Customer Service Engineer

*** *. ******* **.

WHEATON, IL *****

MOBILE: 317-***-****

Michael OHENE Ayeh

acee6x@r.postjobfree.com

acee6x@r.postjobfree.com

acee6x@r.postjobfree.com

acee6x@r.postjobfree.com

PROFESSIONAL SKILLS EXPERIENCE

FREELANCE: July

2012 to Present

Volunteer National Science Foundation

Participating in submitting and identifying solutions "Law Enforcement

Missing Persons with Alzheimer's and Dementia". Utilizing global WAN (Wide

Area Network) footprints for feasible applications.

In this activities I contribute to the "National Robotics Initiative" by

identifying solutions over WAN (Wide Area Networks) to ensure robotics

integration with every application truly serve the public and private

domain as resource tool.

These focuses allow me to continue in identifying feasible data assurance

strategies and solution for the "Secure and Trustworthy Cyberspace Assured

and Resilient Semiconductor and Systems Program. Bringing into awareness

the global datacenter and trunking database footprints for CHIPSET aware or

inform.

AIS International Elk Grove, IL.

Participating in re-imaging of POS (Point of Sale) computer systems for

LAN/WAN integration, these include the installation of card readers and

utilizing Linux/Unix applications for windows readiness.

Fry's Electronics Retail Computer Dept. Fishers IN.

I assisted clients in identifying peripheral and computing needs for their

every business operations or personal computing needs.

Contract Kforce at Freedom Mortgage Corp. - Fishers, IN March

2012 - July 2012

Senior Telecom Developer/Programmer Lead - Product Evaluation Program

. Performed product evaluation, analysis, and voice data infrastructure

monitoring on a sprint hand off MPLS platform using Cisco Routers and

I3 Server Gateway's. Responsible for IPSLA VoIP IPSLA WAN using

Netflow and SNMP related applications.

. Performed product evaluation for the enterprise infrastructure on

bandwidth and volume metrics reporting, identified and recommended

traffic patterns sourced application utilization via the managed

engine enterprise edition.

. Grouped daily operations application to report utilization via

approved metrics.

. Evaluated new technologies, software releases and provided high level

conceptual presentation. Performed custom software configuration for

Freedom Mortgages SIP and VoIP Gateway events collection for

utilization and reporting.

. Performed and ensured all client and server applications are

configured to report via manage engine evaluation process and

identified packet or frame type through VLAN Tunnels, Gateway path's

and exchange node points.

. Evaluated path solution application for network health and

troubleshooting, made recommendations for cable type identification

within the applications next releases.

. Interfaced with the vendor community to ensure custom configurations

for the managed engine application meet the required business needs

for daily infrastructure monitoring and management.

. Accomplished the determination that SNMP can do more than event

monitoring.

Contract with HTC Global State Farm - Bloomington, IL Jan

2012 - Jan 2012

Lead Technical Consultant Network Architecture and Security Program

. Recommended State Farm tapping into distributed VoIP gateways for the

UCCE Cisco Unified Contact Center Enterprise.

. Performed Cisco Unified Communications voice applications and PCI

compliance management; working with call flow for the Cisco

Intelligent Contact Management Cisco ICM and Cluster farm.

. Identified alternate routes during WAN failures, recommended

prioritization of 3000 toll free numbers and contributed to

architecture wide change initiatives.

. Updated LLD low-level architecture design and recommended

incorporation of distributed gateways to accelerate performance and

robust convergence.

. Made changes to LLD low-level architecture design by incorporating

sentences that impact the architecture from a centralized Unified

Communications Platform to a foreseeable distributed solution that

maps State Farm Unified Communications Interoffice and Customer call

flow to a distributed Intelligent Contact Management ICM state.

. Leveraged global distributed VoIP gateway footprint for Wireless,

Landlines and soft phone endpoints.

Contract with Tech USA at Motorola - Horsham, PA June 2011 -

July 2011

Implementation Engineer - Network Design and Implementation Program

. Participated in the design of the nationwide emergency alert system

for Verizon.

. Engineered solutions for video network deployments for Verizon Telecom

Video service.

. Supported requirements definitions for network operation centers

software development.

