Engineer Technical Support

Robert P. Hos

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

**** ***** **. ****** ******, Apt. 203 • Naperville, Illinois 60563 • 708-***-****

A multi-faceted and highly-adaptable IT engineer with extensive troubleshooting experience, computer

skills and systems support expertise. Excellent communicator in working and collaborating with other

departments to achieve uniform goals and objectives. Seeking to utilize skills and expertise in a

challenging new position within a progressive organization.

SUMMARY

Technical Expertise: Extensive experience in a multitude of technical/ customer support roles with a

proven ability to quickly adapt to new processes and technologies in a fast-paced, deadline-driven

environment. Successful record in project management, system development, training, system testing and

troubleshooting, installation and upgrade coordination as well as network security and process

improvements. Develop proficiency in resolving technical issues and unique situations through root cause

analysis, resulting in consistent customer satisfaction. Vast expertise of industry products and protocols,

while working with diverse networks, servers, software, hardware and peripherals.

Operational Efficiency: Dynamic, results-oriented professional; prepared to go above and beyond the

call of duty to ensure organizational goals are met. Effectively manage multiple projects with strict

adherence to deadlines and corporate standards. Remain focused on optimizing productivity while

maintaining the corporate m ission . Drive initiatives and lead complex technical projects in order to

minimize customer impact, improve network reliability quality of customer experience and ensure

client retention. Skilled decision maker; able to anticipate p otential conflicts and bring to prompt

resolution. Constant eye on performance and areas for improvement to achieve optimum results.

• IT Systems Integration dministration • Back-End Infrastructure • Deployments/Upgrades

• Backup/Compliance A • Cross-Training Ability • Enterprise Technology

• Disaster Recovery • Operational Enhancements • Platform Migrations

PROFESSIONAL ACCUVANT Denver. Colorado 06/2012 to 10/2012

HIGHLIGHTS Network Security Consultant

• Utilize extensive IT /telecommunications expertise to perform complex

• installations and conversions of network/ data security and firewall protection

technologies, transitioning customers from legacy systems to enhanced McAfee

solutions. Cisco WAN/LAN,VPN, TCP/IP, routing, switching, DNS,DHCP, VOIP,

data and wireess and QoS.

• Travel to commercial customer locations throughout the United States to

facilitate the implementation of new security solutions offering improved data

security pertaining to web access, email gateways and network infrastructures.

• Configure and repair existing networks to ensure seamless integration and full

functionality of new software throughout the entire network infrastructure.

• Educate customers on software utilization and troubleshooting.

KONNECTICOM Los Angeles. California 12/2011 to 06/2012

Remote Contractor

• Appointed to a multi-functional role servicing one of the organization's key

accounts (Sprint) and serving as part of the technical arm for Ericsson.

• Charged with monitoring four central offices and managing testing efforts for the

integration of Sprint's LTE network and cellular backbone.T1,DSx,OCx, LDAP.

• Testing functions included system core, fiberI copper wire and component testing.

• Led the design and configuration of enhanced 4G network components as well as

the construction of test circuitry and the development of reports/test plans.

• Worked in conjunction with various equipment vendors to ensure interoperability

of components operating across network. LTE,DHCP, SNMP, QoS and wireless.

APEX SYSTEMS Charlotte. North Carolina 04/2011 to 11/2011

Remote Network Designer/Tester

• Contracted to Wells Fargo to facilitate the conversion of the company's Avaya

PBX system to a full scale Cisco VoiP solution which included new system design

and testing efforts.

• Served as an Cisco designers to ensure system met the specific needs of the financial

advocate for institution.

Wells Fargo • Developed test plans and coordinated testing procedures; configured incoming

while and outgoing remote access to the network and test probes.

collaborating • Conducted comprehensive cost analysis and equipment comparisons to identify

closely with the most cost-effective solutions available.

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Robert P. Hos

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IBM Dubuque. Eowa 09/2009 tNetwork Security

Subject Matter I xpert (SME), o 11/2010

• SME in Network Security accountable for the initial development of a Test

Remediation Lab.

• Spearheaded the new facility design and construction; established and

implemented operating policies, procedures and compliance standards.

• Served as on-site backup technical support for all VoiP issues; managed all

incident remediation operations throughout development to prevent data loss.

• Appointed to a lead position due to extensive routing/ switching expertise and

integration knowledge regarding McAfee and other network security solutions.

• Additional responsibilities included setting up and configuring new security

solutions in diverse customer environments in addition to managing consoles.

• Remediated viral intrusions on customer systems; performed,root cause analysis

to identify and rectify core issues.

