Customer Service Engineer
Resume:
Allan Worrell
******@*****.***
Objective
Robotics Rebuild Product Manager. Customer and Customer Service Interface
Profile
A customer service engineer skilled at working with customer and customer service technicians to upgrade, troubleshoot and repair computer controlled hardware and network products. Works directly with customers, and third party companies to form excellent relationships and achieve fast problem resolution of technical problems resulting in high customer product and service loyalty.
Technical Skills and Product Experience
Customer Service, Customer Support and Training, Third Party Company Interface, Internal and External Customers, Product Documentation, Software Installation, Software Upgrades, Software Patching, Network and Product Installation, VA Vista EMR, Routers and Switches, Ethernet, Wireshark, Sun Solaris Unix, Cisco Transport Manager (CTM), DWDM, Sonet, SDH Support, MS Windows, MS Visual Basic.Net, Python, SQL, Cisco ONS-15454, Cisco 15305, SAP, Oracle, CTC, CTP, Ticket Systems, Cisco Webex, Phone Support, Field Support, Webex Support
Work Experience
Customer Service Engineer and FSE, Cisco Systems - San Jose, CA, 2000 to 2011
Software application and network troubleshooter. Customer advocate both on site and remotely via telephone and Cisco Webex (virtual) meetings.
Provided telephone support for customer technicians installing and configuring Cisco’s optical networking products and circuits in live customer networks throughout the country.
Subject Matter Expert on Unix-based Client/Server Network Management System application known as Cisco Transport Manager (CTM). Installed and patched Solaris, Oracle and CTM application software.
Designed, developed and maintained a Microsoft Visual Basic.Net expert system application (named the “TAC Tool"). Program enabled TAC engineers to perform TAC duties more efficiently and quickly solve common optical network problems.
Traveled extensively in the US. Worked directly on live customer equipment to replace and upgrade optical router hardware and software in customer central offices as part of an Umpire program for Qwest Communications.
(Allan Worrell, page 2)
Support Engineer, Teradyne Telecommunications - Deerfield, Illinois, 1997 to 2000
Installed and supported Teradyne’s FOR-Tel system in GTE and Sprint telecommunication offices across the United States. Product allowed the testing of millions of end customer local loops and enabled GTE to promptly diagnose and address customer complaints about telephone lines.
Software Quality Engineer, Computer Methods - Livonia, Michigan, 1996 to 1997
Met weekly with Ford Motor Corporation software engineers. Performed computer code validation of automobile engine and transmission control code written for Ford Motor and Mazda automobiles.
Sr. Product Support Engineer, Unisys - Plymouth, Michigan, 1987 to 1995
Provided quality assurance (QA) of new software releases and technical support to Unisys field engineers. Met with customers to discuss and resolve problems with new Unisys check sorter products.
Provided phone support to Unisys field engineers and on site diagnosis and resolution for complex software problems not resolved by field engineers.
Reproduced field problems in the laboratory and reviewed problems with Development Engineering Managers to prioritize problem fixes based on customer requirements.
Tested, qualified, and documented fixes provided by development engineers and distributed fixes to field engineers. Ensured successful field implementation of new software patches and releases by conducting field trials of beta software at customer sites.
Provided a direct interface to third party software application vendors, who wrote mainframe applications for Unisys check processing systems, thereby enabling Unisys to enter new markets.
Education & Certifications
Computer Programming/Systems Analyst
Pursuing Computer Programmer/Analyst studies, Lansing Community College, Lansing, MI
September - 2012 to Present
Python Programming, MySQL, C#, Java: Lansing Community College, Lansing, Michigan - 2012/2013
Microsoft Visual Basic Programming: Lansing Community College, Lansing, Michigan - 2006
SAP Programming - SAP America, Inc,Waltham, Masschutes - 1997
'C' Programming - Henry Ford Community College, Dearborn, Michigan - 1996
Network/Engineering Support Certifiications
Sun Microsystems Certification: Sun Solaris 10 Systems Administrator - 2009
Cisco Certification: Cisco Systems, Cisco Certified Optical Specialist (CCOS) - 2007
Cisco Certification: Cisco Systems, Cisco Certified Network Associate (CCNA) - 2006
Bachelor of Science in Electrical Engineering: University of Toledo, Toledo, Ohio, August 1978
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