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Engineer Technical Support

Sterling, Virginia, 20164, United States
May 22, 2018

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Roy W. Hoerauf

Sterling, VA 703-***-****

Technical Support Engineer

Qualifications Summary:

Accomplished IT professional providing 20+ years of significant contributions as a team leader/member, involved in the direct support and implementation of telecommunications products and solutions. Able to quickly learn and understand new technology and clearly convey technical concepts solutions to technical and non-technical audiences and customers. Recognized for commitment to excellence in all assigned projects and eager to face new challenges.

Key Strengths:

Customer & User Support System & User Training Diagnostic Testing

Excellent Verbal & Written Communications Highly Inquisitive & Resourceful Vendor Management

Hardware/Software Troubleshooting Natural Problem Solver Product Rollout

Extensive Network Knowledge Product Definition

Technical Proficiency:

Linux, VMware and OpenStack, VoIP, Session Border Controllers, Softswitch and Media Gateway Functionality, SS7/MTP/ISUP/TCAP/AIN, VoLTE/IMS.

Professional Experience

Metaswitch Networks, Reston, Virginia 2005 – 2017

Technical Support Engineer (2011-2017)

Provided ongoing technical support and training to the global customer facing support teams for new company products and features/functions.

Authored technical documentation concerning the installation, configuration, and use of new products and features/functions for the support teams and customers. This included being the SME for the Session Border Controller (Perimeta) and developed/documented the Hosted PBX Reference Architecture to allow customers to easily and quickly develop their own HPBX offering.

In support of my technical support role, I installed, configured, commissioned, and maintained several labs that consisted of company and 3-party products which included VMware and OpenStack deployments.

Customer Support Engineer (CSE) (2005-2011)

Provided direct L1/L2 support to customers for complete product line which included soft switches, unified communications, and management/diagnostic servers.

Worked closely with the customer to plan the migration from their existing equipment, commissioning the equipment, and planning and performing upgrades.

Subsidium, Inc., Front Royal, Virginia 2005


Attended Cisco BTS 10200 training. Provided consulting services for the Cisco BTS 10200 and PGW 2200 VoIP solutions.

Computer Sciences Corporation, Herndon, Virginia 2003 – 2005

Principal Systems Engineer

Developed and implemented the data migration plan for transitioning the NGA from a Peregrine to Remedy Help Desk solution.

Collaborated with the Defense Information Systems Agency (DISA) network engineering group in reviewing their plans and assisting in the implementation of SS7 in the world-wide Defense Switch Network (DSN).


Professional Experience, continued

Cable & Wireless, Reston, Virginia 1993 - 2003

Principal Network Engineer

Led network engineering in the Voice over IP group.

Worked within a multi-national group to design, test, and implement a VoIP service serving as the primary testing resource for all aspects functionality and operations.

Authored test plans and ensured all possible call scenarios were identified and tested.

Assisted co-workers with all other aspects, including network requirements and architecture, voice features, TDM, and IP network integration, etc.

Designed the feature specific flow diagram for a new Global VPN service. Functioned as the primary interface with two vendors for all aspects of their implementation of the service and the overall project.

Ensured vendor compliance to the product feature requirements, deployment, and implementation of new network nodes (SCPs). Coordinated all feature testing.

Managed the SS7 System Engineering department responsible for the overall health of the C&W Signaling System 7 (SS7) signaling network.

Monitored the network to ensure sufficient capacity, providing engineering and level-three maintenance support for Signaling Transfer Points (STPs), and Subject Matter Expert for SS7 protocol.

Additional Experience

Senior Product Engineer NEC America, Inc., Irving, Texas

Managed all phases of ISDN product definition and implementation ranging from product and feature definition through customer trials and initial deployment. Developed and wrote the product specifications for a National ISDN-1 compliant ISDN terminal.

Engineering Product Manager DSC Communications Corp, Plano, Texas

Managed new product, Service Control Point (SCP), which involved a partnership between DSC and Digital Equipment Corporation. Helped design, and subsequently implemented, the development plan (functional requirements, hardware and software development, customer support, training, etc.) for the SCP.

Engineering Project Manager Pacific Bell, San Ramon, California

Led the initial implementation of Signaling Transfer Points (STPs) for the emerging SS7 network in support of SS7 and ISDN-based services. Single point of contact for all issues (administration, operation, maintenance, feature content and definition, training, etc.) relating to the STPs between Pacific Bell and our vendor of choice.

Production Metallurgist Titech International Inc., Pomona, California

Served as a technical resource of metallic elements for a titanium foundry. Reestablished the in-house metallurgical laboratory to provide timely microstructural evaluations of products in the development stage and during production.

Captain / Operations Officer United States Army

Achieved the rank of Captain within 3 years. Functioned as Operations Officer of a maintenance company responsible for the maintenance and repair activities of six sections consisting of 269 personnel.


Master of Business Administration

Claremont Graduate School, Claremont, California

Master of Science, Engineering & Bachelor of Science, Engineering Administration (dual degrees)

Bachelor of Science, Engineering

Michigan Technological University, Houghton, Michigan

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