. Worked with a team of engineers to develop system architectures to

meet the customer requirements.

. Worked closely with customers and vendors to resolve design roadblocks

to effective and timely deployments that meet customer needs.

. Developed, designed, evaluated, and/or modified systems consistent

with customer and regulatory requirements.

. Developed system architecture, and ensured the integrity of the

architecture or design met LLD integration for Wireless and received

broadcast endpoints.

. Contributed to the fulfillment of projects and organizational

objectives while building working relationships with both internal

employees and customers.

. Performed the following aspects of engineering change requests:

reviewed requirements, assisted customer in defining requested new

features, communicated to customer the trade-offs and risks when faced

with alternatives, created High Level Designs, worked with

Subcontractor to get the HLD to a detailed design, reviewed ECI's,

performed detailed review of MOP and Design Drawings, conducted review

of MOP and Design Drawings with Subcontractor and customer, supported

installation and provided Post Mortem support of installation when

necessary.

. Reviewed subcontractor cost and scope proposals.

. Performed reviews of engineering change package deliverables.

. Dealt with a significant amount of projects around VOD and ad

insertion with EAS.

Contract with CDI at Thomson Technicolor - Carmel, IN Feb

2010 - March 2010

Product Quality Lead - Testing and Requirement Management Program

. Performed quality testing for Comcast DTA's and video broadband

product integration for the America's deployments and special project

initiative for Set Top Boxes.

. Oversaw maintenance and management responsibilities for operating

cable head end used for development and validation.

. Managed requirements, developed test plans and coordinated test

activities for validation, integration; handoffs and test execution

results.

. Performed test equipment setup, calibration, and documentation.

. Recommended the Comcast DTA must/should consider color coded LED's.

Insight Communications - Louisville, KY May 09 - August 09

Engineer Testing (consultant)

. Recommended a security program for the cable industry at large

targeting NOC operations.

. Supported Operations Management of the Central NOC (Video Operation

Center) on a Motorola digital Headend.VOD and Ad-Insertion platform.

. Streamlined Event Collection from EPGs, DACs, RAAD Billing System OM,

RPD, SEM, MRDs Encoders Mux's & Satellite Feeds.

. Identified and prepared the HFC for Proper Security Integration, made

recommendation for SLA's - Architecture wide policies & requirements

gathering.

. Coordinated and completed process documents replacing Satellite

Receivers & Log retrieval. Contributed to IRIS Serve-Assure, platform

for managing EMTA's Cable Modems & CMTS's. Provided a high level

design for the Insight VOD Platform by identifying Content Flow via

Satellite or DWDM to the Subscriber's Home.

. Utilized Network Management tools Harmonic MNX, RGB Broadcast Network

Processor. IRIS Serve Assure Solar Winds.

. Performed Metro Ethernet management SONET via ASPEN for Atrica MPLS

and cloud computing.

. Reviewed and coordinated design changes for metro Ethernet POS

applications.

. Performed incident management including the, handling of escalated

customer and NOC generated trouble reports and took corrective action

to restore service degradations and outage situations within specified

time-frames.

. Performed capacity and performance management activities including

reporting results, taking corrective action, and making

recommendations for improvements.

. Reviewed release management on video and IP networking systems.

. Identified problem management activities including root-cause analysis

and elimination, known errors documentation, and assistance with

outage post mortem documentation.

. Performed availability management to maintain specified network

uptimes and service levels.

. Escalated problems to Management as needed. Maintained open

communication with all Network Operations Personnel, Network

Engineering, Customer Service Centers, and Management.

. Interfaced with vendors to resolve network and equipment problems;

Motorola, Sea Change, Harmonic, RGB, Scientific Atlanta, Tandbergtv,

Mixed Signals, and Traveni. Reviewed Requests for Change submitted by

various company organizations and approved / disapproved as necessary.

. Ensured encoder/decoder/IRD and CherryPicker upgrades replacement are

within required standards and vendor recommendation.

. Coordinated and recommended architecture wide troubleshooting

guidelines for the Insight HFC platform to include video voice using

data protocol analyzers.

. Developed methods of procedure for change activities as required.

Provided support and assistance to the Insight NOC, Digital

Applications Engineering and other company organizations as needed.

