Engineer Technical Support

Hank H. Ji 630-***-****

Bolingbrook, IL ***** *****@****.***

SUMMARY

Technical Support Engineer with 15 years of experience in resolving hardware and software

issues with various telecom equipment. Strong skills in troubleshooting, log analysis, lab testing

and customer communications. Strengths include team work, adapting to change and learning

new products quickly. Exceptional skills in:

• Utilizing Kepner-Tregoe Methodology

• Technical Procedure Authoring

• Customer Communications

• Remote connection methods: telnet, RDC, WebEx, TeamViewer

• Windows OS: XP Professional, Vista, 7 (Professional), 8 (8.1)

• Linux OS: Ubuntu, OpenSUSE, Fedora, Linux Mint

• MS Office Suite including Visio

• Test equipment: IXIA, Spirent AX4000, T-BERD

PROFESSIONAL EXPERIENCE

Tellabs, Naperville, IL 1999 - 2014

Technical Support Engineer

Tier 1 and Tier 2 support of company's North America and international customers. Product line

included Tellabs 530/531/532 DAC; Tellabs Titan 5320L DACS; Tellabs 7100 DWDM; Tellabs

Smart Router series 8830/8840/8860.

• Restored international phone services(AT&T), three weeks after 9/11 in New York City by

upgrading none-GA software on Titan 5320L.

• Extended life span of an older product and secured a purchase of new feature package by

demonstrating Titan 5320L’s functions and capabilities to Korean Telecom at customer

headquarters.

• Contributed to reaching $1 billion in revenue by supporting AT&T Mobility wireless back-haul

network build-out of 500 routers and a complex, 2-year upgrade project.

• Authored and validated numerous versions of Service Assured Upgrade MOP to address

different BUGs in different network configurations for Tellabs 8800, enabling upgrade schedule

to be on track.

• Prepared and configured lab test-beds, including internal and external equipment. Solicited

assistance from other engineers on internal machine, and researched and learned from help

manual and other resources about test sets.

• Replicated software deficiencies for development engineers and validated their fixes.

• Improved KT process and escalation procedures to Tier II by coaching European support

engineers on trouble tickets and gathering required notes and logs.

Education & Professional Development

Bachelor of Science, Electrical and Electronics Engineering

Illinois Institute of Technology, Chicago, IL

Certified in NetQos NetAnalyst Levels I, II and III

Certified in Kepner-Tregoe Problem Resolution

CISCO Networking Academy Program

Speak, read and write Chinese

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