Quality Assurance Customer Service

SMITHA PATEL

MAILING ADDRESS: **** Abbotts Bridge Road, #903, Duluth, GA 30097

TELEPHONE: 770-***-****; E-MAIL: ***********@*****.***

OBJECTIVE:

Seeking a career that involves management, development and implementation of technologies in the field of

Information Technology/Telecommunication engineering.

CORE COMPETENCIES:

• 8 years of experience in the Telecom domain with sound knowledge of principles, terminology and

trends of IT/Telecommunication systems and equipment.

• Good understanding of systems engineering and software development life cycle.

• Proficient in requirements specifications gathering and preparing planning documents and written

reports.

• Skilled in planning, organization, monitoring and control of all aspects of projects.

• Excellent communication, analytical, interpersonal, and presentation skills.

• Possess excellent project management, vendor and customer management skills.

• Good problem solver with the ability to prioritize and make timely decisions.

ACADEMIC QUALIFICATIONS:

• Master of Science in Telecommunication Systems

Jun 2005

College of Engineering, Northeastern University, Boston, MA

• Master of Science in Information Systems

Jun 2003

College of Engineering, Northeastern University, Boston, MA

• Bachelor of Science in Electronics and Communication Systems Mar

2000

University Visvesvaraya College of Engineering, Bangalore, India

TECHNICAL SKILLS:

• Technologies: FMC (VCC 24.206), IMS, Call Control, 802.11, VoIP, SIP, RTP, SMS, SMSoIP, MMS,

GSM/CDMA MAP signaling, VCC etc. Knowledge of cable and telephony systems spanning DOCSIS &

PacketCable, voice and data networks, IP networking, DLNA

• Tools: Empirix, Metrico and ByteBlower traffic generator/analyzer, WAN emulator, Audacity audio

editor, Wireshark packet analyzer, AirPcap wireless traffic analyzer, WiFi and RF calibration

• Operating Systems: Unix/Linux and Windows platforms

• Applications: MS-Office, MS-Project, MS-Visio, MS Outlook

• Database Environments: Oracle 9i, MS SQL Server, iSQL Plus, MS Access

• Web-based Technologies: HTML, Dream Weaver MX, MS Frontpage 2002

• Working knowledge of Clearcase, Clearquest, Sharepoint, Agile, TM1, Salesforce

STATUS:

• US Citizen, Open to relocation within the US at my own expense, Looking to start asap

PROFESSIONAL EXPERIENCE:

ARRIS

ARRIS is a global communications technology company specializing in the design, engineering and supply of

broadband services.

Senior New Product Introductions Engineer Nov 2012 – Jun 2013

• Facilitate the factory planning meetings for all CPE programs to capture status updates.

• Manage certificate purchases and inventory, processing of certificate requests and managing certificate

distribution to ARRIS factories.

• Work with IT on Certificate Authority SW upgrades and database maintenance.

• Create, revise and maintain product development and engineering support documentation, reports for

project work and post firmware loads on Intraware. Participate in Engineering Change Order Process.

• Work closely with vendors, purchasing, customers, independent manufacturers and/or company

manufacturing personnel to meet NPI goals and to maintain specified product performance and

quality.

• Maintain the ARRIS replicate production line test stations and provide Engineering support on testing

and analysis of CPE products.

Product Manager Apr 2012 – Oct

2012

• Present new product definition across functions. Identify partners, target markets and technologies.

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• Define and document new product requirements and product collateral.

• Manage lifecycle and product positioning in the market place.

• Monitor competitor strategies, positioning and product functionality and communicate to sales

organization.

• Involved in launching the OEM product line and lead OEM core team.

• Work with marketing and business operations to execute go to market strategy. Develop e-tail and

retail strategy for the new product line.

• Interact with engineering, manufacturing, sales, marketing and IT to enhance products and product

lines. Engage closely with project managers and 3rd party partners.

• Respond to RFP, RFQ and Compliance Matrix.

Systems Engineer Jan 2007 – Mar

2012

• Build and installation support for lab and field trials, fault reproduction and troubleshooting, system

characterization and analysis, root cause analysis of product issues.

• Provide troubleshooting and debugging support to design engineers during the product development

phase and integration cycle of FMC products to validate requirements and customer expectations.

• Analyze requirements and develop detailed product test plans, procedures and result reports.

• Verify product functionality, scalability and perform new feature and regression testing for network

And handset component (Voice Call Continuity, Voice Quality, Call Scenarios and Features, SMS, MMS,

Call Traffic etc.).

• Implement Solaris security on the call servers.

• Participate in PSA and test plan reviews.

• Arrange and perform successful product demonstrations for customers.

• Generate product defects when encountering system problems and provide information required for

resolution. Participate in PD scrubs.

• Vendor management to track delivery of software releases.

• Interface between customers and designers to address technical issues.

• Provide initiatives for improvement of the product development and support processes.

Glenayre Electronics Inc.

Glenayre Messaging is a global supplier of next-generation messaging solutions and enhanced services for mobile

and fixed line carriers and cable companies.

Technical Support Engineer Jul 2005 – Dec

2006

• Provide technical support on all Versera family products (Voice Mail Systems, Fax Servers, MMS/SMS

Servers and Management Servers) to field engineers, technicians and product support who are

diagnosing, troubleshooting, repairing and debugging complex electro-mechanical equipment,

computer systems and systems level software.

• Support integration trials and respond to isolate or fix problems in malfunctioning equipment or

software.

• Report design, reliability and maintenance problems to design engineering/software engineering.

• Involve in customer system installations, new features, patches, upgrades and training.

• Work on problems of diverse scope where analysis of data requires an evaluation of identifiable

factors.

• Exercise judgment within generally defined practices and policies in selecting methods and techniques

for obtaining solutions.

Dynamic Systems

A leader in the manufacture of precision Hairsprings located at Bangalore, India. The company caters to the

international automotive supply chain.

Quality Assurance Management Representative Aug 1999 - Aug 2001

• Establish, maintain, and improve Quality Assurance processes and procedures.

• Responsible for the establishment, implementation and maintenance of Quality System in accordance

to ISO 9001:2000 standards.

• Conduct Internal Quality Audits (IQA) and product reviews.

• Organize Management Review Meetings (MRM).

• Coordinate matters related to Certifying Agency.

• Provide direction and training on Quality Assurance methodologies to junior QA members.

• Execute performance management practices as required; including recruiting and hiring.

• Coordinating the development of custom-based Enterprise Resource Planning (ERP) Package with

modules like Materials Management, Vendors, Production, Preventive & Breakdown maintenance,

Quality Assurance, Marketing & Sales, Customer Service & Support, Human Resource Development

(HRD) & Training.

Database Developer Jan 1997 - Jul

1999

• Design of IS from a data perspective for engineering and business applications.

• Performed data modeling including entity-relationship (E-R).

• Develop user-centric information requirements and data sharing.

• Use concepts of database management systems (DBMS) and their applications with emphasis on

relational design; SQL; data normalization; data-driven application design for personal computer,

server- based, enterprise-wide and distributed data applications.

• Design and implement databases in MS Access.

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