Engineer Customer Service
Resume:
ROBERT A. BURTON, JR.
Garland, TX 75040
**********@*****.***
SUMMARY
Experienced telecommunications engineer with demonstrated product development and project management skills. Works cross
functionally to research, design and implement product enhancements for Systems and Unified Communications Engineering. Skilled
Network Operations Center (NOC) engineer with proven time management and solution driven expertise. Established team leader with
proven abilities for increase team productivity. Consistently provides customer service to internal and external customers.
PROFESSIONAL BACKGROUND
AT&T/Epitec Irving, Texas
2012 2013
Sr. Systems Engineer – U verse
• Managed day to day maintenance, system administration, and performance engineering of Microsoft Mediaroom/U Verse IPTV
Platform and the uptime and availability of national and local IPTV servers.
• Managed proactive and reactive fault management of U verse network and support applications for IPTV corporate initiative.
• Performed root cause analysis, troubleshooting of technical issues, identification of interim work around solutions, testing and
implementation of identified solutions and change management.
• Oversight management of work performed on the IPTV platform. Governed site operations, network engineering, Advanced
Technical Support, and vendors' timelines to ensure scheduled upgrades and enhancements were performed timely.
• Monitored system performance ensuring accurate and timely response to fault conditions.
• Monitored, categorized and distributed Remedium tickets to ensure all met or exceeded SLA requirements.
• Identified process improvements for senior management which shortened the projected project lifecycle by one year. Identified
process gaps and mitigated risks which could have inhibited the success and early completion of the overall project.
Nortel Richardson, Texas
2004 2011
Network Design and Development
• Worked closely with the company’s directors and senior managers to oversee contract employees hired to assist with the
consolidation and demolition of Nortel’s voice and data network equipment.
• Managed for deintegration and decommissioning of various layer 2 switches, layer 3 routers and deletion of VLANs.
• Interfaced with various telephone companies for circuit testing and turn downs.
• Onsite engineer responsible for remediation of local LAN technology. Managed daily operations for enterprise IT level
operations.
• Consolidated multiple standalone servers to IBM blade chassis resulting in an extensive reduction in datacenter footprint.
• Assessed various internal and external equipment for compatibility and functionality through systematic testing.
• Designed, implemented and monitored Nortel and Pillar’s co location environments.
Sr. VoIP Engineer (Team Lead)/Unified Communication Specialists
• Subject Matter Expert (SME) for the VoIP global network of IT infrastructure.
• Managed installation, day to day operations and engineering of the global VoIP UNIX based platforms.
• SME for network security and implementation including voicemail servers, network redirect servers, audio/video conferencing
platforms and call processing VoIP PBX (Nortel/Avaya’s and Microsoft’s OCS).
• Successfully restructured the architectural design of the network to enhance fault tolerance.
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• Identified and recommended short and long term resolutions of issues prior to critical status through root cause analysis of
servers statistical data.
• Supervised global audio conferencing team
• Managed operational metrics to track and ensure accurate service performance.
• Designated point of contact for systems and end users issues in the enterprise and carrier environments, utilizing Wireshark and
Sniffer, to capture and debug IP traffic.
• Managed scheduled updates to system alarms (MIBs).
• Vendor Management SME instrumental in the planned and executed system backups, upgrades, contingency plans and patches
on both Solaris/Linux and Microsoft based servers.
• Managed process flow documentation and feedback for Resource and Development groups.
• Managed and monitored timely service support execution to meet and/or exceed service level agreements.
• Supported interoperability of New Product Introduction for leading edge Technology to modernize existing network architecture.
• Developed communication of service issues, changes and new features for the end user.
• Facilitated trial clients by testing and reporting issues of all hardware and software clients.
• Managed the verification of firewall ports for VPN access.
• Designated site relationship manager responsible for maintaining a working relationship for building management and vendors of
the DC and AC (UPS and rectifiers) power plants for routine maintenance, health checks and installation.
