technical support engineer

Lisa Marie Buono

Glenshaw, PA ***** 845-***-**** *****.****.*@*****.*** LinkedIn Profile

Summary

Adept engineer with more than 15 years of experience in technical troubleshooting and support. A highly motivated results-oriented professional with strong analytical and problem-solving skills. Pays attention to detail. Enjoys challenges and sharing ideas. Ability to excel in a fast-paced dynamic environment. Passion and desire for continuous learning. A profound interest in technology and its impact on society.

Education

BACHELOR OF SCIENCE MAY 1988 THE COLLEGE OF NJ

Major: Electronics Engineering

Minor: Physics

Skills & Abilities

TECHNICAL SKILLS

Microsoft Windows XP/7/8/10, Office Suite, O365, Internet Explorer, Edge, Chrome, UNIX, Linux (Ubuntu), Computer hardware/software, TCP/IP, Routers, Switches, Ethernet, IP, ATM, and SS7.

KEY SKILLS

Troubleshooting, Good Listener, Writing, Resourceful, Detail Oriented, Flexible, Enthusiastic, Energetic, Fast Learner, Dependable, Empathetic, Collaborative, Dedicated, Perseverant, Results Oriented, Time Management, Problem Solver, Analyst

COMMUNICATION

Works independently with minimal supervision. Collaborates with co-workers and connects cross-functionally with other organizations to provide quality customer support. Worked in partnership with external customers.

LEADERSHIP

Lead Engineer of a 10-person team. Engineering and maintenance of all laboratory network elements for Mobility Solutions. Delegated workload to team members. Team building.

Experience

LEAD SUPPORT ENGINEER ALCATEL-LUCENT DEC 2006 – OCT 2011

Performed integration, maintenance, and upgrades of hardware and software across all network elements to meet the needs of the Software Test/Development Group and Hardware Integration Group.

Engineered, documented and integrated projects for customer’s Lab Modification Requests.

Provided technical support for New Product Integration. Consistently met all target dates for each phase of projects.

Troubleshoot software/hardware/database problems to maintain a stable test environment.

Configured, tested and maintained LAN/WAN equipment.

Engineered Cisco, Cajun, Avaya, and Juniper routers and switches.

Identified, diagnosed, and resolved network issues.

Categorized and prioritized end user support requests by utilizing a ticketing system to track tickets and provide up-to-date status and information. Exercised individual judgment based on issue severity.

Resolved and documented end-user technical issues with network, desktop, laptop, and printers.

Maintenance and support of computer hardware, operating systems, and related software applications.

Mentored engineers from India and China on lab databases and network equipment.

Trained customers on new release features and Windows updates.

Initiated process and quality improvements for modification requests and new product integration.

LAB SUPPORT ENGINEER LUCENT TECHNOLOGIES OCT 1995 – DEC 2006

Lead role in Technical Planning and Project Management.

Provided high-level technical planning to drive projects from requirements and engineering through integration, test, and deployment.

Delivered exceptional technical support to Terminal Interoperability, Test, Software, and Hardware Development Groups within Mobility Solutions.

Engineered, documented, tested and deployed Lab Modification Requests and New Product Integrations.

Troubleshoot cell engineering, call processing, transmission and configuration related issues for Lab Trouble Requests.

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