer 3 routing, troubleshooting, interfaces
  • Cisco Wireless Controller administration, flex connect, augmenting Cisco Access Points
  • QNAP NAS administration, build hardware, load software, rack, RAID 6 Volumes, LUNs
  • Linux administration, RHEL 7.3, Debian, Centos 7, Ubuntu, Apache, MySql, MariaDB, Postgres, PHP, Bash, Perl, SMTP, Docker
  • Windows administration, 2008R2, 2012, 2016, 2019. Migrated from 2003 and 2008 to 2016 or 2019
  • Team Lead handled all escalations, projects, complex issues
  • HP ProLiant G7 - G10 administration, iLO, troubleshooting, MSA
  • SolarWinds, PRTG, Apache Superset, Vendor POC for all platforms

System Administrator

Confidential

Responsibilities:

  • Linux RHEL 7.6 administration, installing software, patching, monitoring CPU, memory and filesystems.
  • Windows 2008/2012 administration, IIS, PowerShell and application support
  • Cloud Automation using Ansible to create playbooks using ansible modules. Used Jenkins as infrastructure deployment tool.
  • GitLab created, forked and merged software repos.
  • Bash and Perl Scripting to automate daily tasks and create system alerts.
  • JBOSS 7.1 Middle-Ware configuration
  • VMware cloning, creation, vmotion and log insight provisioning

Senior Systems Engineer

Confidential

Responsibilities:

  • Linux RHEL 7.5 administration, installing software, monitoring CPU, memory and filesystems.
  • Cache Database administration
  • Windows 2008 administration, IIS, PowerShell, Middleware
  • Middleware support
  • JBOSS and RadPlus support
  • Puppet Configuration
  • Bash and Perl Scripting to automate daily tasks and create system alerts.

Systems Engineer

Confidential

Responsibilities:

  • Enterprise storage and system optimization
  • Linux RHEL 7.4 administration
  • Oracle Linux 6.7 administration vSphere VMware configuration
  • Veritas backup policy software
  • 3PAR Storage Area Network Configuration and Trouble Shooting
  • Infinidat Storage Area Network Configuration and Trouble Shooting
  • Oracle Exadata administration

Technical Support Engineer

Confidential

Responsibilities:

  • Tier III support for the following elements Ericsson Wireless VoIP VSE soft switch, CBM, SSG, PPX, MRF, CA, DCA, CMT, CS2K Compact, Gateway controllers, IEMS, MS2010, SAM21, SDM, SST, STORM drives, UAS, and USP
  • Highest tier technical support for assigned VoIP Platforms in a 7x24 environment
  • Test and turn up of new hardware/software to include the creation of formal Test Plans and Methods of Procedures
  • Root cause analysis and follow up to network events. Interfacing with internal network organizations to ensure all trouble severity levels are being addressed in a timely manner.
  • Support organization-escalating events and communicating situations involving network alarms and or events
  • Experience providing Root Cause Analysis using system logs and communicating to Manager III and Director level as to the fault and resolution
  • Customer interfacing- regarding specific customer events and status.
  • Vendor interfacing-with vendors of the various platforms insuring all issues are addressed and corrected
  • Experience managing OEM wireless products, maintaining Redhat Linux blades, Unix servers, evaluating, monitoring Network/IT Infrastructure with an emphasis on availability, reliability, scalability, and system integrity
  • 17 years of technology experience in wireline and wireless field
  • Escalation point for troubleshooting advanced network/systems issue and events, provided the highest level of support for all incident, problem, change management activities, and trained employees across multiple departments on network operations
  • Performed patching on Linux blades running Redhat
  • Performed patching on Netra 240 and 5220 running Solaris/Unix
  • Experience in verifying routing, stats, ports on Cisco ASR9k and configuring Redback routers
  • Inspected design logs, system logs and 3rd party vendor telecom alarms for root cause analysis
  • Experience automating repetitive tasks by using SQL queries and Perl scripts
  • Bilingual(Spanish), ITIL Certified and experienced Systems Support Engineer
  • Ericsson IP Certified
  • Developed and updated Method of Procedures for Tier 1, Tier 2 and external groups
  • Experience with TCP handshake and OSI model.
  • 10 years of experience with debugging VoIP and RTP issues
  • Proficient in building SQL queries, importing data, and executing
  • 10 years of NOC experience
  • Familiar with Empirix, NetScout and Techno protocol analyzers
  • WireShark
  • Implemented SSH protocol across Linux and Solaris servers
  • Patched/upgraded Linux and Solaris servers
  • Configured NFS for server backups
  • Tested 3rd party software running on Linux and Solaris servers
  • Loaded needed libraries for utilities using Linux RPM files via YUM
  • 15 years of decoding SS7
  • 15 years of decoding IS-41
  • 8 years of decoding IS-826 prepaid charging
  • 4 years of decoding SIGTRAN over SCTP
  • 4 years of decoding LMSD
  • 4 years of decoding S102 for CSFB LTE

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