• Directed the successful implementation of new processes and process flows for the Global VoIP production platform which
increased cost savings and compensation by:
55% reduction in calling card, long distance and telephone charges
40 70% reduction in Move/Adds/Changes
60 75% lower cabling costs
30 65% lower communications room footprint
Central servers & distributed gateways
Fewer break & fix costs
Visibility to trouble shooting
Centralized patching
• Streamlined current conferencing methodology by enhancing the in home solution resulting in a substantial cost savings:
Audio Conferencing: $5M/yr avoidance
Video Conferencing: $5M/yr avoidance
Web Collaboration: $100K/yr avoidance
2000 2004
Sr. System Application Engineer/Network Engineer
• Point of Contact for internal and external customers handling escalated engineering issues to resolution.
• Schedule negotiator of new orders for Order Planning Department.
• Managed DMS equipment for various customer offices.
• Worked closely with the Product Line Management on various switch integration platforms.
Wireless (CDMA, TDMA, GSM)
o Governance and oversight of all assigned jobs according to ensure compliance with corporate standards, customer
requirements and company commitments. Managed critical schedules deadlines and quality control of end product.
Managed standard hardware engineering on gating hardware and frame extensions.
o
Optical (SONET)
o Validated sales quotes maintained proper hardware equipment lists and record delta.
Performed link budget calculations, optical attenuators and repeaters/amplifiers when needed.
o
Provisioned Longhaul 4000, OM3500, OM5200, OC 12, OC 48, DWDM and Optical Add/Drop Multiplexer (OADM)
o
couplers. Met sales proposals in customer’s network.
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Produced Engineering Development Practices for installation. Created topologies, network diagrams, equipment list,
o
fiber and power cable list. Provided signal flow, bay and shelf drawings using AutoCAD and other NORTEL tools.
Packet Switching and Data
o Provided consulting and support to internal and external customers. Analyzed proposals and orders to ensure design
functions were capable of meeting designated customer requirements during Customer Information meeting.
Coordinated with outside equipment manufacturers to provide materials and products required to complete an end to
o
end customer network.
Conducted Customer Information meetings with the customer to confirm product requested.
o
Provisioned DMS and data needed in telco’s switch and transmission sites.
o
ADDITIONAL EXPERIENCE
Field and Equipment Application Engineer (Nortel), Richardson, Texas, 1998 2000
Operations Site Supervisor and Field Technician (Nortel), Houston, Texas, 1995 1998
EDUCATION & CERTIFICATIONS
Texas A&M University, College Station, Texas
Bachelors of Science Telecommunication Engineering Technology
Microsoft Certified Technology Specialist MCTS
Microsoft Certified Solutions Associate MCSA
Microsoft Certified IT Professional MCITP
TECHNICAL SKILLS
• Microsoft data platforms (i.e. MS SCOM, SCCM, SQL Server, SMS IIS, Active Directory, .net framework, SML, Terminal Server,
etc.)
• Support Oracle Server Based environments
• Support of SAN and SCSI maintenance and configuration
• Tier 3 Support in NOC with video conferencing for Microsofts’ Office Communication Server, Polycom HDX and Nortel’s AS5300
VoIP platforms
• Data Engineering and overall design engineering and deployment experience Cisco related hardware
• NOC Level 3 Voice and Level 2 LAN/WAN support to include hands on problem determination
• Level 2 Network Engineer; manage break fix vendor/carrier problems.
• Maintain the VLAN for the Nortel and Microsoft VoIP network
• Solid understanding of DNS, DHCP, SMTP, HTTP, FTP, TFTP, LDAP, MIBs, SMMP and TCP/IP networking technologies
• Programming experience with Microsoft Office Communication Server (OCS) as a system administrator
• 3+ years experience with wireless telecom as well as 8+ years experience with switch/router/network design, implementation, and
configuration experience
• Perform installation, configuration troubleshooting on enterprise Sun Servers and IBM Servers and Bladecenters
• Extensive knowledge in VoIP transport such as, H.323, SIP, UNISTIM, RTP and network policy enforcement (i.e. QoS).
• Strong UNIX skills (solaris and linux flavors)
• Strong working knowledge of EIGRP, OSPF and, RIP routing protocols.
• Experience with Putty, WinSCP and Wireshark (protocol analyzers) for network monitoring/troubleshooting and the ability to
comprehend network captures.
AFFILIATIONS
Network Associate at Rockbridge Bible Church 2009 Present
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Board of Directors for Valley Creek Homeowners Association 2009 Present
President Usher Ministry at Northeast Bible Church 2003 – 2009
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