Application Support Engineer US

TECHNICAL SUPPORT/NETWORK OPERATIONS/TEST ENGINEER

Results-driven and well-organized Technical Professional known for resourcefulness and creativity. Versatile customer service oriented team player with the ability to manage multi-line telephone systems; interacts with all levels of professionals. Expertise in software and hardware testing and set-up of mobile devises.

COMPETENCIES INCLUDE

Testing & Evaluation New Hardware/Software Startup
Customer Support Troubleshooting
Physical Security & Theft Prevention Wireless Network Support

EDUCATION - SPECIAL TRAINING AND CERTIFICATIONS
Confidential,

1986-1990
High School Diploma

Confidential,

1991—1995
Major – Business Management

PROFESSIONAL EXPERIENCE

M*Modal/Application Support Engineer

Confidential,

MD February, 2011 – October, 2012

Respond to support requests from clients, internal customers and vendors, via phone, email and chat.
Identify issues and rapidly assess severity level of support requests dealing with medical transcription services.
Triage technical issues, performing defined diagnostic functions.
Quickly resolve software problems through troubleshooting, working with the client and escalating to Senior Technical Support Engineers, Testing, Product Management and Development when appropriate.
Ensure Customer Service Levels are achieved.
Maintain status of issues in incident tracking system and perform appropriate follow-up on escalated issues.
Participate in new product rollouts, testing, documentation and operational improvement projects.
Convey customer, internal users and other feedback to appropriate functions such as Current Engineering, Product Development and Testing.

Customer Account Executive
Confidential,
MD June, 2010 – February, 2011

Receive high volume of calls in a 24/7 (NOC) Technical Support environment which include subscribers to cable, high-speed internet, and digital voice.
Resolve complex data problems that involve local network issues, email issues, modem issues, cable box issues, wireless router issues, and other company owned equipment/and or software configurations.
Work with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.
Perform ticket escalations as needed for repair of cable, high-speed internet, and digital voice issues which are assigned to technicians using Remedy ticket system.
Handle all billing inquiries including accepting payments for current and past due bills on customer accounts.
Perform initial installation set up for new cable, internet, and digital voice service for customers.
Perform changes of service (upgrades/downgrades) on existing customer accounts for cable, high-speed internet, and digital voice.
Inform customers of new products and changes in service as needed.
Meet and exceed required sales goals for new and existing customers.
Provide all pertinent information to customers and document it using the appropriate call-tracking system to ensure first contact resolution.

Security Officer
Confidential,
MD April, 2008 – December, 2009

Monitor 900 video surveillance cameras to maintain safety and security
Train new agents on required duties via written, verbal or role play.
Skilled in identifying and resolving safety and security issues
Prepare detailed reports on hotel safety and security.
Dispatch EMS, fire, and police personnel to hotel locations.
First Responder in medical emergencies and hotel evacuations

Wireless Field Engineer/
Confidential,
MD March, 2007 – March, 2008

Performed audio and data quality testing on handsets for carriers such as AT&T, T-Mobile, and Cellular South.
Performed 2G/3G lab speech and mobile data testing to determine quality of handsets.
Performed hardware/software set and upgrades of mobile devices
Conduced troubleshooting on wiring, handset adapters and handset devices.
Performed post processing of test data and provided written reports to customers
Provided testing and quality improvement recommendations to customers

Test and Commissioning Engineer
VA April, 2005 – February, 2007

Tested and commissioned equipment and software associated with the Geometrix E911 location system.
Approved cell site data provided by Site Survey and Installation teams.
Analyzed Radio Frequency data and provided solutions for test failures.
Determined drive test routes for E-911 accuracy testing
Performed accuracy testing to confirm FCC E-911 Phase II compliance.
Used GSM (Global System Mobile) network data to confirm proper routing of GSM E-911 test calls.
Performed all router, T1, and WLS (Wireless Location Sensor) troubleshooting.

Associate Network Consultant/ Confidential,

Irving, TX February, 2001 - January, 2004

Managed Scoreboard drive-testing and operations for 10-15 drive-test teams.
Provided oversight of data collection for IS136 technology
Prepared daily drive maps; organized team meetings and reviewed previous day’s drive-test
Performed equipment maintenance and testing for all drive-test teams.
Performed all troubleshooting concerning routers and T1s for customer cell sites and for field test teams in a 24x7 NOC environment.
Used remedy ticket to track progress of troubleshooting process from beginning to end.

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