PROFILE
Experienced engineer in the telecommunications, electrical and electronic and data industries. Skilled manager and team leader with excellent people skills specializing in product engineering, project management, hardware application engineering, field installation, and technical customer & sales support. Recognized subject matter expert in UNIX-based network management systems. Customer based professional, who develops trust, long lasting relationships and achieves results.

EXPERIENCE
Maintenance Network Analyst III, Confidential O'Fallon, MO 2003-2011
Entrusted with the chronic issues on off-net circuits issues as a result of exceptional ability to promptly resolve concerns and satisfy customers. Previously monitored tw telecom networks and coordinated resolution of network and customer outages using field operation technicians, NOC Engineers, and off network providers.

• Recognized as subject matter expert in TDM, SONET, ATM, Frame Relay Circuits, Internet architecture, DNS plus direct knowledge of Add Drop Multiplexers, Routers, ATM Switches, and Integrated Access Devices. Expert at testing all level of circuits using Remedy and other testing tools.
• Increased customer satisfaction by providing leadership in resolution of network or customer outages using Network Management Systems, Field Operation's technicians, NOC Engineers, and LECs/IXCs, documenting actions in a trouble ticket system.

Senior Network Consultant, Confidential Bridgeton, MO 2000-2003
Trusted with the account responsibility with emerging and established CLEC, LEC, ISPs. Account support was enhanced by my ability to provided technical product support (SONET, ATM, TCP/IP, Frame Relay, and X.25, Wireless), project plan development and execution.

• Subject matter expert in UNIX-based NMS. Acknowledged as key technical support in submission of $400 million in proposals submitted by Managed Services sales group. Answered RFIs and RFP's.
• Managed $100 million in new business.
• Facilitated and performed customer site product selection, evaluation and standardization testing (Wireless 802.11, SONET, ATM, TCP/IP, Frame Relay, and X.25).
• Supported network solutions proposals and technical presentations. Selected to manage all customers technical and network design issues.

Confidential, Richardson, TX 1994-2000
System Engineer III (Sales Engineer) 1997-2000
Responsible for Confidential with secondary account responsibility for QWest and Ameritech.

• Recognized by customer and account management as key liaison and strategic business partner.
• Effectively provided technical product support (SONET & ATM).
• Facilitated and performed customer site product evaluation and standardization testing (SONET & ATM).
• Subject matter expert in UNIX-based Network Management System for SONET and ATM product line.
• Managed customer technical issues, working in department cross-functional environments and supported the sales account manager.
• Assisted in providing customer knowledge input in developing proposals and answered RFIs/RFPs in support of the sales effort. This resulted in $70 Million new ATM switch sales.

Technical Assistance Engineer 1995-1997
Provided pre and post sales support to distributors and end users of ISDN and Broadband ISDN (ATM) Networks and NMS. Solved complex problems and provided emergency recovery support for ISDN, and FETEX-150 Broadband ISDN (ATM) Network outages.

• Advised and consulted with design engineers on technical problems and design deficiencies as reported from the field, resulting in an 80% increase in customer satisfaction.
• Entrusted as cultural liaison to Japanese subject matter experts providing Alpha testing (QC) and Beta field trial support for all ISDN products for Bell Atlantic, Fujitsu's principal ISDN customer.
• Key member of team responsible for planning and implementing First Office Applications (FOA) of new products (hardware and/or software). Resulted in implementation of the North Carolina Information Highway. This was the first commercial application of ATM in the United States $150M increase in sales.

Process Development Engineer 1994-1995
Developed and managed the process for day-to-day resolution of issues between customer engineering, manufacturing, installation and outside customers. Developed engineering standards and procedures for Broadband ISDN (ATM) customer engineering.

• Developed and managed Job Information Memorandum (JIM) databases, using Paradox database manager, which reduced problem resolution time from 60 days to 10 days.
• Increased efficiency and consistency of Customer Engineering Department by:
• Provided trend analysis relating to JIM resolution, customer service request, software trouble reports and problem management reports.
• Developed and published procedures and standards for Customer Engineering.

Confidential. RESEARCH TRIANGLE PARK, NC 1985-1993
Senior Marketing Specialist 1990-1993

• Led and supported the development of the DMS-10/100 Stock Remote Program.
• Provided timely and accurate quotations that supported engineering and scheduling functions.
• Created a packaged switch system for ready installation onsite that increased Stock Remote market share and revenue by $100 million.
• Supported Regional Sales account management by presenting Stock Remote Program to DMS-10/100 customers leading to increased sales and customer knowledge.

Project Engineer 1989-1990

• Developed and implemented an Action Center to resolve issues between Equipment Application Engineering, Manufacturing and Installation departments which resulted in a minimum savings exceeding $1.2 million/year.

Equipment Application Engineer 1987-1989

• Created Manufacturing and Installation job specifications from Customer Input documents and wrote job specifications using IBM mainframe computer based (CMS) system.

Field Installation Supervisor 1985-1987

• Managed site installation and planning for all equipment for Northern Indiana, Illinois, and Wisconsin 50 direct reports.

Field Installer 1985-1985

• Served as In-Charge Installer on site, supervised Hardware Testing and Operational Testing of both Nortel Networks and vendor equipment.

EDUCATION

• Two years - Business Management Major
• Completed Program in Electronics Engineering Technology
• Two years - Industrial Electronics course work
• Virtual MBA - Career experience and corporate training

Skills
Main Frame: IBM (CMS, REX interface)
PC: Frame Maker, Excel, Ami Pro, Paradox, Word, Power Point, and Visio
HP: ME-10 CAD, HP Open-view
SUN: Solaris System Administration, UNIX
Remedy ticketing system, REACT circuit testing tool