SUMMARY:

• Principal Engineer and Technical Lead Dell EMC Networking Support
• Direct Lead for customer service escalations (L3/L4) and direct customer engagement with a span of 13 engineers in the Plano TX location. Secondary responsibility matrix encompassing operations of additional 30 engineers in four remote locations.
• Management and Technical Lead experience within Telecom and Data
• Network Operations, Technical Support, and Sales Engineering organizations.

PROFESSIONAL EXPERIENCE:

Confidential

Pre / Post Sales Engineer

Responsibilities:

• Responsible for cost model, Bill of Materials, System Design, of Proprietary VoIP deployments for correctional environments. Scope from 100k to 23M Dollars
• Last win in excess of 400M dollars expected revenue with last year’s sales to exceed 250M dollars.
• Mentor and train employees.
• Review company - wide Move/Add/Change activity for all customers. Scope from 1k to 6M Dollars
• Prepare pre-sales engineering for RFP/RFI/MAC activity.
• Serve as technical escalation point for engineering, Field Installation, and Manufacturing groups.
• Create and provide cost savings initiatives including enhanced networking designs and compression techniques.

Manager Implementation Engineering

Confidential

Responsibilities:

• Responsible for cost model and approval of company-wide Move/Add/Change activity for all customers. Scope from 1k to 3.3M
• Prepare all pre-sales engineering for RFP/RFI/MAC activity.
• Currently Prepare 3500 quotes per year and deploy/implement 450 new jobs.
• Full PNL responsibilities tied to dept. budget and sales win/loss percentages.
• Serve as technical escalation point for engineering, Field Installation, and Manufacturing groups.
• Create and provide cost savings initiatives including enhanced networking designs and compression techniques.

Data Engineer

Confidential

Responsibilities:

• Perform Move, Add, and Changes for current and incoming customers utilizing Cisco Edge router configurations and Alcatel DXC configurations.
• DS0 through DS3 troubleshooting and repair.
• Multimegabit, IAD, and TC configurations.
• Confidential system engineering and order overview.

TAC Engineer

Confidential

Responsibilities:

• Technical Support Engineer Confidential and Confidential TAC·
• Serve as final escalation point for internal and external customer issues.
• Install, Maintain, and Upgrade Alcatel 1633, 1680OGX, 1680OGM, 1640, 1648, and 1696 DWDM and ADM and Broadband DXC systems.
• Provide on-site support and telephone/remote support for any and all customer activities 24*7*365
• Act as interface from Engineering and Development groups to Field and Customer groups.
• Perform lab and field evaluations of new software features and fixes to prove suitability for network entrance for customer networks.
• Troubleshoot and correct signal interfaces from DS0 to OC192+ in order to correct network problems or configure to meet customer requirements.

Technical Support Engineer

Confidential

Responsibilities:

• Managed Vendor interface relative to all supported equipment including weekly meetings and project managing new deployments of SW and HW within Confidential network. Specifically targeting field performance issues.
• Served as final escalation point for all Confidential and Transmission system issues prior to vendor action.
• Installed, Maintained, and Upgraded Confidential systems including Tellabs 5500 Titan, 532E, 532, 531, and 530-Alcatel 1630, 1631, and 1633- DSC ECS3, CS1L, ECS1, CS1VL Confidential systems.
• Acted as interface from Engineering and implementation groups to Field and Vendor groups.
• Worked with all internal and external groups as required to maintain network uptime and ensure operational goals were met.
• Performed lab and field evaluations of new software features and fixes to determine suitability for network entrance.
• Troubleshot and corrected signal interfaces from DS0 to OC48 in order to correct network problems or configure to meet customer requirements.
• Wrote policies and procedures pertaining to the utilization of Confidential within the Confidential network.
• Developed and tested in-house procedures for field and customer utilization.
• Project managed Confidential Product Change Notification Team process and implemented standard procedures to ensure compliance per Bellcore / Telcordia specifications.
• Assisted in maintenance of 200+ networked computer environment for alarm and performance monitoring of active cross connect systems..

Confidential

Senior Manager of Technical Support, Dallas, TX

Responsibilities:

• Maintained 1M+ accounts for the Ameritech Residential Voice Mail Network systems at all levels.
• Provided interface from Engineering to Sales, Support, and ELU for all aspects of the account.
• Project managed all new installation, repair, upgrade, and field verification activity within scope of responsibility.
• Worked on equipment including but not limited to: Octel Voice Messaging systems- XC1000, Sierra, Overture 250, Sierra Cluster systems, Various channel banks, Lorain Systems, ADC interconnect systems, Redcom Front End Switching systems, VMX 3 and 5000 voice mail systems, Various makes of CSU/DSU and sub rate equipment, DS0, DS1, and DS3 test installation and turn-up equipment. Rockwell 3003 MUX, Tellabs DXC equipment.
• Upgrades to Electronic Data Systems (EDS) sites over a two year period. Upgrades ranged from simple menu driven SW upgrade to more complex Unix driven load balances with complete HW change out of $1,000,000 systems performed on-site under customer pressure.
• Installed, Upgraded, and maintained all Ameritech, EDS and other customer equipment within a 400 mile radius of Indianapolis.
• Worked in concert with all local vendors to ensure timely turn-up and access of service to all customers.