Team Lead / Technical Support Senior Engineer Resume

SUMMARY

Customer - focused Technology Leader and Project Management professional who delivers superior results in leading teams supporting global accounts within the telecom and electronics industries.
Experienced Engineer capable of leading large-scale deployments engaging technical teams and allocating resources to consistently deliver on expectations.
Strong Operations and Team Leadership skilled in UNIX, Windows, iOS, VoIP, SIP, TDM, Rdb, Contact Center, and Customer Relationship Management (CRM).

TECHNICAL SKILLS

UNIX (Solaris/Linux), Windows, and Apple Macintosh operating systems
Hardware and software diagnostic skills
IVR technology Telephony, Speech, Databases, network design and diagnostics
MS Office tools for reports, data collection and analysis, quotations, presentations
Lean Six Sigma Green Belt in Training

PROFESSIONAL EXPERIENCE

Confidential

Team Lead / Technical Support Senior Engineer

Responsibilities:

Assisted managing a team of Product Support Specialists in the support of Confidential 's Interactive Voice Response system (IVR) product
Served as Interim Field Operations Manager for four years providing leadership in both technical and nontechnical areas employee growth, Knowledge Centered Support (KCS) Mentor, and many managerial roles.
Collaborated with senior leadership (internal and external) on mission critical deployments, operational issues and planning.
Provided support on customer's technical issues in UC, CC, IVR, Telco TDM and VoIP/SIP, applications, backend databases, hardware and OS (Solaris UNIX, RHEL, Windows desktop and server ) and networking.

Confidential

Technical Lead / Business Ops / GbiT

Responsibilities:

Delivered high quality pre- & post-sales support, project management, on-site and remote presentations, quotes, Statements of Work.
Ensured productivity by developing training requirements and presenting material to new engineers and customers.
Created detailed Methods of Procedures for tasks needed by in-house Field Engineers to perform effectively.
Successfully participated in Lean Six Sigma training, Green Belt in Training (GBiT).

Confidential

Systems Manager / Senior PWB Designer

Responsibilities:

Provided support at the system and end-user level for electrical design automation applications with emphasis on the Mentor Graphics platform.
Redesigned production methods which enhanced productivity yielding an 80% reduction in turnaround time as well as significant improvements of providing quality and reduced rejects.
Actively developed application programs, provided technical support to end users, lead the development, integration, and implementation of design automation tools as well as an automated tooling system.
Responsible for the day-to-day maintenance of both hardware and software systems and collaborated with technical vendors.
Group Leader of Systems Support responsible for direct licensee support (both remote & onsite), training, software distribution, packaging, and applications software.