Support Engineer
Resume:
Carlos E. Parra
978-***-**** (cell)
Tampa FL 33647
email: *******@***.***
Summary :
Over 30 years of experience providing software and hardware technical assistance to worldwide customer base for Networking and repair services, with expertise in:
ATM, Frame Relay, GE, FDDI, Token Ring, LAN and Ethernet, UNIX platforms, Video conferencing over IP and ISDN
Certified Videoconferencing Engineer Verification # M85DTT5186
Wireshark certified ID # 465845
Guidance and training of technicians in application and repair.
Program management of embedded networking products such as routers and switches.
Technical training for various networking products and technologies.
Strong communication skills and the ability to work with all levels of engineering and management.
System and network administrative support.
Conducted technical marketing presentations to large international audiences.
Technically and conversationally fluent in English, Spanish with conversational Portuguese as a third language.
Video network integration from Gatekeepers, Firewalls, Video Bridging and Scheduling Video conferences on IP and ISDN
Technical support to LATAM customers in support of aggregation devices and switches for major carriers.
Marh 2016- August 2017
Raisecom Inc
Tampa FL
Bilingual Tech Support Eng LATAM
Providing support to customer s in Latin America on Carrier Ethernet to Carrier Services Companies for Demarcation devices Switching L2 and L3
Case management and performing solutions with R&D Beijing for customer issues.
Translations of POC and homologations for Engineering proposals from Spanish to English for evaluation and compatibility of Raisecom products to meet customer requirements from headquarters (Beijing)
July 2015 – December 2015
Polycom Inc
Tampa FL
Field Sevice Eng
Provided Support to field issues and complete video network implementations from firewalls, gatekeepers, management devices and endpoints to full completion, as well as customer training for basic knowledge of their Polycom video conference infrastructure .
December 2014 – July 2015
Polycom Inc.
Tampa, FL
Resident Technician
Provided onsite support to Polycom End_User. Managed video network infrastructure: RMX’s, Single Cluster DMA’s, RPAD, CSS, and RPRM.
Provided troubleshooting, monitoring video network performance, and test calls with Lync and H323 participants prior to scheduled meetings.
Provided support to all end-points HDX, GS and VSX users as well as outside users of the core network.
January 2004 – November 2014
Polycom, Inc.
Andover, MA
Sr. Technical Support Engineer
Assisted customers with issues connecting their Polycom video equipment to their Networks for IP and ISDN video conferencing calls
Configured customer routers and firewalls for ability to successfully make a video conferencing call over IP.
Configure ISDN parameters for digital video calls on Polycom Video Conferencing equipment.
Lead on Email support for process and execution enhancements to provide quicker response time for customers.
Assist in generating contract revenue for customers who no longer have warranty or service contract.
Pre-sales support on Polycom products for interoperability with certain type of networks.
Assisting customers From CALA and Domestic in support of network issues related to Bridges RMX 1000/1500/2000 and 4000 RSS, VBP’s, RPAD Resource Manager and DMA’s
January 1999 – July 2004
Lucent Technologies
Westford, MA
Experien1999- Sr Network Support Engineer:
Provide post-sales engineering support to national carrier account, SBC North a.k.a. Ameritech, a network of 320 switches in support of ATM and Frame Relay.
The support includes software and hardware upgrades, software patches and writing procedures to implement the enhancements.
Resolving or escalating high-priority, incoming service calls. Reproduction efforts in the lab and direct work with sustaining for software fixes.
Receive, prioritize, and monitor escalated calls and work these calls until they are satisfactorily resolved.
Update key members of customer management staff weekly on status of all customer issues.
1995-1999
3Com
Marlboro, MA
Beta Field Test Manager
Coordinated and managed all site installations and technical issues with test sites, account team, and members of the Beta Team, from beginning to completion of beta program, including the ordering, loan and management of field equipment.
Managed and led the internal product readiness review with software and hardware engineering teams.
Managed a staff of product focused engineers.
Assisted in failure isolation, resolution and feedback to customers.
Ensured that all Beta test criteria was met prior to the release date.
Researched SQA documentation to generated test processes for customers.
Worked with Technical Publications to ensure that Release Notes are current.
Provided technical and management support in English, Spanish and Portuguese for customers in North America, South America and Europe.
1993-1995
Cabletron Systems, Inc
Rochester, NH
Escalation Support Engineer
Responsible for troubleshooting and design of Token Ring, FDDI and Ethernet products.
Provided telephone support in English, Spanish and Portuguese for customers in North America, South America, and
Europe.
Interfaced with product support, engineering, sales and other groups in effort to provide customer satisfaction, support and training.
Translated technical information to Spanish-speaking countries.
Education
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