Customer Service Engineer

Viacheslav Stasishin

***** ***** ************ **

Potomac, MD 20854

Home: 240-***-****

Cell: 301-***-****

Summary of Qualifications

Highly motivated and results-oriented telecommunications professional

possessing exceptional technical, computer and communication skills. Strong

ability to streamline operations that increase efficiency and company

profit. Extensive background in new technology development and

implementation for domestic and International settings. Solid track record

of consistently exceeding corporate goals through strategic planning,

business expansion, staff development and project execution.

Professional Experience

BroadSoft - Gaithersburg, MD

2012-2013

VOIP System Engineer

Led the testing, integration and deployment of the following platforms:

Broadworks AS,PS,NS,XSP,MS,DBS,EMS, Unified Communications, BroadCloud,BTBC, Call Center-Receptionist, Meet-Me Conferencing,SIP Trunking,

BroadWorks Anywhere, Hosted PBX/IP,PacketSmart,LOKI, Web Collaboration,

Call Manager Acme SBC, Cisco VoIP Gateways, Polycom,Cisco, Yelink Ip

phones.

. Strong working knowledge of Long Distance, Local telephony and Data

telephony

. Monitor Network Management System for network alarms and take action on

alarms as they occur

. Using the Remedy Trouble ticket system for reporting all issues reported

on the client's networks

. Using various software-based troubleshooting tools to perform problem

isolation, evaluation and resolution.

. Working knowledge of DMS, GSP, Excel-2000, BTS-10200,HQ, Broadsoft and

Sonus Soft switches, Cisco, Juniper routers, Nuera gateway, Broadsoft,

APAC, Surgemail, Acme SBC,UC, Unix Server Operations, Storage Management

and Data Protection Operations,IP Unity Voicemail systems, IP management

and assignment,troubleshooting skills with Cisco PIX/ASA

. Resolving issues reported to the NOC from multiple sources including

trouble tickets, phone calls and automated alerts

. Keep abreast of all customer Service Level Agreements (SLA) pertaining to

support, and work to ensure that these SLAs are meet or exceeded.

. Diligently monitor customer trouble ticket queue and assist with any

escalated customer trouble ticket.

. Establish, document, and follow the support methodology, principles, and

processes required to support carrier grade telephony and data networks.

. Ensure all network element configuration and hardware adhere to all

company and industry standards.

. Establish or contribute to detailed technical documentation including

methods of procedures, support best practices, and technical advisories.

. Establish and execute thorough test plans to ensure any solution being

implemented is done so with the highest quality possible.

. Assist other engineering organizations in establishing requirements and

direction for operational improvements to the network.

. Keep abreast of all new product and service changes being done in the

network and assist other Engineering organizations with the implementation

of these products and services as needed.

. Keep abreast of all relevant vendor patches and work with other

engineering organizations to test and implement any required patches in the

network.

. Implement BroadSoft BroadWorks applications, Acme Packet Session Border

Controllers, includes recreation of customer problems in a lab environment

to determine the root cause of the problem, performing routine regression

testing, detailed rollout plans, preparing methods of procedures, and

performing the implementation maintenance for new software loads or

patches.

. Server staging and preparation (OS install, security hardening, base

software install) of new servers

. Installation and configuration of virtualization hypervisors (VMware),

and configuration and management of virtualized servers

. Interface with Network Engineering team for IP assignments,

troubleshooting issues, and assisting with network maintenance activities

. User access administration, via direct server authentication and/or LDAP

. Support of systems infrastructure services such as DNS (authoritative and

resolver servers), backups, NTP, Secure HTTP and FTP servers, etc.

. Systems support for application servers and database servers from

installation and upgrades, configuration for redundancy and high

availability

. Automation of software maintenance and configuration activities in

support to the software development team, including tools for source code

control (SVN), automated builds (Jenkins/Hudson), test automation

(regression and load testing), application deployments, log collection and

correlation

. Systems maintenance, including creation of trouble tickets with vendors,

remote supervision of on-site visits, etc.

. General server administration and management, including backups, hardware

upgrades, OS and systems software patches, security assessments, etc.

. Periodic visits to the remote datacenters for larger projects associated

with hardware installation, upgrades, migration, etc.

. Documentation of equipment installation, setup, hardware configuration,

OS and software installation, including documentation updates

. Configuration of systems monitoring for early detection of hardware and

software faults, resource and performance issues, including short and long

term trending

. Participate on 24x7 on-call rotation schedule of systems monitoring,

first response to system alarms

. Resolving critical system issues on a 24x7 basis including notification,

escalation and coordination across organizations

. Support development team in deployment of new releases of applications on

Lab, QA, and Production servers

TWC-Herndon, VA

2010-2012

GNOC VoIP Engineer

Led the testing, integration and deployment of the following

platforms:Broadworks AS,PS,NS,XSP,MS,DBS,EMS,Cisco BTS10200, Cisco 3750,

HQ,SBC, CMTS,MGX,Juniper, Sonet gateway switches, Tekelec Eagle STP, Cisco

ITP, Phoenix calling card platform, TTI Network Monitoring System and

various telecom network elements such as, Digital Fuel, Remedy, CDI,

Neustar, JDSU Net Optimize, MARS, OMSe, SBC,,TACACS, Targus, UDI,,Netcool,Nyroc, HQ iSMC, JDSU,Granite, Expo, Empirex, DPOA, Big Brother, CMDB.

. Provide employees with hands-on training and leadership that maximizes

their success and mastery of complex job duties.

