Engineer Customer Service

Ziya ARAL

** ********* ***. ******, **, K*T *B*, CANADA

Phone: +1-613-***-****

e-mail: *****@******.***

BACKGROUND SUMMARY

Extensive telecom experience (having good problem solving skills, ability to work under

pressure, communication skills and to be able to work independently or as part of a virtual

team) in several work positions such as Product Verification / Validation, Database / System

Admin, Loadbuild, Marketing and Technical Assistance Service for TDM, VoATM and VoIP

platforms, at Nortel Networks (Canada, France, Turkey, USA). And mobile handheld

technologies at BlackBerry (Canada).

PROFESSIONAL EXPERIENCE

BlackBerry (formerly Research In Motion), Ottawa, ON / CANADA Dec. 2007 to Mar.2013

SW Integration Build & Branch Test Specialist Dec. 2007 to Mar.2013

Product Delivery

Triage, successfully tracked radio modem crash events for devices under development, provided

needed info to QualComm for fixing the issues. Supported DTP testing for devices under

development. Performed daily Java integrations in several branches in revision control system

Perforce. Delivered Java builds on time. Provided input and monitored builds. Performed Integration/

Regression/Smoke/Sanity testing and debugging issues on BlackBerry CDMA/EV-DO and

LTE/UMTS prototype/assembled devices, using QualComm (QXDM, QPST, etc.) and RIM/QNX

tools, Agilent, Spirent and Anritsu test equipment in Radio Lab. Tracked issues through MKS

Integrity. Designer builds done on request basis. C codes ported to new platforms using merge tools

(Perforce (P4Win/P4V), Beyond Compare and Meld), in VMware Ubuntu Linux environment.

Performed training of new co-ops. Acted as a point of contact for BlackBerry Connect to test BES

(BlackBerry Enterprise Server) builds, and BlackBerry Connect client on Windows Mobile and

Symbian mobile devices. Proven skills in cross functional team work, in Agile/Scrum teams.

NORTEL NETWORKS - Netas, Istanbul / TURKEY Feb. 2007 to Nov.2007

Team Leader, SME Feb. 2007 to Nov.2007

CoE Turkey, cVoIP Integration & Acceptance / Global Technical Assistance Centre

GTAC Team Leader role: To lead GTAC Engineers, to fix S/W and H/W issues during CS2K VoIP

softswitch installation and integration within EMEA region. To work on/assign cases to team

members in Mercury Clear Support, coordinate with Customer Primes / Project Managers and escalate

next level support (GNTS/GNPS) if necessary.

cVoIP I&A role: Generate and validate documentation for CS2K softswitch TDM/VoATM/VoIP

configurations required by customers. Provide an end-to-end solution to the customer need to be

validated in the Lab environment before being at the customer site within EMEA region.

Leading and mentoring junior engineers.

Prepared datafill of Trimodal (TDM/VoATM/VoIP) NA cVoIP Lab and supported all lab

configuration activities (ERS8600, PVG, AMS, SAM21, IEMS, CMT, SSL/SST, etc).

BSAT (Basic Sanity Acceptance Test) testcases created in Quality Center for EMEA customers.

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COMPLETEL, Paris / FRANCE Jul.2006 to Oct.2006

CS2K Engineer Jul.2006 to Oct.2006

Engineering Department

Successfully performed customer facing VoIP technical support role for Nortel Networks. Configured

and tested softswitch CS2K Core, USP (signalling point), GWC (gateway controller) and PVG (trunk

gateway) nodes for trunks connected to France Telecom.

NORTEL NETWORKS, Raleigh, NC / USA Feb.2006 to Apr.2006

Field Engineer Feb.2006 to Apr.2006

Field Operations

Technical support for Succession/CS2K, XA-Core and DMS-100. Commissioning, provisioning and

pre-inservice test of Succession/CS2K VoIP softswitch gateways and peripheral nodes (MG9K,

SMA2, SAM21, GWC, etc. for SN08) of Verizon at Philadelphia, PA and Washington, DC / USA.

NORTEL NETWORKS, Sunnyvale, CA / USA Nov. 2005 to Dec.2005

Support Engineer Nov. 2005 to Dec.2005

Succession Assisted Operations

Successfully performed customer facing mentoring and on-site assistance role during core software

upgrade (NRS) from LLT17 to SN06 and after, for Succession load for NorthwesTel at Whitehorse,

YT / Canada.