Meridian Enterprises Inc. - St. Louis, MO Jan 09 - March 09

Lead Project Engineer (PCI DSS) - Network Architecture Security Program

(consultant)

. Accomplished end to end security policy write up targeting the

architecture and content flow.

. Coordinated and provided a high-level security policy across end to

end of the production network, ensuring daily operations stipulated

the PCI DSS requirement.

. Provided configuration guidelines and support to the turned up of the

MPLS network.

. Designed and maintained overall high level segmentation of the

production network, which includes VLAN's, VPN's Databases, the Card

Processing System and ensured card holder transaction, is identified

and secured during transmission firewall flow DNS and HTTP.

. Provided and maintained a protocol inventory for security testing.

. Initiated configuration guidelines for switching, routing and firewall

placement.

. Made recommendations for architecture wide data collection for

security and network monitoring. Identified placement of log

collection and application management servers.

SAVVIS Communications - St Louis, MO May 08 - August 08

Network Migration and Security Program (consultant) Lead

. Platform Lucent 500/550 Switch SONET OC 12 connections to Nortel

Shasta BSN-5000's.

. Infrastructure backbone connectivity serving SAVVIS Communication and

clients with over 2500 circuits targeted for migration Cisco and

Juniper M40 - M20 Internet routers. Service delivery to clients via

PSAX-2300 to 550/500 switches in the point of presence over fiber.

. Successfully completed and accomplished end-to-end migration detailed

method of procedures or process for technical reference in the event

of SAVVIS circuit or network migration activity. Applied approved

security global policies for VPN & Private Networks for firewall flows

for Cisco and Juniper.

. Ensured the satisfactory activation of customer services as indicated

by the published install process, making recommendations as needed for

the migration project. Coordinated and completed a high-level

migration requirement for a kick off.

. Reviewed the installation, configuration, and implementation of

scheduled activations within the time frames provided by management.

Provided superior customer service to both internal and external

customers.

. Maintained and ensured circuit testing and loop acceptance are within

industry standards for ATM - T1's, DS3's SONET and the OC family.

Proactively resolved delivery related issues by communicating and

interacting amongst many departments and different levels in the

organization.

. Reviewed migration builds prior to implementation. Reported issues to

management to aid in the trending and reduction in failure rates.

Provided technical support for loop delivery, circuit testing and

provided detail migration guidelines.

AT&T - St. Louis, MO Aug 06 - Feb 08

Quality Testing - Quality Testing and Architecture Security Program

(consultant)

. CSO Team (Chief Security Office) Activities Threat Management, Network

Engineering, Architecture Release and Change Management.

. I contributed to the AT&T - Alcalu smart grid initiative by

recommending Ethernet interface and also making the smart grid IPv6

capable. While engaged with security research and test planning on the

billing platform and how smart meters will incorporate Layer 2/Layer3

VPRN- VPLS's - MPLS tunneling for operations and security management.

. Provided IPTV Infrastructure and Content Protection (QA Testing IPTV -

VoIP & IMS) Platform Aurora Threat Management Cyber-feed, Designing

and Integrating Juniper and Checkpoint Firewalls/VPN's to a Dedicated

Arcsight Collector for Secure Monitoring/Correlate Real Time data

using a SIM (Security Information Manager). Microsoft Digital

Certificates, Advanced Encryption Standards, Data Encryption

Standards, Advanced Encryption Standard Process, FIPS, ANSI, ISO,

NIST, ASPR, SCTE, SMPTE, EVDO, SSL. IPSeC and Firewall flows for

diver's protocols.

. Content Aggregators, Middleware, Distribution Equipment, Microsoft

Servers, Media Servers, Digital Rights Management, Conditional Access

System, IPTV Test Equipment, Media- Encoders, CPE's, Set Top Box's,

Residential Gateways, Middleware, Billing System, Ad Insertion

Servers, Premises-Distribution, Video on Demand Servers, Digital Asset

Management, Media Editing Tools, Program Content Providers, Media

Viewers, Ultra Broadband, Mobile Video, SONET OC 48, OC3,OC12 and192,

Multicast, DHCP, LDAP, RADIUS, BGP, OSPF, VPLS, IGMP, Alcatel 7750,

7450, 7330,7340, MPEG-4, H.264, MPEG-2, G6 Voice Gateway's, Cisco

3550, ADSL, ADSL2+ VDSL2, POTS, POS, PON, BPON, SIP and Secure

Wireless integration.

