Customer Service Engineer
Resume:
Richard Anthony Kow
Lawrenceville, GA. 30046
H: 770-***-****
M: 770-***-****
acphfb@r.postjobfree.com
www.linkedin.com/pub/richard-kow/10/6a0/991
OBJECTIVE: A challenging position in the field of IP/Telecom/ Data
Communication and Computer Information to utilize my work experience and my
educational background.
Summary
Telecommunications Engineer professional with experience providing
technical professional services in analyzing and resolving problems in the
GSM/UMTS/LTE Core Networks. I am a dedicated person, who is eager to learn
and a team oriented member with the responsibility of ensuring that
information is gathered for resolution of system software and hardware
problems, making quality independent judgments using my extensive technical
knowledge. Delivered answers, analysis and resolution of technical problems
related to the installation, testing and operation of GSM/UMTS/LTE Core
product. I have experience with GSM, UMTS and LTE networks with hands on
experience with SGSN/MME, GGSN while always putting the customer's networks
and systems first for quality of performance with customer satisfaction as
the ultimate goal.
Core Competencies
S/W, H/W Upgrades Commissioning, Integration Data Configuration and
Acceptance Testing of SGSN/MME
Good knowledge of packet network interfaces (Gb, Gn, Gr, Gi, S1, S3_S16,
S4, S6, S10, S11, SGs and Sigtran)
Packet Core H/W: SGSN/MME MKIV, MKVI and MKVI+, MKVIII Support
Packet Core S/W: R5/R7/R8/2009A/2011B/2013A
Telecom Element management Software, Citrix, OSS, PXM, PDM, GIS/GSS server
PDC KPI reporting, Business Objects KPI reporting
Technical Proficiencies
O/S DOS, Windows NT, Windows XP/Vista, UNIX, Sun Solaris
Application knowledge on MS Office (Word, Excel, Access and PowerPoint)
Tools include Tektronix K15, Wireshark and hardware knowledge on PC/Network
troubleshooting
Work Experience
Ericsson Inc. - Atlanta, GA
October 12 - May 14
Service Professional Packet Core
A member of the professional services packet core integration team,
responsible for rollout execution of interface conversion on SGSN/MME
packet nodes for VoLTE network. Accomplished tasks and responsibilities
included S4 conversions required for backward compatibility between 3G((4G
for handovers and circuit switch fall back.
Performed execution of node isolation's within pooled environment, H/W, S/W
upgrades, e2e interface testing and call testing performance. Provide
analysis of data and issue recommendations to improve the customer's
network performance.
Ericsson Inc. - Atlanta, GA
April 09 - October 12
CND Engineer Services Packet Core
A team member of the Core Network Design group with key responsibilities in
providing professional services that includes creating technical design
scripts for new and existing GSM/UMTS/LTE packet nodes. Provide ongoing
support for integration team implementing delivered design script for
packet nodes. Other duties that are included but not limited are
configuring, integrating, verification and troubleshooting of s/w for
different nodes and solutions in the customer's new networks and lab
environment. Provide ongoing customer support throughout implementation
process in order to meet the customer's expectations. Attend and
participate in customer meetings for specific solutions to their network
needs.
Ericsson Inc. - San Juan, Puerto Rico
December 08 - April 09
Packet Core Consultant
Performance and responsibilities includes optimization and O&M task over
the SGSN/GGSN GPRS Core networks. This consists of troubleshooting
activities and providing technical resolutions for general maintenance
inquires to revenue service effecting issues. Provide statistical analysis
for the SGSN/GGSN according to the customer's requests for network
optimization services. Support the customer in defining Key Performance
Indicators for the SGSN/GGSN. Create and provide GPRS statistical counter
reports utilizing KPI reporting tools for continuous monitoring of the
customers network. Provide analysis of data and issue recommendations to
improve the customer's network performance.
