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Customer Service Engineer

Buford, Georgia, United States
January 21, 2018

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Robin R. Watson

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

Lawrenceville, GA 30044



Bachelor of Science, Computer Information Science May 2003, Columbia, SC

Benedict College


Ericsson Duluth, GA, May 2007 -Dec 2016

Network Operations Center Engineer

As a NOC Engineer, It was my job to provide customers with information and updates on reported problems. I often provided support and maintain back office VOD systems for customers such as Comcast, Time Warner and Charter Communications. These complex systems are Sun Solaris and Linux operating systems. The knowledge base for these systems requires extreme network troubleshooting skills along with in depth application support knowledge. It was also my job to find the root cause of failing content while monitoring server logs. I was responsible for loading ssh keys to catchers after rebooting and sometimes to manage disk space if needed. I have been involved in assisting other engineers with troubleshooting streaming outages which involved monitoring the Oracle Database on the AMS system as well as Openstream. While in the NOC I had the pleasure assisting other Sr. Engineers with a few AMS upgrades.

• Perform research on customer reported problems

• Handle customer requests and inquiries

• Placed authorized keys across multiple systems for ssh access security

• Managing disk space for server logs and Oracle DB.

• Content Delivery Systems

• DHCP configuration

• Solaris and Linux Admin

• User and Group account management

• DNS (master/slave, dynamic updates, multiple zones)

OS: Linux, Sun Solaris

Remedy, SSH Secure shell, SQL

Web Portal Administrator

As the Web Portal Administrator, I manage the Ericsson customer web portal for new accounts created by end user’s. I also work closely with Ericsson’s Development Operations team to construct the web portals layout as well as help with testing with small projects with the Cloud team.

•Create new accounts for existing customers.

•Work closely with Development Operations team for 2 years to maintain and perfect the lay and functionality of Ericsson’s internal web portal.

•Maintained and organize lab asset and perform audits monthly.

•Testing within Openstack

Applications: Remedy, SAP, Openstack

HTML, CSS, Javascript, Basic Python

Project Support Professional

As part of the SAP migration team at Ericsson I have completed one full life cycle with experience in configuration of SD-CS modules and integration testing. As acting team lead I was responsible for overseeing the quality of work related to multiple ongoing projects as well as end user training. I also worked extensively with Ericsson’s 3rd party vendors to make sure company payments were made on time while preforming asset management duties for all Ericsson customers labs. As a project professional I also worked very closely with all Project Managers to create networks and service orders as well as create and maintain all Intercompany and Revenue Recognition billing process. This ensured engineers travels during active projects as well as Ericsson’s compensation for each project.

• Part of the SAP implementation team

•Maintained and organize lab asset and perform audits monthly

•Verify all licenses were up to date.

• Responsible for processing all customer sales orders and service orders for both internal and external customers

•Managing invoices and PO’s for Ericsson contractors

•Maintained and organize lab asset and perform audits monthly and verify all licenses where up to date.

•Maintain all ICRRB’s.

Applications: SAP, Excel, VBA, Remedy

IBM Atlanta, GA, Jan. 2004 – April 2007

Master Technician

While at IBM I provided level 1 support to IBM end users for the Lenovo ThinkPad’s. I also managed customer’s inquiries about shipments and updates. All while providing troubleshooting techniques and knowledge about IBM servers and software.

• Provided customer service to IBM customers and private vendors

• Provided Diagnostic & Repair for Lenovo ThinkPad’s

• Managed troubleshooting with hardware and software issues

• Resolved customer issue in a timely and pleasant manner

• Managed customer inquiries, issues, concerns, and escalations

Applications: Clarify

SKILLS: Asset Management, Content Management, Linux/Unix, Linux Networking Management, Basic SQL, HTML, CSS, JavaScript, Basic Python, SAP CS,SD, HR, MM, SD, SAP Implementation and Testing, CRM, SAP GUI, SAP NetWeaver Business Warehouse, Remedy, Clarify, Sun Solaris, MS Office Suite, VBA

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