Michael J. Imrisek

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

Naperville, Illinois 60564

630-***-****

ac0u5x@r.postjobfree.com

CAREER OBJECTIVE:

To utilize my product technical support skill set to benefit a company and the needs of its customers. SKILLS AND STRENGTHS:

Strong written, verbal, and

interpersonal communication

skills

Customer Resource

Management (CRM)

software

Telecom DSx, STS, OCx,

TDM standards knowledge

Award winning customer

service talents

Salesforce, SharePoint, Job

Scheduling

TL1 CLI

Prioritization time

management abilities

UNIX Tellabs/Coriant product

certifications

Analytical and critical

thinking skills

SQL, SAP, AS-400 database OSI, TCP/IP protocols

Superior client facing

abilities (in-person,

telephone, and email)

Microsoft Office Suite

(Word, Excel, Outlook,

Visio, PowerPoint, Access)

C/C++, Visual Basic

programming languages

Project management abilities ISO9000, 900x, certifications FTP

Technical writing and

training skills

CAN, J1939, ISO data bus

applications

CAD drawing applications

Kepner Tregoe (KT) certified

advanced troubleshooting

skills

EMPLOYMENT:

Wi-TRONIX, Senior Technical Support Engineer (May, 2016 to May, 2017), Bolingbrook, Illinois

Provided post-sale technical support for the Wi-PU and Violet railroad diesel locomotive data acquisition recording systems (LDARS).

o Provided customer product level support by telephone and email communications. o Supported product LDARS technologies integral safety features for railroad Positive Train Control

(PTC), Event Recorder (ER), Digital Video Recording (DVR), asset tracking, and fuel monitoring, all in IoT real time reporting of data utilizing CAN data bus, J1939, and OSI TCP/IP networking protocols. o Provided active monitoring triage problem resolution of in-house Cisco networking equipment and Microsoft database servers with SQL data manipulations. o Performed root cause analysis investigations of perceived customer concerns with the internet web based user interface and on-board locomotive hardware to minimize product returns. o Assisted in documenting product deficiencies as liaison between customer and product development teams and performed monitoring of new software deployment. STERLING ENGINEERING, Contract Technical Support Engineer (July, 2015 to September, 2015), G&W Electric, Bolingbrook, Illinois

For Sterling Engineering’s customer, G&W Electric, provided post-sale technical support of the electrical power distribution switch equipment, reclosers, transmission cable accessories, and current limiting system protection devices.

o Provided customer product level support by telephone and email communications. o Monitored quality initiatives of product manufacturing assembly against ISO standards. o Assisted in-house system sales engineers in designing custom product offerings to meet customer specific design requirements.

Michael J. Imrisek

Page 2 of 2

TELLABS/CORIANT, Senior Technical Support Engineer, Tier-2 TAC (November, 1992 to May, 2014), Naperville, Illinois

Provided pre and post-sale Tier-2 technical support of the Tellabs 3600, 3700, 53X, 5500, 5500NGX, and 6500 systems along with their respective element management system graphic user interfaces. o Supported technologies with SONET SDH TDM formats from analog DS0 to fiber optic OC192, OSI, and TCP/IP, in an ISO9001 certified environment.

Provided primary technical support and project management of customer accounts: o Supported customer base via telephone and on-site presence. o Directed field-level personnel with technical issue resolution. o Tracked customer issues with problem tracking databases and action item registers. o Responsible for daily monitoring of key strategic accounts of AT&T, T-Mobile, US Cellular, Verizon Wireless, Pacific Bell, Southwestern Bell, Bell Atlantic, and IBM through routine dialog with customer teams regarding system health and stability.

Honored by Pacific Bell in the receipt of 1997 “Outstanding Customer Service Award.”

Participated in cross-functional communications with internal Marketing, Sales, Engineering, Deployment, and Technical Documentation departments.

o Conducted routine interdepartmental status meeting of Released Product Support consortiums.

Provided project management and team direction for training curriculum material: o Designed, assembled, and presented training material for fellow Technical Support Engineers.

Produced first formal On-the-Job Training Program for 5500 Technical Support Engineers.

Assembled and provided first departmental-wide training initiative for The Troubleshooting Methodology.

o Conducted training seminars of new system features for internal and customer personnel. o Participated in an around-the-clock training of Field Service personnel to meet aggressive customer system deployment demands.

o Certified in Kepner Tregoe troubleshooting methodology and achieved KT Coaching Certification.

Developed and authored both customer and internal product supporting documentation: troubleshooting, fault isolation and correction, software upgrades, provisioning and maintenance manuals. o Provided leadership role in producing first release of “TITAN5500 Troubleshooting Manual.”

Supervised the efforts of a three member team which consisted of representatives from Engineering, Technical Documentation, and Customer Services.

Responsible for obtaining raw data from Engineering, assembled the data into source material for the Technical Writer, and then validated finished documents.

Provided routine status reports to both internal and customer executive managerial levels of project’s progress.

Participated in concept demonstration trials for high priority external customers, such as Pacific Bell and Bell Atlantic, and internal customer supporting organizations such as Marketing, Training, and Customer Service Technical Support personnel.

Received Society for Technical Communications Achievement Award for finished manual.

Instrumental in developing field deployment techniques, procedures, and business policies of software and patches.

Acted as three-month sole on-site Tellabs technical representative for the 1998 NFOEC and NMF trade conventions demonstrating interoperability of multi-vendor Management Systems (Tellabs, Lucent, Nortel, and Fujitsu).

EDUCATION:

St. Louis University, St. Louis, Missouri

Bachelor of Science in Electrical Engineering (ABET Accredited Program) Chairman of IEEE Student Branch

Contact this candidate