Engineer Customer Service

CHARLES R. RITCHIE

*** ***** ****** ***** ********, MD 21009 * 240-***-**** * *******.*******@*****.***

SUMMARY OF QUALIFICATIONS

highly capable technician with knowledge, skills and experiences in mastering commercial and proprietary software applications, training and mentoring both senior staff and subordinates

Technically proficient with every make and model of hardware and software, executing strategies that resolve engineer level programming code and protocol messaging

Experiences with government, municipal, and private sector environments, establishing excellent customer service and technical support interactions with every level of organizational structure

global information technology systems leader with expertise in identifying root causes of complex systems; to include mobile and cloud based technology for telecommunications

TECHNICAL KNOWLEDGE

SOFTWARE

Network Administration, All versions of Windows and Linux OS, Red Hat, Centos, Solaris 8 and 10, Freeswitch, Mysql, Opensips, Perl, Bash and shell scripting, Windows Active Directory, DHCP, DNS, VPN, FTP, TCP/IP, Firewalls, Wireshark, Ethereal, LDAP X.500, Microsoft Word, Excel, Access, PowerPoint, Visio and Outlook, Lotus Notes and SmartSuite, incident tracking software

HARDWARE

SUN SPARC and x86 Servers, Blade technology, CPCI Architecture, AC/DC power, rack mounting and cabling, Switches, Routers, Hubs laptops and desktops, IBM, Dell, Compaq, HP, Toshiba, Lenovo, Acer, and E-Machines, IDE, SATA, SCSI, PCI, PCI Express, Video Cards, Modems, NIC cards, AS400, Printers, Scanners, COM and Serial devices

TELECOMMUNICATIONS

LTE, 3G UMTS, 2G CDMA, MSC, RNC, BSC, SS7, GSM, STP, MTP, M3UA, ISUP, SCCP, TCAP, IMS, VOIP, SIP, GPRS, SGSN, GGSN, OTA, MGW, PRI, ISDN, SMSC, VMS, IVR, TDMA, CDMA, LDAP, X.500, E1 \ T1 Trunking, HSS, HLR, VLR, IVR, AAA, CALEA, DSX panels, INET, TBERD, Spectrum Analyzer, RF measurement, Node B, Cell sites, Regression and Acceptance Testing, Postpaid and Prepaid services, Billing and Call Detail Records, Mobile Switching Center Implementation

MILITARY VETERAN

U.S. Marine Corps 1986 – 1994

Sergeant, Active Duty Honorable Discharge

Occupational Specialty: Computer Operator / Programmer, 1986-1990

Supervisory role: Inspector and instructor of Reserve Personnel, 1990 - 1994

IT Management role: Information Systems Manager, 1990 - 1994

Security Clearance: Top Secret Security Clearance, 1990 - 1994

EDUCATION

Schenectady County Community College, Schenectady NY 1993 – 1994

The Chubb Institute of Technology, Parsippany, NJ, *Honor graduate 1996

PROFESSIONAL CAREER

IMS APPLICATION SUPPORT ENGINEER Feb. 2014 – Feb. 2015

Contractor for Comcast National Home Office, Philadelphia, PA

Designed High Definition (HD) Voice Validation Platform within an Openstack / Cloud, utilizing TCIP/IP and SIP Protocols

Configured IMS based Application Servers that provide automated IVR responses for UDP codecs to interpret HD capabilities

Wrote PERL \ BASH scripts that monitored and collected data from servers, to include an email notification response system

Performed Network Administration defining IPv4 TCP/IP protocols, Subnets, DNS names, Hostnames, Firewalls, and ACL’s

MOBILE NETWORK IMPLEMENTATION ENGINEER 2011 – 2013

Tecore Networks, Columbia, MD

Commissioned Converged Mobile Networks for 4G LTE, 3G UMTS, 2G CDMA services utilizing SS7 and IMS protocols

Delivered CENTOS based Mobile Switching Centers (MSC); to include Performance and Acceptance Testing and Training

Configured proprietary mobile switching / call processing application; from RF signal to MSC for HLR / VLR authentication

Performed Network Administration defining IPv4, TCP/IP protocols, Subnets, DNS names, Hostnames, Firewalls, and ACL’s

TECHNICAL SUPPORT SPECIALIST 2008 – 2010

The City of Evanston, Evanston, IL

Provided expert level IT knowledge and support to the city wide helpdesk, resolving PC builds and desktop customer support

Installed and configured network elements, desktop hardware, software, peripheral devices, IP/VOIP, to include PC Break/Fix

Performed Network Administration defining IPv4 TCP/IP protocols, Subnets, DNS names, Hostnames, Firewalls, and ACL’s

DEPLOYMENT, INTEGRATION AND SUPPORT ENGINEER 2006 – 2008

Apertio, Ltd., Palatine, IL

Deployed a proprietary Home Location Register (HLR), Home Subscriber Server (HSS), on OneNDS X.500 Directory Server

Installed Solaris 8, 10, and Linux Red Hat operating systems; performing Windows\UNIX admin and PERL \ BASH scripting

Performed Network Administration defining IPv4 TCP/IP protocols, Subnets, DNS names, Hostnames, Firewalls, and ACL’s

SUPERVISOR, CUSTOMER RESPONSE CENTER *Promotion 2003 - 2006

Tecore Wireless Systems, Columbia, MD

Supervised 24 x 7 Customer Response Center (CRC), managing customer deployments; from system build to acceptance test

Primary escalation point for 16 US and International customers, while training and mentoring 6 Tier I / II Support Engineers

Performed Network Administration defining IPv4 TCP/IP protocols, Subnets, DNS names, Hostnames, Firewalls, and ACL’s

MOBILE SWITCH ENGINEER 2000 - 2003

Tecore Wireless Systems, Columbia, MD

Deployed 3G and 2G Mobile Switching Centers in 12 U.S. locations, Guam, The Marshall Islands, Africa and Afghanistan

Commissioned mobile networks from shipment to training; configuring and debugging C++ for commercial network launch

Performed Network Administration defining IPv4 TCP/IP protocols, Subnets, DNS names, Hostnames, Firewalls, and ACL’s

CLIENT SERVICE REPRESENTATIVE *Promotion 1998 - 2000

Technical Consultant for Computer People, Atlanta, GA

IT Purchaser and technical support for 3 distinct Cancer Research departments with the NHO of the American Cancer Society

Implemented technology solutions; managed technical issues, training, and laptop/desktop support for NHO Executive Staff

TIER II HELP DESK TECHNICIAN 1997 - 1998

Technical Consultant for Computer People, Atlanta, GA

Provided desk side support for 400+ users, troubleshooting technical issues with the NHO of the American Cancer Society

Performed network administration for a Netware and NT based LAN, configuring hardware, software, printers and devices

SENIOR COMPUTER OPERATOR 1996 - 1997

C. R. Bard, Inc., National Home Office, Murray Hill, NJ

Monitored AS400 OS/MVS tape mounting drive backup system using JES2 commands to perform WAN/LAN daily backup

Performed immediate action job requests, system abends and restarts for entire NHO accounts payable & check print system

COMPUTER OPERATOR 1994 - 1996

Kemper Insurance Companies, National Home Office, Summit, NJ

Controlled all insurance claims check preparation, validation, security and distribution for daily amounts exceeding $25M

Prepared daily, monthly & annual reports; claims records, correspondence and spreadsheets, distribution and maintenance

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