NORTEL NETWORKS, Ottawa, ON / CANADA Jan. 2000 to Aug.2005

Carrier VoIP Product Validation Engineer Mar. 2005 to Aug.2005

Carrier VoIP Platform Product Validation

Successfully performed softswitch CS2K End-to-End upgrade Carrier VoIP Platform, NRS

(AutoONP) for CS2K (XA-Core), Succession OAM devices (SESM - SSPFS, CMT, SAM21 (GWC),

CS2M, Audiocodes AMS, APS, etc) IEMS, NGSS and SDM upgrades (also fresh install and

downgrade all line/trunk gateway controllers, client and servers, inc. N240 HA Cluster Installation)

methods used for Nortel Succession IP Solution (SunOS 5.8 on Sun Netra-240 and IBM AIX on

Motorola FX Series).

Created test plans on Mercury Quality Center for tracking.

Added and set various Codec and Trunk Protocols (H.248, H.323, SIP, SIPT, etc.) to

line/trunk test traffic to ensure the test result, on Ameritec Crescendo traffic generator.

Maintained Lab by clean-up alarms before upgrades (running test cases).

CRs (Customer Report) opened for test case failures during upgrades and regression tests.

Opened CRs in Clarify to track resolution.

ATM Product Validation Engineer May 2004 to Mar.2005

Succession PT-AAL1 Validation

Succeeded End-to-End upgrade of Nortel Succession ATM PT-AAL1 Solution. NRS

(AutoONP/Abort/Bounceback) for CS2K (XA-Core), MDM upgrade, SDM upgrade, routers PP15K

and PP8600 upgrade methods used for ATM PT-AAL1 End-to-End upgrades. Panther tool used for

Legacy SPM and MG4K upgrade. AMDI, HIOP/IOP conversion for XA-Core. Lab maintenance /

alarm clean-up before upgrades, including Series II/III upgrade, Core and Peripherals patching. CRs

opened for testcase failures during upgrades and regression tests, tracked via Clarify. TCAR updated

on a daily basis during testplan execution. IT testplans approved. Test plans written and executed for

new content and features (IW SPM Deload Tool, OoS Conversion IW SPM ATM to MG4K ATM).

Worked without any supervision due to short test timeframe.

Identified Lab requirements associated with the products under test.

Researched test requirements for new feature and regression test areas,

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Created, reviewed test plans and test cases to ensure test environment,

Attended design reviews and validated design test documentation,

Executed of test cases, traced, debugged, generated reports (CRs), tracked and retested the

fixes of issues. Ameritec Crescendo (A for line, D for trunk) and Spectra (trunk) traffic

generators used during upgrades to ensure the test results.

Regression test validated and identified issues.

Validation of documentation related to functionality,

CDMA Loadbuild Engineer Sep. 2000 to Apr.2004

CDMA - Ottawa SIR Loadbuild / Design Engineering

Loadbuild prime role for CDMA Ottawa targets. Completed CDMA BTS (Base Station Transceiver

Subsystem) loads on time with high quality for customer and design community, using IBM Rational

ClearCase. Successfully built loads for CEM/RFM/MFRM/MFRM2/XCEM cards on all active/old

streams, also Flexlint for XCEM/MFRM and Legacy CSM and GURU loadbuild for XCEM/MFRM.

Supported Nortel Networks-BTC (Brazil) for TDMA loadbuild environment.

Decreased 50% loadbuild duration by written scripts with c -shell in ClearCase and Unix

environment from scratch to move from serial to parallel build, saved time.

Written SysMon (System Monitor) tool with Perl to check loadbuild environment to prev ent

any potential loadbuild failure. Loadbuild success rate increased more then 5% because of

this tool.

Written labeling (labeler) tool with shell to automate labeling process in ClearCase.

Maintained/written loadbuild and loadbuild environment perl/C-shell scripts, including

dynamic Web pages and replacing rsh (remote shell) applications with secure shell (ssh),

Prime of eBuild (Web user interface for loadbuild) deployment for all Ottawa BTS load

targets. BTS integrated with eBuild Loadbuild Framework.

TDMA Loadbuild Engineer Jan. 2000 to Sep. 2000

TDMA - Basestation Software Systems

Loadbuild prime role for TDMA Ottawa targets. Completed TDMA BTS (Base Station Transceiver

Subsystem) loads on time for customer and design community, using PLS (Product Li brary System)

and Microsoft StartVisual C++ 5.0 Developer Studio / InstallShield 5.1.

Maintained/written loadbuild and loadbuild environment perl/C-shell scripts,

Supported Nortel Networks-BTC (Brazil) for TDMA loadbuild environment.