AT&T Mobility Inc. - Atlanta,
GA. January 08 - November 08
Network Engineer
Responsibilities included providing nationwide network support for Ericsson
Core Platform 2G/3G SGSN. This consists of troubleshooting activities and
providing technical resolutions in a support solution environment for
general maintenance inquires to revenue service effecting issues. Provide
technical support of chronic to critical issues for local markets and
network operation centers throughout the nation. Assist in network
reliability audits and optimization services for KPI performance monitoring
along with health checks to improve quality of service to the end users.
Participate in projects based on platforms and assist with upgrades.
Ericsson Inc. - Mexico City,
Mexico July 07 -
January 08
NC Architect Consultant
Performance and responsibilities included implementation of packet switch
UMTS network over IP backbone for the customer's existing dual packet
switch node. Consultation and recommendations for design creation of packet
switch network and designed documents for the customer to implement new
Iu/IP network. Assist customer with updates of their design documents of
their network. Worked with integration team to incorporate new 3G data
service into end user's network. General performances include GPRS/UMTS
optimization service for KPI performance monitoring and health checks to
improve quality of service to the end users. Provided customer support
activities of their packet switch network.
Ericsson Inc. - Atlanta,
GA.
February 06 - May 07
Core Packet O&M Consultant
Provided Operations and Maintenance for the Ericsson Core Packet platforms,
End to end integration of new SGSN to RNC. Integrated Ericsson RNC/RXI and
Node-B. Troubleshooting activities consists of end to end testing with
multi vendor products, DNS, Radius Server, HLR, ATM transport, RNC and Node
B. Node configuration, hardware issues, preventive maintenance and system
administration. This consists of daily, weekly, and monthly operational
procedures, hardware maintenance, and local connectivity troubleshooting of
the core packet switch and GPRS Installation Server (GIS). Software
maintenance, which includes loading emergency corrections, ACA's and S/W
upgrades to the packet switch and GIS. Performing these duties requires
extensive knowledge of UNIX, Networking, Routers, TCP/IP and Database
System.
Cingular Wireless - Atlanta,
GA. July 04 -
January 06
Core Packet Data Platform Manager
Provided Operations and Maintenance for the SGSN platforms, integration of
new SGSN's, troubleshoot connectivity, configuration, hardware issues,
preventive maintenance and system administration. This consists of daily,
weekly, and monthly operational procedures, hardware maintenance, and local
connectivity troubleshooting of the SGSN's and GPRS Installation Server
(GIS). Software maintenance, which includes loading emergency corrections,
ACA's and S/W upgrades to the SGSN's and GIS. Performing these duties
requires extensive knowledge of UNIX, Networking, Routers, TCP/IP and
Database System.
Knowledge of GPRS Technology and Network
General knowledge of network diagram showing MS, BTS, BSC, SGSN, GGSN, and
Internet
Knowledge of the different interfaces (Abis, Gb, Gn, Gr, Gi) and which
nodes they connect too
Knowledge of Cingular GPRS Network pertaining to the SGSN's including the
GIS servers, Cisco 7609 routers and ATM backbone. Knowledge of Gb/IP link
structure, DLCI, NSVC and NSEI numbering relationship.
Knowledge of SGSN Hardware
SGSN magazine and board locations
Location of IBxx (Gb) boards
Location of GPBs and FSBs (NCBs)
Location of SS7 Boards
Location and function of PEBs.
Preventive Maintenance and Daily Tasks
Daily Tasks - Node Health Check
Weekly Tasks - Verify that automatic Software Checkpoints are happening
weekly.
Quarterly Tasks - Perform Node backup to GIS server
Log into the SGSN via CLI (via the GIS server)
Location of Performance Job log files
Location of alarm and event log files and other troubleshooting files
(isp.log, ncl.log, etc.)
and view Gb and node configuration parameters.
Locate and understand mapping of the GB and Gr links in the local DSX
Understand the origination of the Gb links in the BSC (PCU/RPPs, ETC-155)
Address alarm clearing and configuration setups for the SGSN through
interface with PXM or CLI.
Set up the Tektronix/Ethereal network analyzer to monitor Gb, Gn and Gr
links.
