Technical Support Engineer

ANH QUACH

*** ***** **, ******, ** ***** + 781-***-**** +

*****.***@*****.***.***

EDUCATION

Northeastern University, Boston, MA

M.S. in Telecommunication System Management

Related courses: Data Networking, Telecom Architecture and Systems, IP

Telephony, Financial Telecommunication Convergence, Accounting and

Managerial Decision Making, Telecommunication Public Policy and Business

Management

GPA: 3.95

Bunker Hill Community College, Boston, MA

A.A. in Business Administration

Posts and Telecommunications Institute of Technology, Saigon, Vietnam

B.S. in Electronics - Telecommunications

PROFESSIONAL SKILLS AND QUALIFICATIONS

. Systems: Avaya, Ericsson, IVR, CTI, CMS, Voicemail, ACD, Polycom

. Data networking, TCP/IP, ISDN, E&M, T, E1

. Network security: IPsec, SSL, TLS, cryptography, RSA, WPA, AES

. Programming languages: HTML, Javascript, C, SQL, Visual Basic,

database

. Media source processing: Audio/video codecs, speech coding

. SIP, H.323, IMS, VoIP, IP Telephony (Media Servers & Media Gateway)

. Transmission technologies: SONET, SDH, ISDN, CDMA, TDMA, Wireless

LAN

. Traffic calculation, Erlangs B, Poisson, SS7

. Problem solving/ Decision Making

. Client relation developing/Professional communication delivering

. Project managing, Multi-tasking

RELATED EXPERIENCE

Bunker Hill Community College, Boston, MA

Jan. 2009 - May 2009

Math and Economics tutor

. Tutored college students in Math and Economics

Lacviet Computer Company, Saigon, Vietnam Oct.

2004 - Nov. 2006

Telecom group leader, Integrated System Consulting Department

. Consulted companies and clients on telecommunication and

surveillance systems

. Designed and installed PBX systems including dial plan, call

routing, ACD, Voicemail, and billing systems (Ericsson's BP250)

. Delivered 24 hour technical support on site and remotely to a

variety of clients ranging from academy, hospitality, and the

manufacturing and service companies

. Participated in many product training courses of Ericsson, Alcatel,

and Cisco

. Led highly regarded projects to be utilized by: Palm Garden 5-star

resort, Saigon - Quangbinh 4-star hotel, Bluescope Steel Vietnam

SunIvy VN Company (Avaya's business partner), Saigon, Vietnam

Jun. 2003 - Aug. 2004

Technical support engineer

. Installed and maintained Avaya-PBX system

. Provided 24 hour technical support for Avaya, Polycom, and ACD

. Gained and utilized knowledge of Avaya, IVR

. Performed ACD, Voicemail, and PBX-related maintenance for Call

Center 1080 (in Vietnam), Ernst & Young VN, Citibank VN, Prudential

VN, Renaissance hotel, Victoria Cantho hotel

REFERENCE

Peter O'Reilly, Director of Telecommunication System Management Program,

Northeastern University

Tel: 617-***-****

Fax: 617-***-****

Email: ********@***.***.***

Rajiv Shridhar, Professor at Northeastern University

Phone:617-***-****

Email: *.********@***.***

Pennel Lori, Director of Tutoring & Academic Support Center, Bunker Hill

C.C.

Phone: 617-***-****

Email: *******@****.****.***

Dung Tran, Head of Technical Department, Lacviet Computer Corporation,

Vietnam

Phone: (84)-83-842.3333

Email: *****@*******.***.**

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