NORTEL NETWORKS - Netas, Istanbul / TURKEY Mar. 1987 to Jan.2000

Ingres Database / System Administrator Oct. 1996 to Jan. 2000

Customer Engineering

Performed software integration of DMS (Digital Multiplex System) lo ads (Subsystem Packaging for

DMS100i on Solid VO database, including Brazil, CALA (Caribbean-Latin America), China and CIS

markets and Turkey. Back-up for Loadbuild Engineer.

Successfully upgraded all SOLID (Software Loadbuild Information DataBase) Ingres

database and Unix (HP-UX/SCO) to fix Y2K problem without any supervision, saved big

upgrade cost.

Maintained the SOLID (Software Loadbuild Information DataBase) systems (HP 9000/400 -

700 & 800s and Motorola MVME187/197).

Maintained/upgraded SOLID Ingres database.

Maintain/supported the systems (W/S, PCs, Mac's, printer/plotter, etc.) on the LAN, including

installation/upgrade of OS (Operating System) such as HP-UX 10.20, MS Windows, etc.

Ziya ARAL 14/05/2013 Page 3 of 5

Loadbuild Engineer Oct.1993 to Oct.1996

Customer Engineering

Built undatafilled loads for DMS100i on HP 9000/400 using SOLID and WSIMAGE / WSIPL for

DMS100i, including Brazil, CALA (Caribbean-Latin America), China and CIS markets) and Turkey.

Datafilled the loads on switch or HPSOS/VSOS.

Updated Feature Data Base,

Built customized VO load,

Fixed software production problems.

Marketing Engineer Oct. 1992 to Sep. 1993

Marketing Operations and Development

Prepared, developed and demonstrated Marketing Plans and Operating Plans and key objectives and

relate these to requirements for equipment & service sales. Prepared, coordinated and delivered key

technical information and value propositions of Nortel's business solutions via presentations,

workshops, technology forums, and other customer related activities to increase the knowledge and

acceptance of our business solution solutions into the Turk Telekom accounts.

Issued Marketing Research Reports.

Watched market trend.

Written Commercial Specs. for coming up products.

Marketing Engineer Jul. 1992 to Sep. 1992

Marketing Engineer-PTT Sales and Contract Admin

The primary responsibility was the response to customers’ Request For Information (RFI) and

Request For Quotation (RFQ) for PSTN in Turkey. The job also covered tender follow up activities

such as customer meeting for bid presentation and clarification, participation to contract negotiation,

and general assistance to account teams.

Winning contracts prepared for products to sell to Turk Telekom (formerly Turkish PTT).

Emergency Technical Assistance Engineer Mar. 1987 to Jun. 1992

DMS - ETAS (Emergency Technical Assistance Service)

Provided Emergency technical support for the installed base (more then 250 DMS switches) in

Turkey, worked under limited supervision and direction to analyze and correct technical problems,

under customer pressure with zero tolerance.

Driven first investigations, trouble shooting, find workaround and delivered solution to

customers,

Collected all data relevant to cases resolution (traces, logs…),

Routed cases/CSRs (Customer Service Report) to GPS (Global Product Support) teams and

followed up case progress until closure with customer,

Worked with others as a team,

Participated to the On-call rotation (24x7),

Software Updates (patches) and Upgrades (release upgrades),

Feature Demonstration for customer,

Integration and Verification for customized solutions or services,

Support to other Technical Assistance Service departments:

1. Pre-inservice Dept: Customer Acceptance tests performed and opened CSRs for testcase failures.

2. VO (Verification Office) Dept: VO Prime role for Trunk Metering. Tests executed in IS (In

Service) and NIS (Non In Service) customer switches. CSRs opened for testcase failures during

VO and tracked.

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PROGRAMMING LANGUAGES

Perl, c-shell, Perl/TK, REXX, Fortran IV, Basic, Protel, SQL, HTML

OPERATING SYSTEMS

HP and SCO Unix

Linux

Microsoft Windows

EDUCATION

B.Sc. in Electrical Engineering in Istanbul Technical University (Canadian equivalency approved by

ICAS).

High school diploma from French Lycée Saint Joseph.

LANGUAGES

French, English, Turkish

CITIZENSHIPS

Turkey and Canada

ASSOCIATIONS

Chamber of Electrical Engineers of Turkey.

REFERENCES

Available upon request.

Visa status for USA: Eligible for TN visa to work in USA (Canadian Citizen)

Ziya ARAL 14/05/2013 Page 5 of 5

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