Identify the links and T1 Fractions in the SGSN (PXM) or (CLI ) and map
those to the appropriate DSX ports and timeslots for monitoring.
Login and startup the INET monitor application for Gb, Gr, and Gn links.
Ericsson Inc. - Atlanta,
GA.
March 99 - January 03
Technical Support Engineer
Provided technical support to various wireless mobile operators that
utilize the TDMA/GSM system. My primary responsibilities were to provide
technical resolutions for clients that called in a support center
environment for general maintenance inquires to revenue service effecting
issues. This includes trouble shooting of Unix billing platform system
Tandem AS/400 (APG), IOG, TDMA/GSM MSC and Base Stations that are in
operation and active. The installation of emergency software corrections,
patches and onsite system software upgrades. Maintained frequent contact
with wireless operator support organization. In addition, proposed
recommendations on fault analysis and the improvement of network
performance.
Have developed competence in the following areas:
Loading Software Packages and performing Software Upgrades
Function Changes (CP, IOG, APG)
Hardware and Software Audits and Acceptance
Memory Audits and Expansion
CPT and Test System
Lifeline Testing and Training
Roaming
IO interface / Billing / CDR (APG, IOG)
Network Synchronization Faults
MSC/HLR call path/delivery problems
SS7 Signaling Faults
Voice quality issues
GPRS support (Tigris, Ericsson SGSN)
CALEA
Authentication
Trouble Report Handling and Management
Certification Training
GSM System Survey, GSM RBS 2000 Maintenance,
TDMA-GSM Data Translations, CMS 8800 Abridge Installation Testing,
CMS 8800 O&M, RBS 884-1900 Macro O&M,
AXE Software, Call Path Training,
Integrity Verities Volume Manager and File System Administration,
Integrity S400 System Configuration and Administration,
Customer Service Professionalism Business Training
Ericsson Inc. - Dallas,
TX.
March 98 - March 99
Networks Operation Technician
Performed day to day operations that required operating and monitoring
TDMA/GSM network elements. Maintenance and providing tasks are conducted
for each network element. Responsible for acknowledging and responding to
alarms on the network according to established procedures. Conduct calls
outs to customer on alarm issues within the network. Respond to emergency
call outs from customers with outage issues. Generate trouble tickets for
customers and network faults. In addition, maintained and updated records
for the network operations center.
Certification Training
TDMA Survey, GSM Survey, Ericsson AXE Surveillance, Basic Telephony
Systech Retail Systems - Dallas,
TX. May 96 - March
98
Field Service Representative
Provided on site technical service. Install and maintain front-end PC,
printers and remote PC communication products for point of sale systems.
Troubleshooting activities are performed on hardware and software level.
Implement engineering field changes on hardware configurations and
installations. Perform system maintenance activities on software and
provide help desk customer support.
Fujitsu Customer Service - ICL - Dallas,
TX. December 93 - May 96
Customer Field Engineer (March 95 - May 96)
Provided on site technical support for point of sale systems. Installed and
maintained front-end PC, printers and remote PC communication products for
point of sale systems. Performed system maintenance on hardware and
software equipment. Provided help desk customer support and coordinated
logistics for assigned customer sites.
Hardware Technician (December 93 - March 95)
Repaired minicomputers and communication interface units for Fujitsu
distribution products. Performed modem line tests on Fujitsu products.
Troubleshooting activities were down to component level.
Education
DeVry Institute of Technology Atlanta, GA.
Associate of Applied Science in Electronics Technology
Reference:
Ericsson Engineer Mgr Dallas, TX.
Lars Lovnander
Email: acphfb@r.postjobfree.com
Ericsson Engineer Mgr Montreal, CA.
Adrian Gilli
Email: acphfb@r.postjobfree.com
Ericsson Lead Engineer/Mgr Montreal, CA.
Abdelkader Dhimi
Email: acphfb@r.postjobfree.com
Ericsson Packet Core Engineer Dallas, TX.
Jose Davila
Email: acphfb@r.postjobfree.com
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