CATERPILLAR Aurora. Illinois 08/2007 to 04/2009

Team Lead/Assembly Line Technician

• Recognized as the plant's SME regarding IT issues impacting manufacturing and

assembly operations.

• Instrumental in an extensive infrastructure rework project encompassing internal

computers, automated machinery and telephony equipment.

• Participated in the development of an IT topology used to interconnect automated

machine complexes and CNC machines together within a managed network.

• Key member of team charged with leading operations across multiple high

speed assembly lines; directed the staging and routing of finished

materials/ equipment from the fabrication phase through quality assurance and

final paint checks.

• Coordinated raw material handling schedules; identified areas in need of

enhancement and provided recommendations for process improvements.

Collaborated closely with internal engineering groups to identify best practices for

streamlining production efforts; conceptualized multiple carrier systems to more

effectivelyI safely transport finished materials to assembly staging areas.

• Facilitated training and provided ongoing mentorship to staff regarding

compliance with operational procedures and safety guidelines.

TELLABS OPERATIONS, INC. Naperville. Illinois 10/1996 to 05/ 2007

Senior Technical Support Engineer

• Accountable for the provisioning of advanced, multi-tier level (engineering and

development) support and troubleshooting for a wide range of Tellabs

telecommunications products including 53X/55500, 6500/71xx fiber switches, 3100

echo, 88xx data and 23xx cable telephony products.

• Conducted site surveys to identify, repair, troubleshoot and provide enhancement

recommendations pertaining to diverse connections (facility, equipment,

main/intermediate distribution frame, d-mark and wiring rack).

• Utilized various types of testing equipment and methodologies to perform remote

and on-site testing of facility and end-to-end networks.

• Ran, connected and tested new cabling (fiber optic/ copper) for customers;

terminated and removed old cabling.

• Identified more effective troubleshooting/issue isolation techniques through

frequent interface with equipment manufacturers.

• Developed an extensive proficiency in circuitry (voice/ data) and equipment

testing processes, router/switch configuration, circuit setups and translations as

well as data transmissions.

• Configured, tested and verified conditioning of lines/trunks connecting switches

and PBX systems, ensuring functionality was in line with customer specifications.

• Utilized a variety of vendor call monitoring systems (Avaya, Cisco and Nortel)

to streamline remote and local system support procedures.

• Performed trunking/routing translations and end-to-end router and switch testing;

provisioned, maintained and red-lined circuits.

• Composed and regularly updated various forms of technical documentation

including customer specifications, new product/installation manuals, engineering

documents, white papers, ISO guidelines, method of procedure documents, system

-- Continued On Page Three --

test plans and compliance information.

Robert P. Hos - Page Three -

Tellabs Operations, Inc.; Senior Technical Support Engineer, continued ...

• Promptly identified and resolved technical issues impacting or resulting in

service outages; compiled and analyzed customer data/log files to formulate

problem resolution strategies and determine root causes.

• Served as an active member in a number of product development teams,

participating in all development efforts from conceptualization to launch.

• Designed, built, configured and supported internal/ external customer data

communication networks; engineered the integration of proprietary equipment

across multiple vendor platforms.

• Created and testing GUis for system telemetry and monitoring applications in

both Windows and UNIX environments.

• Supported the design and development of VPN networks and software scripting

tools used to automate equipment diagnostics and maintenance (local/remote).

• Go-to person for all Windows/UNIX support inquires during off-hour shifts; scope

of responsibility included registry editing, scripting, multi-level network support

and leading new software training initiatives.

• Identified athe primary router, switch and PC technician for internal staff,

customers and end-users.

ZENITH DATA SYSTEMS Buffalo Grove, Illinois 02/1995 to 03/1996

Senior Computer Technician/Trade Show Technician

• Maintained and supported company LAN to ensure connectivity for both local and

remote end-users.

• Conceptualized trade show positioning through collaboration with developers,

hardware engineers, manufacturing/ sales staff; enhanced trade show visibility

by configuring equipment in company booth to showcase the latest products.

• Worked in conjunction with production/technical staff and design engineers on

the resolution of complex mechanical issues and product complications.

• Created system test plans and advanced testing methodologies for Intel and

•Motorola-based processors.

COMMSCOPE Orland Park Illinois 09/1994 to 02/ 1995 (formerly Andrew

Corporation)

Technical Support Engineer, Network Products

• Facilitated technical support for a wide range of hardware and peripherals as

well as connectivity issues; ensured interoperability with emulation/remote

access devices from various manufacturers.

• Personally developed, established, supported and maintained a fully

functioning support lab parallel to customer environments to improve

troubleshooting, support and product validation practices.

