SUMMARY:

• Knowledge and understanding Arris channel build, transport and deployment
• Knowledge and understanding video trouble shooting procedures for VOD on Arris and Cisco Video plants
• Knowledge and understanding STB testing E2E using agile or waterfall requirements
• Assist team members with complying cases and test results
• Provide written procedures and document any unforeseen issues during testing
• Work with other departments providing complete data in all communications
• Knowledge and understanding testing functionality and features on STB’s Arris, Cisco, World Box and Waivers
• Knowledge and understanding cloud based STB functionality
• Knowledge and understanding Arris code deployment via decoder conditionals
• Knowledge and understanding CSG account creation, adding inventory and device assignment
• Knowledge and understanding transitioning STB’s from Legacy (OOB) to DOCSIS mode
• Trouble shooting residential STB’s and commercial ADB’s in test environments
• Knowledge and understanding testing third party application and core functionalities on STB’s
• Mentor and assist others in Basic CATV knowledge

TECHNICAL SKILLS:

• JIRA, Remedy and Clarify
• Digital Access Controller configurations and upgrades for multi-service operator (MSO) CATV Arris new acquisition maintenance
• Firmware and TV guide application upgrades and broadcasting
• Head-end equipment installations and troubleshooting
• RF upstream and downstream configuration and troubleshooting
• XENIX, UNIX and LINUX (SUSE) software
• Sybase/SQL with select and update for reports
• Video IP troubleshooting, transport and training
• Various computer hardware, peripherals and software support
• Exhibited solid leadership qualities in mentoring, motivating & directing team members.
• Ability to organize and prioritize projects in a fast paced environment.
• Dependable team player and willing to assume high levels of responsibilities.

PROFESSIONAL EXPERIENCE:

Confidential, Phoenix, AZ

Program/Project Management

• Research and Analyze problems and providing support for associates
• Mentor and train new associates for continued success improving job performance
• Independently solving high level issues via phone, IM or face to face support
• Document all tasks and procedures required for associates job
• Used STAR (Situations, Tasks, Actions and Resolutions) problems solving
• Maintain, monitor and upgrade devices per company standards and vendor procedures

Confidential, Scottsdale, AZ

Office Manager

• Managed 45 associates and scheduled all customer requests
• Provided external technical support to home - based customers
• Oversaw company data input
• Generated computer billing system
• Entrusted with house sitting responsibilities

Confidential, Phoenix, AZ

Addressable Analyst

• Addressability\Conditional Access Specialist with Moto\ Arris Regional DAC configuration, maintenance and upgrades.
• Configure new channel launches from Rovi SID configuration, Digital Channel creation and Channel Map Broadcast
• Technical experience with Motorola Headend equipment (KLS, SEM’s, APEX’s OM’s ARPD, RPD, RADD and SDM) troubleshooting, maintenance and upgrades.
• Testing, ingratiation, scheduling and upgrading new codes for STB’s via RADD6000 broadcasting during maintenance hours.
• Ability to troubleshoot and repair all complex issues.
• Interfaces with vendors engineering and peer operations organizations.
• Lead teams or projects and shares expertise.
• Provides technical leadership to junior Engineers and project teams.
• Assists with or leads efforts to build new application infrastructure coordinating efforts across teams.
• Leads technical outage bridges and engages appropriate resources to drive issues to closure.
• Generated STB non-responding reports for Upper Management.
• Responsible for contributing in project teams troubleshooting operational issues providing technical solutions to operational problems.
• Rotation for On-call schedule after hours supporting Digital Video content and billing issues.
• Maintains the overall maintenance and upkeep of the addressable controllers and related billing parameters.
• Supported IP Video Transport Uni-Cast/Multi-Cast
• Converted Analog headend to MPEG2 digital content.
• Serves as team lead on multiple projects often spanning different engineering departments within the organization.
• Performs routine maintenance tests for designated areas of engineering and ensures all maintenance is properly validated to minimize impact.

Confidential, Horsham, PA

Senior TRC Engineer

• Managed and guided a team of engineers to do troubleshooting and ensured that they complied with MSO’s worldwide supported products.
• Acted as the ‘to-go’ person between field engineers based overseas, local customers, by following up on the latter’s issues and relaying correction actions to the former.
• Managed and oversaw Security Department for Special Encryption Scrambling and Site Security Inventory Control.
• Developed procedures and training materials for the TRC Analog Department.
• Provided technical support and training to customers who use Motorola’s general instruments and other equipment.
• Product expert on addressable, distribution and head-end equipment, including networking computers within Motorola’s LAN/WAN systems.
• Conducted internal staff hiring and training, as well as organized scheduling duties.