MATTHEW EDWARD PEPIN

Coconut Creek, FL ***** 954-***-****

ac9t5w@r.postjobfree.com https://www.linkedin.com/in/matthew-pepin-477bb22

INNOVATIVE SUPPORT ENGINEER

Delivering technical solutions and developing customer relations

Versatile and dynamic professional skilled in customer-facing situations, providing support through proof of concept to product delivery. Adept at meeting new challenges from conception to completion with confidence and good humor. Accomplished communicator with exceptional presentation skills. Experienced in both small and large-scale projects nationally and internationally.

KEY SKILLS

Pre and Post Sales Engineering and Technical Marketing

Technical presentations & training

Cisco DNCS platform

BMC REMEDY Ticketing System

DRUM, RIO & SCOPE Cable Modem diagnostics programs

HYPERTERMINAL, PUTTY & TERATERM terminal emulation programs

Knowledge of LAN and WAN networks

Open Cable Architectural (OCAP) Platform

Motorola DAC platform

VOD & SDV ( Switched Digital Video ) applications

SPLUNK, KIBANA, SWORD, MOTOTERM, CLMS

ASSET TRACKER video on demand content reference

WIRESHARK packet analyzer tool

PROFESSIONAL EXPERIENCE

Experis, A Subsidirary of the Manpower Group, Denver, CO 2017 - 2019

Spectrum Network Engineer II Consultant CISCO ( now Synamedia ) Systems, Denver, CO

Worked in a team environment to provide tier 3 support for Charter’s 25 million customer migration to Spectrum Guide.

Supported Field OPs to guide, identify and resolve issues with the installation of Spectrum Guide.

Used Remedy to manage and triage over 100 different post-installation Spectrum Guide issues from Customer OPs.

Wrote daily detailed reports on troubleshooting and fix efforts. Using these to track network and software updates for failure rate as well as identifying new errors to Software Engineering.

Applied fix agents for network and software defects identified.

Detailed escalations on network impairments and outages to the NOC which would need additional monitoring to ensure resolution.

Mentored team members on troubleshooting steps, fix agents and triage tools.

Created MOPs for new tools, errors and time-consuming troubleshooting steps.

Common Issues: Spectrum Guide (Full and Mini), RF, DVR functionality, VOD, Packaging (Including CLMS misconfiguration), STB failure, Installation guide deviations, Netflix failure on WorldBox

Samsung Electronics America, Ridgefield Park, NJ 2008-2016

Manager, Enterprise Business Division ( EBD ) Set-top Box Regional Support Engineer for the Southeast

Assisted in obtaining set top product sales at key MSO’s such as Time Warner and Brighthouse Networks ( now Charter ) by delivering technical presentations and demonstrations to cable MSO’s in support of sales teams.

Lead technical field trials of new products, recording and reporting results in a clear manner.

Created and performed technical and operational customer presentations.

Performed tests and evaluations on products under development.

Produced technical documentation and resolved network related problems for cable set top products.

Provided extensive customer contact and interaction to support deployed product including workweek travel and rotating on-call duties.

Pace Micro Technology Americas ( Now Arris ), Boca Raton, FL 2001-2007

Sales & Network Support Engineer

Assisted in obtaining set top product sales at key MSO’s such as Time Warner, Comcast, Brighthouse, Roger’s in Toronto and Videotron in Montreal by delivering technical presentations and demonstrations to cable MSO’s in support of sales teams.

Lead technical field trials of new products, recording and reporting results in a clear manner.

Created and performed technical and operational customer presentations.

Performed tests and evaluations on products under development.

Produced technical documentation for cable set top products.

Resolved network related problems for cable set top products.

Provided extensive customer contact and interaction to support deployed product including workweek travel and rotating on-call duties.

Advanced Media Technologies ( AMT ), A Division of Itochu International, Deerfield Beach, FL 1998-2001

Staff Engineer

Provided engineering, technical, sales and information support for AMT ( formerly DX Communications ).

Provided engineering support to sales, installations and customers, setup trade show exhibits.

Primary U. S. contact for engineering and technical information flow including failure escalation and factory ( Japan ) modifications for DX Antenna product.

Created, modified and implemented Quality Control procedures for new and repaired product.

Performed fault analysis, redesign and modifications of circuits as needed.

Performed Competitive analysis reporting.

Extensive use of Video and RF test and alignment equipment.

BARCO Communications Systems, Kennesaw, GA 1995-1998

Customer Service Engineer

Provided sales, engineering, technical and information support to Barco Communications Systems and also design and setup trade show exhibits.

Primary U. S. contact for engineering and technical information flow including product failure escalation and factory (Belgium) modifications.

Created, modified and implemented Quality Control procedures for new and repaired product.

Provided telephone technical support and field service support as needed.

Created and maintained product failure database and several customer databases.

Provided written reports to factory ( Belgium ) engineering staff of mentioned databases.

Extensive use of Video and RF test and alignment equipment.

BARCO Projection Systems Inc., Kennesaw, GA 1987-1995

Senior Service Engineer

Performed testing, troubleshooting and repairing of Barco large screen projection systems.

Repaired to component as well as board level in a shop environment and at locations throughout the U. S.

Extensive experience aligning projectors, both ceiling mounted and rear screen projection systems.

Assisted in setting up trade show exhibits and special events.

Carryied out on site installations with the team and alone.

EDUCATION

Bachelor of Science (BS) in Electrical Engineering Technology Clemson University, Clemson, South Carolina.

PROFESSIONAL DEVELOPMENT

Completed SCTE courses “Home Networking Essentials” and “Wireless Level 1 CWTS”.

Received some DOCSIS 3.1 training provided to systems by VIAVI Solutions

ASSOCIATIONS

Member of the SCTE ( Society of Telecommunications Engineers )

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