Customer Service Engineer

MATA MICHAEL WANGALA 770-***-**** acp0l1@r.postjobfree.com

PROFILE

Skilled and professional system/modem/wireless testing engineer with

excellent knowledge of system validation. Looking for an opportunity to

work as a field test engineer in a renowned organization. Am bilingual and

speak French fluently.

EDUCATION

. American Intercontinental University, (Atlanta, GA)

Bachelor of Science; Major in Information Technology; Minor in

Communications (06/2002)

. Advanced Technology Group, (Atlanta, GA)

A+ Training/ N+ Training (02/1998)

. Advanced Technology Group, Atlanta, GA

Cisco Certified Network Associate (CCNA) 07/2010

TECHNICAL SUMMARY:

Visual Basic,LAN Equipment configuration/Troubleshooting, Web Design,

WAN/LAN Troubleshooting, SAP Analysis, HTML - Active Server Pages,

JavaScript, Lotus Notes, Linux ;IBM Rational Clear Quest; Clarity Systems

GSM, GPRS, EDGE, CDMA2000, CDMA-1X-EV-DO, (UMTS) HSDPA HSUPA LTE

technologies

Language: Assembly, C, C++, C, Perl, Python, shells scripting.

RECOGNITION

. Certificate of Merit - City of Charlotte, NC (03/1992)

. This is a highly impressive award given once each year to the person

that achieves the most in their industry; in recognition of

outstanding Achievement and participation in the Individual Referral

Scholarship Program.

WORK EXPERIENCE

QUALCOMM, Seattle, WA

05/2013 - Present

Field Test Engineer II (Lab & Drive Testing)

. Responsible for executing lab tests on QCs latest test devices and

software, troubleshooting issues found, collecting Key Performance

Indicators.The effort involve multimode operations of handset devices,

gaining knowledge in the following technology areas: CDMA2000, 1xEV-

DO, WCDMAGSM/GPRS, 3GPP,LTE

. Understanding of wire line and wireless data protocol stacks including

RLP, PPP, IP, TCP, IPV4/6, MIPV6, etc.

. Understanding of software development and testing concepts for

wireless handsets for various air interface standards

. Familiarity with IP telephony network, SIP, IMS, and IP telephony

standards

. Testing AGPS & SUPL/LBS protocol testing with Spirent ULTS system

. Familiarity with air interface performance analysis, characterization

and optimization

. Exposure to programming in C, Perl, Python, shells scripting.

. Exposure to a Third Party Protocol, Modem or RF Test Equipment

(Anritsu,Spirent,Agilent, Wireshark,Metrico,Datum-tcpdump,IRAT,Apex,

KPI-ATS) in CDMA, UMTS, TD-SCDMA or LTE

. Exposure to commercial field test and data analysis tools ; AT&T

Specification 10766

. Handset test experience with UMTS/CDMA operatorsor with commercial

handset OEMs

. Experience using Quality Center tools like QXDM, QCAT, QPST,

JTAG,QMICM, QMITest Pro, ...

. RF Performance

. Drive Testing, Testing mobile devices for voice quality, call

performance, data performance, and video performance under live

network

Infrastructures: Ericsson; Lucent

Global Wireless Solutions, Dulles, VA

01/2010 - 04/2013

Data Collection& RF Field Test Engineer (Drive Testing)

. Testing mobile devices for voice quality, call performance, data

performance, and video performance under live network conditions in

the US (include: Hawaii, Alaska, and Puerto-Rico) .

. DIVERSITY Tools (Swissqual product). This is an outdoor, field test

position and devices are tested at both stationary locations and

specific drive routes using proprietary tools.

. Perform wireless device field testing per established test plans(Voice-

Quality,Call-Performance,Data-Performance,Video-Performance);

. Manage resulting log files which can include reviewing for accuracy,

content, post-processing and uploading to central server;

. Traveled 100% of the time; Trained new employees;

. Experienced in Application Compatibility and Device Compatibility

testing, for Personal Storage, oC, WLAN, Windows Hardware.

. Troubleshoot,good understanding of:PRE-POST TUNING; GGSN/MIME

testing,APEX; PERL,PYTHON; Metrico DATUM; IRATUMTS - CDMA1xRTT-

EVDOBSC- BTSLTE, 3GPP, GSM,, GPRS

. TEMS Investigation (v.14.0.2) E911 Test calls; Making 911 calls to

ensure all information is reaching the correct E911 call center; SSV

(Single Site Verification) & Cluster

. Delorme Atlas Street, Microsoft Trip and Street navigation tools,

MapInfo

Warranty Corp. of America, Norcross, GA

09/2006 - 03/2009

Help Desk Technical Support Analyst/Project Assistant

. As a Technical Support Specialist, served as single point of ownership

for customer's hardware/software issues. Worked both with internal and

external customers to ensure achievement of the highest level of

customer satisfaction.

. Performed field work as a Technical Engineer for the installation,

maintenance, upgrading and troubleshooting of PCs, laptops, printers,

scanners, and other peripherals

. Provided troubleshooting for Antivirus software (CA) for Canadian

customers

. Worked on WAN infrastructures and data communications technologies

such as ISDN, DSL, IP, and VPN

. Provided new hire training; Traveled 25% of the time

IBM, Atlanta, GA

10/2004 - 10/2006

Help Desk Technical Support Analyst/Project Management Assistant

. Provided installation and maintenance support on Computers and Key

Control equipment at customer locations, remotely, and to internal

customers to ensure maximum customer satisfaction. Documented work

activity and maintained all administrative duties (paperwork) to

include a parts and equipment inventory.

. Was responsible for break / fix service calls and the repair of IBM

computer equipment (notebook/desktop) in the help desk environment and

onsite. Subject matter expert for the troubleshooting of Wireless,

Network (WAN/LAN), hardware and software; sold warranty upgrades;

provided remote desktop support; Windows server 2003/Active directory;

. Provided support and expertise with new projects to include Lotus

Notes

. Trained with SAP (Systems Applications and Products) and

ERP(Enterprise Resource Planning) software; acquired basic knowledge

and understanding of SQL query language;

. Worked on WAN infrastructures and data communications technologies

such as ISDN,DSL,IP VPN;

. Provided troubleshooting to server systems as needed;

. Trained new employees; Traveled 75% of the time.

Christian Vacation, Roswell, GA

02/2003 - 08/2004

Help Desk Technical Support Analyst/Sales/Project Assistant

Delta Airlines, Atlanta, GA

05/1999 - 12/2002

Technical Support Customer Service/Load Master

US Airways Express, Charlotte, NC

05/1991 - 12/1998

Customer Service-Trainer/ Cargo Loader-Supervisor

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