Customer Service Engineer

Greg Daughenbaugh

Gainesville ( Georgia

678-***-**** ( ****@************.***

Professional experience

Senior Product Support Engineer

Movius Corporation/Glenayre Inc. Atlanta, Georgia

January 1999 - June 2009

. Responsible for the complete technical support of premium service

level customers. This included ticket resolution, software and

hardware upgrades, system and application monitoring, configuration

management, and new product implementation.

. Applied proven troubleshooting techniques to resolve or reproduce

reported customer issues on Linux based voice mail and unified

messaging platforms.

. Worked with the software verification group and sustaining engineering

when further investigation and detailed technical information was

required to resolved customer issues.

. Developed technical solutions to assist Tier 1 support engineers,

customers and field installation personnel in the troubleshooting,

installation and configuration of these Movius product lines: System

Management Unit (SMU), Voice Messaging Platform (ICE), Fax database

server and Next Generation Message Store (NGMS).

. Implemented Server level monitoring tool (Nagios) on all major

customer accounts to reduce server and system outages by monitoring

application, database and OS processes.

. Developed the installation, configuration and quality control testing

procedures for these third party interfaces including the Digi 32 port

terminal server, InReach 20 port terminal server, Cisco 2924 and 2950

network switches and the Dot Hill RAID Database platform.

. Supported and crossed trained Tier 1 customer support engineers.

. Utilized change management and trouble ticketing to ensure the timely

resolution of customer issues and product improvements.

. Designed, implemented and maintained the customer support lab.

. Reviewed and updated core technical documentation on supported product

lines.

Senior Customer Service Engineer

Glenayre Inc. Atlanta, Georgia

December 1989 - January 1999

. Tier 2 level support engineer for the GL3000 paging terminal.

. Field Installation Support Engineer for the GL3000 series paging

terminal.

. Supported C level customer database migration tool that converted and

migrated competing manufactures subscriber databases over a PC based

serial interface.

. Developed PcPlus GUI interface to simplify the implementation of

software patches by the customer service team and our customer's

technicians.

. Designed, implemented and maintained the customer support lab.

. Created & Proofread System Installation Documentation.

Systems Test Engineer

BBL Industries Atlanta, Georgia

February 1985 - December 1989

. Performed module and system level troubleshooting, repair and testing

of a multiprocessor based paging terminal.

. Board level testing and repair of Z80 and Z8000 microprocessor based

circuit boards that composed each module.

. Developed quality control testing procedure for the Mobile Interface

Control panel.

. Assisted hardware engineering and documentation in the update of board

level and system level schematics

education

DeVry Institute of Technology Atlanta Georgia

October 1980 - October 1983

Bachelor of Science Electronic Engineering Technology

Full tuition scholarship recipient.

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