**A Crescent St. 978-***-**** Home

Pepperell, MA 978-***-**** Mobile

***** ac1nwq@r.postjobfree.com:ac1nwq@r.postjobfree.com

mailto:ac1nwq@r.postjobfree.com

Lou Confrancisco

Education

Stevens Institute of Technology Hoboken, NJ

●Bachelor of Engineering Degree

●Concentration subjects were analog hardware design, and communication systems theory.

Experience

Customer Service Engineer

Burk Technology Littleton, MA 9/2016-Present

Application assistance for Burk Technology broadcast remote control equipment.

Verify firmware and software changes prior to customer acceptance testing.

Assist technical writers preparing documentation for new products.

Devise custom views for Burk Technology control software.

Write and debug macros for use by broadcasters to automate their daily operations.

Application assistance for customers requiring calculated values to show up as meter channels.

Troubleshoot SNMP operation between Burk equipment and customer equipment.

Assist broadcast engineers isolate and eliminate interference on metered signals.

On Site Customer Service Engineer

MorphoTrak Sudbury, MA 5/2013-Present

●On site vendor rep for the MASP fingerprint system (AFIS) and criminal history database.

●Manage back end servers.

-40 Red Hat Linux servers, comprising a primary and DR system sharing processing and configured to fail over automatically.

-Install and configure customer managed McAfee Anti Virus on all backend servers.

-JBoss based application support and troubleshooting.

-Manage 2 Windows AD servers to administer a domain with over 100 end users, and about 50 workstations.

-Manage AD Servers responsible for LDAP authentication for client services.

-Support and configure virtual Windows AD server, on Linux for testbed system.

-Add/drop users, adjust user privileges for domain users as needed

-Add/drop/change computers on the domain.

-EMC NetWorker backups to 2 Dell TL4000 tape jukeboxes

-12 Dell SAN servers connected to the database via fiber.

-Manage back end anti-virus installation and monitor its operation.

-Log file archiving to NAS drive.

●Install and support over 100 Windows data entry workstations.

-Install dedicated Win 7 based workstations on the domain.

-Install AFIS services on customer managed workstations outside the domain

-Train users on workstation operation.

-Support users, troubleshoot operational issues.

●Make changes to the oracle database to accommodate drop/add/moves, using scripted SQL queries.

●Maintain all scripts needed to monitor back end server operation.

●Work with customer on hardware certification in the state.

●Install Windows 7/10 based livescan equipment throughout the state.

●Train fingerprint operators on technique and the MASP Workflows.

●Troubleshoot customer network to resolve operational issues.

-Enter problem reports directly into customer’s ticketing system, and work them to resolution

-Prepare and test firewall changes to provide services to workstations.

●Provide monthly and quarterly statistics on database usage and backup system health to management.

●Deploy custom reports for the customer to use in tracking their operations.

●Track problem reports via APPLIX ticketing system.

Technical Support Engineer

SeaChange Acton, MA 11/2012 – 5/2013

●Support the SeaChange Axiom and Adrenaline products.

●Troubleshoot customer networks to resolve operational issues.

●Follow up with customers to ensure satisfaction.

Sr. Broadcast Operations Engineer

TV Guide/Rovi Bedford, MA 4/2006 – 5/2012

●Support the Rovi Passport cable guide and associated applications on Motorola and Cisco cable systems.

●Troubleshoot customer networks to resolve operational issues.

●Prepare MOP and carry out scheduled procedures to install and support Rovi Passport cable guide on Motorola and Cisco cable platforms.

●Participate in presales demos, providing technical information and network loading estimations.

●Document details of site installation in a support database for quick retrieval during support activities.

●Install and maintain the MPEG and VBI data insertion network elements located at broadcasters and MSOs.

●Manipulate the SQL databases on Windows and Linux Passport guide servers to enhance performance at customer sites.

●Copy and install customer databases onto lab equipment for the purpose of cloning system configurations and reproduce field issues for resolution.

●Work with TV Networks to approve our equipment for data insertion on their Broadcast, and manage the post approval technical relationship.

●Develop practices and procedures for managing the TV Guide insertion equipment for TV Station and MSO engineering staffs.

●Schedule maintenance activities for Data insertion equipment.

●Troubleshoot and repair malfunctioning hardware in the field.

●Support individual station engineers and cable operators troubleshooting problems involving viewer reception of TV Guide data.