. Resolve complex issues and maintain the highest quality of service

possible to clients through teamwork

. Ensure uninterrupted daily production while installing new technology

. Manage implementation and acceptance of optical networks and equipment

. Provide specifications and support information to customers and support

personnel throughout the post sales process.

. Manage multiple facets of the design phase that ensure the development of

a quality set of design documents on schedule and within budget

constraints.

. 24x7 Alarm monitoring using What's Up Gold

. Investigating, reporting and troubleshooting of a variety of alarm

systems such as power, MUX, router, servers and IP and PBX alarms

. Answer customer calls from customer service and sales regarding trouble

tickets and service issues

. Test circuits, service features, trunking and equipment to make sure they

are operating effectively or to determine where problem is and solution

to problem

. Manage ticket queue, Ensure client Trouble Tickets are processed in a

timely manner. Assign and escalate as appropriate

. Repairing and monitoring LAN/WAN issues as well as ensuring stable

performance of Cisco

. Working with IXC's and LEC's to ensure network performance.

. Investigating problems with 7500 and 6500 series backbone routers and Co-

Lo switches.

. Coordinating with customers and vendors to install and troubleshoot ISP,

ADSL, IDSL, Polycom IP Phone, T1, DS3, and Toll Free service utilizing

SMS and 8MS applications.

. Performed constant routing changes via the BTS-HQ to maintain benchmark

Answer Seizure Ratio

. Monitored hourly fraud detection reports

Startec Global Communication Corporation - Rockville, Maryland 1998 -

2010

Senior Network Translations and Testing Engineer

Selected by this facilities-based provider of local and long distance

communications services to manage all aspects of translations and

installation, maintenance and corrective actions at switch locations in New

York, Los Angeles, London, Frankfurt, Paris and ensured non-interrupted

network operation. Position entails installation, provisioning and

engineering of Sonus Soft Switch GSX9000 PSX9000 SGX9000, Excel 2000TDM,

Nortel DMS 250/300, GSP Switch, Cisco

BTS10200,CMTS,MGX,Juniper,HQ,SBC,STPs,T-Dax,Echo cancellers, Cisco VOIP

Gateways,

Quintom,DigitalFuel,DPOA,CMDB,EXPO,Netcool,Neustar,Nyroc,OMSE,TACACS,Targus,

Wiki,UDI,TTI, Equinox, Hammer SS7,C7,ITP,SIP,H323l, monitoring equipment.

. Ensure uninterrupted daily production while installing new technology.

. Provide employees with hands-on training and leadership that maximizes

their success and mastery of complex job duties.

. Resolve complex issues and maintain the highest quality of service

possible to clients through teamwork.

. Manage implementation and acceptance of optical networks and equipment.

. Implemented Canadian FGD and Data Networking of OC12/DS3/DS1's for access

to the US Domestic network.

. Provide specifications and support information to customers and support

personnel throughout the post sales process.

. Manage multiple facets of the design phase that ensure the development of

a quality set of design documents on schedule and within budget

constraints.

. Compile, analyze and present traffic reports and cost analysis studies

that enhance cost efficiency.

. Led the SS7/C7 migration from a third party vendor to Startec's own STP

network, producing significant cost savings and allowing the company to

control the SS7 /C7 /ITP on in-house network.

. Managed the completion of builds for international switch sites,

developing and implementing plans overseas.

. Possess strong PSTN skills in following areas: PRI, DS-3, DS-1, DS-0, A-F-

C SS7 links, LCR, PSTN routing, 00 routing

. Coordinated the Broadworks, Excel 2000, GSP, Sonus Soft Switch GSX900

implementation, which involved training, implementation and

troubleshooting.

. 6+ years of Class 4 VoIP Telephony: Concentration in Sonus PSX9000,

GSX9000,SGX9000, NBS, EMS, Broadworks servers AS,PS.NS,MS,XSP,EMS,DBS

. Advanced comprehension of Signaling Protocols: SIP,H323,MGCP,ISUP,BTUP,

SDP, RTCP, ISDN-PRI,CAS,E&M-

WS,POTS,G722,CoDecs:G.711,G.729,G723,T.38,knowledge of specifications and

RFCs - 3261, 2833, 1889, 3515, GR317, GR246,Q.93.Good understanding of IP

Protocols and IP protocol analysis: OSPF, RIP, BGP, TCP, UDP, STCP, VoIP

NAT

Manchester Cable -BUFFALO NY 1996 - 1998

Facility Tech

Brought on to ensure facility efficiency for this provider of general

contracting, development of communications and transmission equipment. Home

inspection services to both commercial facilities and residential

buildings.

. Effectively supported contract work at local switchboard companies

LVIV-UKRAINE LONG DISTANCE COMPANY

1988-1996

SWITCH ENGINEER

Department of adjustment main long distance telephone line (maintained

telephone lines and supportive equipment)

Used electronic testing devices to troubleshoot and make repairs.

Installed and maintained long distance cable for joint American-Dutch-

Ukrainian venture

Operated switchboard and dispatch radio station

Installed and maintained new AMTS-3 switch

Technical Expertise

Highly experienced telecommunications professional with broad-based

technical skills that include:

. Microsoft Office Suite

. Sonus GSX/PSX/SGX

. Tekelec Eagle STP's

. Nortel GSP Translations

. Nortel 250/300

. Sonus Translations

. Tadirian Dax

. Echo cancellers, Tellabs, DSC

. CISCO

. Excel 2000 TDM

. SIP

. Juniper

. Broadworks system admin

Education

COLLEGE OF ELECTRICAL COMMUNICATION

1982-1986

Bachelor of Electrical /Telecommunications Engineering

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