Customer Service Engineer
Resume:
Michael Davis
Wellington, Missouri, 64097
ac02ij@r.postjobfree.com
Summary
Test Engineer with 27 years of Telecommunications experience ranging from troubleshooting radio transmission equipment down to component level to designing, testing and turning up customer service call centers. I have experience with digital transmission equipment, class 4 and 5 switches, multiplexing equipment, routers, PBXs and limited LAN and WiFi equipment. I have specialized in functionality, application and capacity testing individual equipment and networks to ensure proper operation and optimal performance.
Education
Wellington Napoleon R-9 High School
Graduated
May 1987
US Army Communications School Tactical Satellite/Microwave Repair
Augusta, Georgia
Graduated
February 1990
Trained in basic electronics, soldering and telecommunications transmission and repair.
Employment History
US Army Tactical Satellite/Microwave Repair
February 1990 - March 1992
Worked in a depot level repair shop troubleshooting radio equipment down to component level, replacing the failed component, verifying proper operation and returning equipment to service.
US Army Tactical Satellite/Microwave Repair
Fort Riley, Kansas
March 1992 - April 1995
Tested and fielded MSE (Multiple Subscriber Equipment) network for the US Army. This was the first ever, all digital, secure communications network that was the prelude to today's cell phone industry. We received 6 months of training learning how to operate and repair the equipment, then another 8 months of field operations working out any failures and identifying any additional modifications needed by the military for optimal performance.
US ArmyTactical Satellite/Microwave Repair
May 1995 - December 1996
Supervisor of the LEC (Local Exchange Carrier) for Camp Carroll Korea. I was responsible for up to 8 military personnel and 10 Korean nationals running the communications site that provided all of the phones for the entire base, along with the transmission of all incoming and outgoing communications to our satellite station. I was also part of the team to establish the first land to ship permanent satellite command link so that all Pacific Military operations could be controlled from a Naval Ship instead of a land based office.
SprintNetwork Operations Specialist
Overland Park, Kansas
February 1997 - January 2000
Provided monitoring and troubleshooting for Sprint's Interactive Toll Free Network supporting all incoming traffic for our VRUs (Voice Response Units) and outbound traffic to our customer's call centers. We monitored all of the traffic and equipment from the Enhanced Service Control Center providing initial identification and troubleshooting for any issues and call out services to Tier 2 Maintenance if necessary.
SprintTest Engineer
Leawood, Kansas
January 2000 - February 2003
Worked in the ION test lab developing and testing Sprint's ION internet access, which is the foundation of today's broadband internet. We built and maintained 7 different lab environments designed to test different phases and conditions of the ION product such as operation, applications, break/fix, capacity, and different interface equipment.
SprintTest and Implementation Engineer
Overland Park, Kansas
June 2003 - December 2006
Tested out and converted Sprint's entire Local Call Center environment from a massive, individual PBX based system to a central, Network based Call Center Network. This enabled Sprint to consolidate small, locally based call centers into large, network based call centers able to handle calls from anywhere in the country. This synergy of agents and real estate was able to save Sprint tens of millions of dollars a year.
SprintTest Engineer/Lab Manager
Overland Park, Kansas
January 2007 - February 2016
I built and maintained a scaled down version of Sprint's Call Center Services Platform, which controls every all of Sprint's Customer Service Agents. At any given time, we have hundreds of call centers, both domestic and international, and thousands of call center agents. I was responsible for all testing of any new equipment, network facilities, vendor patches and software updates on the equipment. I also utilized Empirix testing equipment to develop an automated testing regiment that randomly provided small scale end to end testing. I used this equipment to also perform capacity testing and stress testing to new facilities.
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