Customer Service Engineer

Lawrence Bombay

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

Leesburg, VA 20175

703-***-**** ********@*****.***

Career Summary and Objective

Solutions-focused, team oriented, creative thinker with extensive customer service experience and end user focus. Quality Assurance and Project Management experience in mobile applications across multiple platforms: Android, iPhone, iPad, and web; Firefox, IE, and Safari with experience with AGILE and Waterfall methodologies,JIRA, Confluence, Zephyr, black-box and grey-box testing, development and operations feedback, working knowledge in XML, API, HTML, SQL, Java, RedShift, Amazon Workspaces. Remote troubleshooting Cisco and Polycom telepresence units, remote access, VPN, Citrix, RSA, as well as proprietary medical equipment and software. Telecom and Network Operations Center experience:VoIP, PUTTY, Netcool, GENBAND, LAN, WAN, Cisco switches, and Juniper routers. Experience with Active Directory, Microsoft Office 2010, XP, and Vista with Word, Excel, and Outlook as well as Mac OS.

Professional Experience

Abt Associates Inc. January 2017 - Present

Quality Assurance Engineer on contract with Abt Associates Inc. performing QA testing for multiple projects in an Agile management environment.

Quality Assurance Engineer

•Network testing

•Data Center Intergration

•Data Migration

•Cloud Database testing

•Amazon Workspaces

•Citrix Receiver

•Xenapp

•Netscaler gateway

•Qlik

•PRGT

•Training Documentation

HCL October 2016 - January 2017

Tier 2 Engineer performing remote troubleshooting for World Bank Group including IFC applications.

Tier 2 Engineer

•Utilizing Remedy Ticketing System supporting 30-50 tickets per day.

•Remote access support of Citrix Anyconnect, VPN, ED7, and remote desktop.

•Support World Bank and IFC applications, iDesk, iPortal, IFCDocs, etc.

•Developed a comprehensive training plan to streamline onboarding cutting time from start date to first day on phones by 3 weeks.

•Microsoft Office

•Outlook

•RSA hard and soft token support.

Iron Bow May 2012 - December 2015

Engineer doing remote troubleshooting for the Department of Veterans Affairs with a focus on Cisco and Polycom telepresence units, proprietary medical equipment, proprietary medical software.

Help Desk Service Engineer

•Utilizing Remedy Ticketing System. Supporting 30-50 tickets each day

•Supported users via phone

•Utilizing Microsoft Remote Desktop to troubleshoot with end users

•Troubleshooting network issues over multiple platforms including Cisco and Polycom

•Troubleshooting telepresence issues over multiple platforms including Cisco, Polycom, Microsoft, and Mac

•Troubleshooting proprietary medical equipment from multiple vendors

•Escalate issues as necessary to Tier 2 and Tier 3 techs

•Communicate with vendors to provide additional support

•Work with vendors to provide replacement of equipment under warranty

•Work with end users to return defective equipment to vendors

•Public Trust Clearance

Mobomo April 2011 – September 2011

Started as a Quality Assurance Tester with a 3 month contract, was then promoted to Project Manager and contract extended for another 3 months.

Quality Assurance Tester

•Test mobile applications

•iPhone

•iPad

•Android 2.0 to 4.0

•Eclipse

•Java SDK

•Mac OS

•AGILE Development Methodology

•Report bugs in ticket system

•Work with engineers and development team

•Work with clients to define requirements and goals

•Black-box Testing

•Grey-box Testing

•Regression Testing

•Dev/Ops

•Write and implement test cases

Project Manager

•AGILE Development, SCRUM experience

•Work with clients to define requirements and set project timeline

•Manage development team to meet project goals

•Black-box Testing

•Grey-box Testing

•Dev/Ops

•Write and implement test cases

•Responsive Web Design

•User Interface Design

•User Experience Design

•Balsalmiq

•Skitch

Driveway Impressions Feb 2010 – March 2011

Customer Support Specialist

•Provide active and proactive support for customers

•Handle incoming calls and make outgoing calls

•Work in conjunction with multiple departments

•Provide product information and answer questions

•Actively enroll and inform new and potential customers at trade events

•Key holder

Arbinet Inc. June 2008 – Aug 2009

Started in the Managed Customer Service Center and was promoted to Network Operations Center Engineer after 6 months. While with the NOC my responsibilities included monitoring all the switches, gateways, and routes for the network of over 3500 clients. By addressing issues early and eliminating minor alarms and patch jobs I helped to clean up the alarm system allowing quick and efficient diagnosis of new issues and eliminating barriers to effective troubleshooting. While with MCSC I was responsible for MCSC clients. Provide support and troubleshoot any issues that the customers were experiencing. Proactively monitor and test customer routes to eliminate potential problems, explore new methodology, and institute fraud prevention measures to ensure quality service and enhance customers’ profit potential.

Network Operation Center Engineer

•Provide network assistance, monitoring, and troubleshooting for a variety of members both domestic and international.

•Tier 1 support

•Quality Assurance testing

•Engineering report

•Experience in the following:

•Microsoft Office.

•PUTTY to monitor gateways, route servers, and switches.

•NetCool Alarm system.

•GENBAND to monitor IP gateways and switches

•GUI interface to manage customer’s routes, pull call records, and troubleshoot problems

•Remedy Ticketing System

Managed Customer Service Center

•Provide active and proactive support for select VIP customers

•Manage routes: real time monitoring of call volume and average duration over customer routes.

•Quality Assurance testing

•Provide loss and fraud prevention

•Tier 1 support

A&A Music May 2007 – June 2008

Teacher

•Provide instruction in guitar playing to students on an individual basis, paying close attention to skill level and interests and adjusting curriculum accordingly.

Clerk

•Provide excellent customer service

•Adhere to store policies and procedures.

•Instrument Repair

•Key Holder

Chef for Hire June 2002 – Mar 2008

Chef Consultant

• Supervise catering events

• Procurement specialist

• Event Management

•Hands on preparation of selected cuisines

•Mixology

American Income Life June 2006 – Feb 2007

Agent

•Provide excellent customer service

• Provide information, and assist in procuring, supplemental insurance for union members and their

families.

Education

Baltimore International College Jan 2003 - May 2006

•Associate degree in cooking and baking.

•Gold Medal Iron Chef

•Bronze Medal Baking, Breads

Northern Virginia Community College Aug 2001 - Jan 2003

•Focus on Business Administration and core course studies.

Self Study

Cisco Networking September 2014-Present

Guitar building: solid body guitar, passive pickups, custom electronics. 1998-Present

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