Customer Sales

ADRIAN BOGDAN

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

#E, **** Unicornio St. 760-***-**** (H)

Carlsbad, CA 92009 858-***-**** (C)

SUMMARY OF QUALIFICATIONS

A results oriented individual with a high level of attention to detail. Self-motivated and innovative problem solver, dedicated to quality service for both external as well as internal customers. Advanced customer support skills, organizational and multitasking abilities. A strong team player and team leader, versatile in time and project management.

WORK EXPERIENCE

2014 – Present, Verizon Wireless, San Diego, CA

Engineer III Spec-Tech Support, VZ Wireless Operations

Part of the old nPhase M2M (Machine to Machine) Support team, monitoring, troubleshooting and resolving issues with customers’ devices in the M2M database and issues related to the connection between these devices and the network. Worked all 3 shifts to provide 24/7 support for all technical issues.

Logged into the phone answering system and taking calls from different teams for issues related to either the database or the devices listed in the database.

Created and maintained user VPN accounts and passwords for VZ engineers from different internal teams.

Monitored the customers’ accounts, list of devices and errors related to either of these via the web link GUI interface M2M Monitor Center (M2MMC) or via the SQL Database and Splunk.

Troubleshot issues related to activations, provisioning, adding and removal of devices from a customer’s account.

Participated in scheduled database maintenances and upgrades and performed sanity checks to validate the database health and operational status pre and post upgrade.

Used SalesForce for daily case management, took ownership of any new cases and brought them to resolution. Also created and updated existing knowledge based articles with new information in the SalesForce database.

Started and drove crisis bridges for emergencies related to technical problems and brought into the call different engineering teams needed to solve the issue being investigated.

2005 – 2013, Qualcomm Inc., San Diego, CA

Senior Technical Support Engineer

Started with the QCT Product Test group, providing support for software tools, FFAs (Form Fit Accurate) handsets and documentation. That role has expanded to become the subject matter expert on all the tools provided and supported by Customer Engineering (CE) and all the FFAs based on the currently available CDMA and UMTS chipsets.

Provided 1st and 2nd level telephone and email technical support to CDMA 1x and 1xEV reference design testers such as developers, carriers, and test equipment manufacturers.

Provided direct technical support for QXDM Pro, QCAT, QPST tools, related to installation, configuration, and software upgrades. This role has expanded to include this type of support for all the tools under the CE umbrella, like QDV, QXATT, QDART, QACT, etc

Assisted the sales team with pre-sales technical questions from potential customers by directly participating in conference calls or responding to emails threads between the sales team and customers to answer any technical questions these customers had about the capability of our tools or to clarify the customer’s expectations regarding the potential of these tools in regards to their needs.

Provided technical support including help with software upgrades to FFA customers.

Provided training via net live meetings, over the phone, or in person at the customers’ site.

Maintained customer relations by attending periodic meetings and/or by participating in partnership meetings with some of our existing customers.

Assisted customers with interpretation of CDMA 1x, 1xEV 1xEV-DO serial Interface Control Documents (ICDs) as well as ICDs for UMTS, HSDPA, WCDMA, LTE technologies and worked with the technical writers to improve the quality of the documentation for future releases.

Worked directly with our software development teams to include enhancements proposed by our customers and to resolve technical issues related to the supported software tools.

Wrote and/or maintained user guides for these tools and wrote the software upgrade procedures for the FFAs.

Continuously collaborated with the training department to develop online training modules in video format for the software tools.

Worked directly on customer cases which they opened with our support group for any tool, FFA or documentation issues.

Trained and supervised a team of engineers that have been tasked with learning the tools and assisting in providing additional support with the cases opened by customers with the CE team. Continuously provided guidance to these engineers to help them become more proficient at addressing the issues reported in the opened cases.

Used all the information gathered while working on customer issues to update and maintain an online solutions database.

In charge of lab personnel and a lab assigned to a customer who needed on to perform on site development work. Monitored the lab technicians’ day to day activities, the customer’s requirements and maintained inventory control (via Taeleris monitoring equipment and software) for the equipment brought on site by the customer.

Updated internal websites with new or updated information. Directly responsible for maintaining the database of solutions related to the CE products.

Maintained and updated metrics reports for the support's group performance based on the number and type of cases opened in the Sales Force system.

2003 – 2005, Commonwealth Land Title Company, Costa Mesa, CA

Recordings Supervisor

In charge of the recording department, verifying and establishing all the information in a borrowers file is correct for the final step when the files are forwarded to the financial institutions to be processed for the amount of the loan.

Responsible for the timely verification and processing of the documents.

Maintained a smooth flow of the files and pertinent information between the processing, recording and funding departments.

Distributed the daily workload among recorders.

Provided training and support for the junior staff.

1999 - 2002, Ericsson Wireless Inc., San Diego, CA.

System Engineer, CDMA Systems

Part of the support group in the Technical Assistance Center. Member of the hotline group responsible for providing customers with methods to effectively troubleshoot and repair system malfunctions via phone and/or email.

Efficient at troubleshooting hardware and software issues related to the BSC, BSM and RBS and providing customers technical support via telephone and email.

Performed installation, commissioning and upgrading of BSC system and subsystems software, remotely and on site.

Deployed to customer’s sites to perform and train local engineers in the system’s daily O&M procedures.

Responsible for 24/7 daily administration, operations and maintenance of the wireless network Operational Support Systems.

Open/close and assign trouble tickets and escalate issues internally to the appropriate engineering groups when needed.

Update and maintain the cases database in the tracking system.

Assisted in process development, improvement and documentation.

1998 - 1999, Northern Telecom Wireless, Calgary, AB.

System Test Technologist

Originally started on contract with Manpower Technical Services, quickly hired as a permanent employee. Key member of the team responsible for troubleshooting and testing the ATM based 800MHz/1900MHz CDMA BTS (base station transceiver subsystem).

Proficient in system tests for indoor and outdoor digital enclosures and module tests.

Skilled at using automated test equipment and diagnostic software for indoor/outdoor BTSs.

Coordinate system testing and address issues impacting production.

Train new staff on proper test processes and troubleshooting techniques.

Set up, calibrate and perform preventative maintenance on test equipment.

EDUCATION

Bachelor of Science Degree, Electronics Engineering Technology

DeVry University, Phoenix, Arizona.

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