. I planned and wrote several test plans for end to end architecture

security testing for the AT&T light speed Program.

Charter Communications - Denver, CO Jan 06

- Aug 06

Network Engineer/Architect - Network Design Testing and Product Evaluation

Program (consultant)

. Provided VoIP Engineering and design of, Charter Business (CB)

technical project requirements, including working closely with the

vendors and Charter Corporate engineers to ensure timely and efficient

service availability.

. Conducted and accomplished equipment testing, interoperability testing

at vendor / lab site, including multiple configurations of various

products (e.g., PBX, IP Centrex multiple MDU solutions), as well as,

other products required by Charter Business.

. Supported the initial (first market) installation, test and

integration of all Charter Business related equipment in the NOC, Head

End/Central Office, Primary Nodes, Customer Office premises or other

locations. Responsible for equipment which may include, but is not

limited to, developing specifications, evaluating, implementing /

testing of selected equipment. Contributed to the Company vision of

being the industry leader in customer service through quality,

commitment, courtesy and teamwork.

. Led Charter Business (CB) product development from RFI to Field Office

Application (FOA); Supported CB within the divisions/KMA through

product life cycle engineering requirements; Supported CB and

participated as a team member for launching commercial

telecommunications services over the cable networks or existing

telephony infrastructures; Provided subject matter expertise to the

Divisions for CB solutions; Performs CB Product and Network

Engineering functions as required.

. Engineered and designed Charter Business technical architecture for

small business voice services. Created and worked with VOIP product

development in creation of specification documentation and maintaining

updates.

. Led projects with limited supervision and evaluated and determined the

best path to move forward and create a process; Created / managed a

timeline and project plan product development of telephony related

network elements.

. Developed test and interoperability plans for CB equipment; Ensures

product configurations (e.g., PBX, IP Centrex multiple MDU solutions)

are interoperability tested with existing VOIP telephony systems.

. Evaluated new release codes and upgrades as ready for FOA production.

Assists Divisions, CB and Corporate Engineers in deployment of CB

equipment; Assists Interoperability. Engineer in assessing the

readiness of specific system networks, and recommended modifications

necessary to deploy telephony service. Assisted the VOIP Product

Development team and leads as necessary the Charter Business technical

requirements.

AT&T - St. Louis, MO Jan 04 - Jan 06

Network Engineer - Enterprise Network Support for the Americas MSO's/ISP's

Program (consultant)

. Provided the day-to-day management of the enterprise telecom network,

providing DOCSIS support for North American MSO's/ISP's. Supported

network infrastructure design and performance; load balancing, Node

moves and Circuit/Server deployments. Provided real time deployment of

the MSO's or ISP's network devices and servers, rapid isolation of any

detected problems, resolution and tracking of all reported problems,

performance and coordination of scheduled maintenance's and checking

quality of work completed on a DOCSIS 1.0, 1.1 2.0 and PacketCable

standards.

. Supported MSO field technicians experiencing complex technical issues.

Performed configuration management, served as a technical liaison to

other boards and working group Plans, implements, tests, documents,

and maintains enterprise-wide solutions to total system or subsystem.

. Managed Network outage events using Terminal Access Control Server on

UNIX, SNMP and HP Open-view platform, which include

Wireless/VoIP/WAN/MAN Broadband Connectivity. ISP/MSO Technology Edge

Support for HFC, DOCSIS, Gigabit Ethernet, TCP/IP Network Security,

TCP/IP Network Design & Engineering. Cisco configuration: BGP, OSPF,

NAT, VPN, VLAN, and Security. VoIP Protocol experience - SIP, MGCP

Cisco 6500, 4500/4000 Switches Cisco 2600, 7200, 7500 Routers, Cisco

AS series Gateways and Gatekeepers Catalyst OS, IOS and Hybrid OS

EIGRP, OSPF, ACL's Spanning Tree and complex switched LAN

architectures, multi-protocol routing with large WAN's, SSL, security

tokens, VPN, Firewalls (PIX) Checkpoint, VOIP/QOS, SIP and H.323 PSTN,

VOIP and IP network protocols latest technologies. OC Family, SONET,

CISCO, CUDA, MOTOROLA, Arris Cadent UBR's . GSR's the CATALYST's and

Telco Family. ATM, MPLS, QoS, Multi-cast, BGP, DNS, DHCP, TFTP, OSPF,

IS-IS and ToD, on a 24 X 7 basis for the purpose of preventing outages

to the network.