• Collaborated with hardware/software developers to troubleshoot and rectify

product issues as well as implement applicable solutions following validation.

• Provided technical engineering support during presentations as well as during

post-sale follow ups.

• Gained significant exposure to Microsoft application development and support

processes; increased knowledge pertaining to circuits, layout schematics and

board development/ manufacturing.

CERTIFICATION McAfee Certification in End Point Encryption To Be Conferred 2012

Cisco Certified Network Associate (CCNA) To Be Conferred 2012

Certified Information Systems Security Professional (CISSP) To Be Conferred 2013

Ethical Hacking (EH) Certification To Be Conferred 2013

EDUCATION DEVRYUNIVERSITY Naperville. Illinois

B.S. in Computer Science and Network Technologies To Be Conferred 2013

• National Dean's List; G.P.A.: 3.89/4.0

MORAINE VALLEY COMMUNITY COLLEGE Palos Hills. Illinois

A.A. in Business Administration and Technology

Additional Skills:

2-5 Years of experience and working knowledge, and complete understanding of Cisco’s UCCE &

UCCX/IPCC Enterprise Solutions

7-10 Years of experience with CISCO ACD (automated call distribution) and/or Cisco CAD

7-10 Years of experience Hands on experience with call routing applications, including Cisco’s Intelligent

Contact Manager (ICM), and Voice Management

20+ Years of experience General familiarity and experience with Windows and LINUX/ Solaris, Cisco IOS

(CIOS)

22 Years of experience and understanding of IP and TDM based PBX/PABX and ACD systems.

12-15+ Years of experience with CISCO CTI middleware integration with Business Applications, Outbound

Dialing and Voice/Data Monitoring.

5-6 Years of experience with CVP Studio Toolset and carrier systems and solutions.

8-10+ Years of experience understanding and knowledge of Advanced Speech Recognition and Text-to-

Speech offerings

10-15+ Years of experience and strong understanding and knowledge with, messaging and personal

productivity applications such as UNITY, Personal Assistant, and IP Softphone

17-20+ Years of experience with IP Telephony, including Cisco Unified Communications Manager (CUCM),

IP Phones, Meeting Place, Emergency Responder, and Telephony Applications

20+ Years of experience and ability to translate complex contact center business requirements into call

routing designs and experience with test, and implement call routing designs.

22+ Years of experience with call center best practices, metrics and telecommunications with strong

technical writing skills

22+ Years of experience delivering client documentation, customer training, and working directly with

Practice Managers and Clients during the lifecycle of engagements

22+ Years of experience on IT planning cycles and the ability to set standards that enable business

improvements by implementing proper technology solutions

22+ Years of experience with weekly Call Center operational meetings with client collaboration with EDW

contingency establishing firm relationships with businesses and SME’s

RF experience / equipment experience:

Skills Inventory Skill Experience Need Years Last Used

1) RF Performance- UMTS Intermediate 5-7

Tellabs,IBM,WF,Sprint/Ericsson

2) RF Optimization- UMTS Intermediate 5-7

Tellabs,IBM,WF,Sprint/Ericsson

3) RF Design- UMTS Intermediate 10 Tellabs,IBM,WF,Sprint/Ericsson

4) UMTS Protocols Intermediate 10 Tellabs,IBM,WF,Sprint/Ericsson

5) UMTS Call Flows Intermediate 7-10 Tellabs,IBM,WF,Sprint/Ericsson

6) Project Management exp.. Intermediate 10+ Tellabs,IBM,WF,Sprint/Ericsson

7) Writen Oral Communications Intermediate 20+ Tellabs,IBM,WF,Sprint/Ericsson

8) Microsoft Suites Intermediate 20+ Tellabs,IBM,WF,Sprint/Ericsson

9) UMTS PERF. TROUBLESHOOTING Intermediate 10+ Tellabs,IBM,WF,Sprint/Ericsson

10) UMTS KEY PERFORMANCE INDEX EXP Intermediate 10+ Tellabs,IBM,WF,Sprint/Ericsson

11) Fiber optical testing Int.-Advanced 14+ Tellabs,IBM,Sprint/Ericsson

12) Acatel / Lucent 770x-77xx Intermediate 10+ Tellabs/ Sprint / Ericsson

13) Cisco/ Juniper Intermediate 10+ Tellabs/IBM/Sprint / Ericsson

14) Tellabs DACs equipment Int.-Advanced 12+ Tellabs/IBM/Sprint / Ericsson

AFFILIATION SOCIETY OF CABLE AND TELECOMMUNICATION ENGINEERS CSCTE)

Member in Good Standing 1995 to Present

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