Engineer Customer Service

Hing Guan Lee 949-***-**** * Massier Lane, Foothill Ranch, CA 92610

***********@*******.***

Sr Product Support Engineer/Sr System Test Engineer

. "Hands on" Sr Product Support Engineer/Sr System Test Engineer with

expert proficiency in leading all facets of technical support and

testing analysis with a focus on supporting product design.

. Regarded for the unique ability to implement a highly organized,

analytical, and process-oriented approach to achieve results and

ensure compliance with all corporate and client standards of quality.

. Experience work in a dynamic, multi-customer team environment in the

coordination of Systems Engineering and Integration activities.

Ability to analyze and resolve system architecture issues.

. Extensive experience gained at Fortune 500 companies and organizations

that include Broadcom, 7Layers, and California State University.

. Well-versed in effectively directing the testing and regression

testing of software and hardware releases, as well as new features,

prior to production.

Core Skills and Competencies

SW/HW Application Engineering Write Qualification Producer Firmware Release

and Report Validation and Testing

Product Certification On site Customer Technical Software Integration and

Requirements Support Release

Wireless Network Systems Project Management End Users Support

Relevant Professional Experience

BROADCOM CORP., Irvine, CA (2011-2014)

Senior Product Support Engineer

Engaged in preliminary investigation prior to escalation, and routing of

the client system issues to internal stakeholders in R&D teams. Fulfilled a

critical providing technical support to European, Asian, and South American

clients experiencing market issues relating to software/hardware/system

. Responsible for the delivery to clients of software patches designed to

address and resolve the root causes of system issues; engage in on-site

support to ensure the remediation of all field test issues ; assist

customers validate product verification UMTS/LTE networks field testing,

providing regular status updates to internal teams regarding progress

towards issue closure.

. Manage and oversee customer and device migrations.

. Assist Device maintenance such as firmware and configurations, firmware

release validation and testing

. Serve as a trusted advisor to clients seeking to complete certification

processes; provide assistance in the preparation of Mobile Wireless

Network compliance documentation, as well as Globe Certification Full

Conformance, ATT 10776 T-Mobile Acceptance testing.

. Gather feedback and feature requests from clients, influencing the

direction of product development efforts with R&D teams such as test

effort estimation and planning charts

BROADCOM CORP., Irvine, CA (2004-2011)

Senior System Test Engineer

Exercised supervisory authority and leadership accountability over the

Software and QA Teams, dedicated to the development and testing of M2M

devices. Optimizing device performance, managing the lifecycle of the

device, measuring performance metrics, validating product and system

performance, working closely with product and project management to ensure

timely product readiness of device

. Served as the architect of High Level System Test Plans, coordinating

review sessions with Test Leads, Software Leads, Project Managers, and

Platform Leads; facilitate the communication of key information to

project stakeholders on a weekly basis, and of the project testing Status

to executive managers.

. Coordinate and interaction with other R&D teams to ensure the alignment

of project schedules and test activities.

. Support requirement development and validation, including review

requirements maturity, allocation to appropriate means of verification

and 3GPP compliance.

. Collaborated with developers to address and resolve critical failure

issues.

. Tracking defect issues using Quality Center, J1RA, or Broadcom's

Customer Support Portal database

. Create and execute verification and validation plans such as device

validation of new and prospective products - reliability,

configurability, UI functionality, etc. Implement software applications

as necessary for testing of Company's software products.

. Contributed additional service and expertise providing support to Product

and Field Support Engineers to resolve client-related issues in a prompt

manner; continually track client issues to ensure coverage of all

platform level issues.

7LAYERS INC., Irvine, CA (2000-2004)

Project Engineer

Leveraged superior technical expertise to perform official conformance

GPRS/UMTS RF and protocol Testing on Wireless Communication test systems

(Anritsu, R&S, Spirent, or Anite Systems) at this provider of test

services, type approval, certifications, engineering services and test

solutions for wireless and M2M industries. Provided support to office

activities and client services by installing hardware and software, and

providing translation services for clients.

. Served an integral role assisting mobile phone manufacturers to launch

products in European, Asian and North American markets by achieving

Carrier Network Acceptance, GCF or PTCRB certifications.

. Provided technical support and training for the partner labs, executing

and coordinating test activities in the lab while developing verification

test plans for GCF testing mobile wireless devices, as well as test plans

to allow clients to meet 3GPP Testing Specifications.

. Led data analysis through debug tools; compiled test results and

generated test reports.

. Assist modify and provide Input on test support tools

CALIFORNIA STATE UNIVERSITY OF FULLERTON, Fullerton, CA (1999-2000)

Computer Help Desk Student Consultant - Department of Information

Technology

Leveraged superior technical expertise to identify, address, and resolve

hardware, software, and networking issues reported by the faculty, staff,

and students of this public university.

. Provided unsurpassed levels of quality customer service via telephone or

on-site, resolving email issues, printer problems, and connectivity

roadblocks preventing access to the Internet.

. Led re-imaging and profile setup services for new users.

. Gained invaluable expertise supporting a hybrid network of PC and Mac

hardware and software applications.

Education

MS, Electrical Engineering - California State University of Fullerton

BS, Electrical Engineering - California State University of Fullerton

Technical Proficiencies

Advanced Level

Microsoft Word, Microsoft Excel, Microsoft Project, Microsoft PowerPoint

Intermediate

C/C++, SDL, Perforce, Pspice, FORTRAN, AutoCAD, ORCAD, L-Edit, Linux/

Window DOS commands

Languages Proficiency

Fluent

Read, Write, Comprehend, and Speak:

. English, Mandarin, Cantonese, and Malay

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