CUMMINS INC. - Columbus, IN June 03 - Dec 03

Contractor/Network Support Analyst - Network Support Program

. Implement Active directory, WINS, DNS, SMS, ISA and software

deployment on Windows 2000 server platform.

. Utilized Citrix MetaFrame Access Suit Providing secure, single point

of access to enterprise applications and information; Management of

applications from a central location with access to apps globally;

Management of heterogeneous applications, delivering functionality as

required Maximization of IT efficiencies through centralized

administration; Citrix management, monitoring and measurement; Citrix

management and access of UNIX - ORACLE - SQL platforms/applications.

. Veritas Storage experience including Disk Group Configuration, Disk

Group Mirroring, Disk Group Deporting/Importing, Disk Group Fast Sync,

Volume Management, Statistics and Reporting, and MS Windows 2003

Enterprise Server Inter-operability.

. Configured Openserver, Microsoft Proxy Server, Windows 2000 Server,

Active Directory Services, Exchange 2000 Server IPX/SPX, PC Anywhere,

MS Office 2000, Enterprise Server Administration, Citrix Server

Administration, Divers Internet, Extranet and intranet applications

Support, Microsoft Access, GroupWise, Remedy, EDI, Concur, ASOMS, SMS,

SAS.SMS Tools Dame-ware NET- IQ.

THOMSON MULTIMEDIA INC RCA - Indianapolis, IN 1999-2003

Network Field Support Engineer (consultant)

. Reviewed technical staff's work for accuracy and adequacy by providing

unit test verification before shipping. Ensured boot loaders and

recommended releases meet DOCSIS and Packet Cable Standards.

. Supported installations and maintenance of CPE hardware for LAN and

WAN applications.

. Established necessary testing requirements to evaluate the proposed

designs and to validate the technology platform or systems

(laboratory, network verification, and operational readiness.

. Participated and contributed to the development of the 3-5 year

architectural roadmap and evolution for the RCA cable and VoIP modems.

. Maintained test environment by providing onsite hardware and software

system support. Digital Cable TV network experience - DOCSIS, Packet

Cable, Packet Multimedia. System improvement, upgrading installing and

configuring systems.

. Provided answers to ISP's/MSO's by identifying problems -researching,

guiding clients through corrective steps. Technical manual

development, Influence Instruction Book and CD content user/installer

instructions. Designed and supported CM-Watch cable modem diagnostic

utility for ISP/MSO engineers, instruction and user guide.

. Reviewed and updated technical content for broadband support.

Programming Language: C++ IDE Microsoft Visual Studio

Infrastructure Design Utility/Applications: NI (National Instruments)

ORCARD - VISIO - AutoCAD

EWB (Electronic Work Bench) - BOSON (Cisco Network Simulator) - KALA

(Network Planning and Design)

QUALIFICATION SUMMARY

2007 -2013 BEET Bachelor Electronics Engineering Technology World College

VA. USA

Emit Electronics Institute - 1989-1993 Accra, Ghana

Diploma - Telecommunications & Electronics Engineering.

Teaching Experience: Microcomputer Hardware (Information Engineering

Studies) Accra Ghana

Teaching Experience: Microcomputer Hardware (Intersoft Systems Limited)

Accra Ghana

Completed Training:

Computer Security Certificate Professional

Planning Building and Managing a Private Cloud

ICND - Internetworking Cisco Network Devices

Network Management and Security

Internetworking with TCP/IP

Troubleshooting TCP/IP Networks

TCP/IP Management

Motorola Digital Head-end Management

Completed Over 25 Telecommunications Courses through AT&T E-Campus

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