●Manage the relationship with the department’s telephone line vendor.

●Manage the technical relationship with National Datacast who provided broadcast bandwidth on PBS stations.

●Develop and distribute procedures for equipment replacement for site engineers.

●Configure Windows and Linux Servers for the Passport guide to operate on customer networks.

Professional Services Engineer

Steleus/Tekelec Westford, MA 10/2003 – 4/2006

●Post Sales Engineering and installations of customized SS7 monitoring hardware and billing software running on MS Windows servers.

●Provide professional services for customers, including writing custom reports for billing, quality of service metrics and fraud detection.

●Personalize call detail records to incorporate data from network databases (i.e. LERG).

●Provide training to operators as part of the installation effort.

●Provide post-sales support both over the phone and in person.

Video Support Engineer

Ezenia! Burlington, MA 02/2003–10/2003

●Provide all facets of Video Product support. (H.320/H.323) for systems running on Windows, and OS/2.

●Presales engineering, price negotiation, obtaining purchase orders, installing systems, providing post sales support and training.

●Support InfoWorkspace, a secure virtual collaboration software package used by civilian and government agencies.

Senior Escalations Engineer

Octave Communications Nashua, NH 06/2001–12/2002

●Solve customer issues above the technical level of the tech support department, and raising the level of proficiency through training and sharing of information.

●Make both pre-sales and post-sales technical presentations to customers concerning product features and capabilities of the conferencing system running on Unix and Windows servers.

●Assume department lead in transfer of VoIP (H.323 and SIP) product information to the support team.

●Take leadership and responsibility for troubleshooting and solving issues with the products web-based user interface. Consulting with engineering on product deficiencies, and tracking deficiency resolution through the engineering cycle.

●Analyze and solve connectivity and voice quality issues across ISDN PRI (E1/T1) or RBS voice circuits.

●Analyze and solve connectivity and voice quality issues across IP networks using packet capture, and statistical traffic analysis.

●Coordinate multi vendor troubleshooting efforts for VoIP and TDM system integration.

●Represent Octave at SIP-IT multi-vendor SIP interop testing

Senior Network Support Engineer

VideoServer Burlington, MA 09/1997–05/2001

●Support the entire line of H.320 and H.323 multipoint videoconferencing equipment.

●Develop and maintain an automated support test facility to emulate customer environments.

●Responsible for the maintenance and technical content of our support web site including documentation and software updates.

●Manage Contract web site designers during a site redesign.

●Provide escalation and application support to resellers, and the Ezenia! Support and Sales Groups on the entire Ezenia! Product line.

Systems Engineer

Octocom/Telebit/ITK/Digi Chelmsford, MA 03/1991–09/1997

●Escalation Support for the entire line of Multiprotocol routers, and analog and digital modems.

●Installation and support of routers installed on TCP/IP IPX/SPX and Appletalk networks.

●Manage the beta testing of new features, and worked with design engineers to decide schedules for new feature integration and bug fixes.

●Provide application-engineering support for all field application engineers, and manage the transfer of information from engineering to the field.

●Maintain the automated software patch distribution mechanisms.

●Work in the SQA department qualifying communications equipment.

Other Skills

●Unix/Linux, Windows and OS/2 Server installation troubleshooting and administration.

●NTSC and ATSC broadcast impairment troubleshooting.

●Worked with Video test equipment to troubleshoot problems at TV Stations and Cable Headends.

●WAN/LAN Communications protocols and methods, including TCP/IP, Appletalk and IPX/SPX.

●Cisco and Motorola Cable platform operations and troubleshooting.

●Troubleshooting Showrunner interoperability with the Arris and Seachange VOD platforms.

●SS7 network capture and monitoring.

●Telephone network traffic analysis based on SS7 data.

●Primary and Basic rate ISDN, standards and operation

●Pots Network troubleshooting (international and domestic)

●HTML Programming

●H.320 Videoconferencing systems

●H.323 Videoconferencing systems

Additional Information

Completed Red Hat Linux training.

Completed Cisco headend training.

Received Microsoft Certifications, MCSE, MCP and MCP+I.

Completed Checkpoint FW-1 Firewall Training.

I have traveled extensively worldwide for the purpose of equipment installation and problem analysis/resolution.

Held a secret level security clearance when working on defense programs.

Contact this candidate