Customer Service Engineer
Resume:
CAREER SUMMARY
Over ** year of extensive knowledge and experience as a telecommunications operations technician, quality assurance test engineer and technical support engineer in the wireline and some wireless (4G LTE) networks. Based on my track record, evaluations and recommendations, I will offer high quality for success of the organization.
TECHNICAL EXPERTISE
Wireline Signaling Protocols: ITU ISUP Q.764, ANSI ISUP, R1, ETSI-PRI, MCI ISUP IMT, MCI ADF Messaging
Wireless Signaling Protocols: S1AP/NAS (S1MME), GTPC (S11, S5/S8), Diameter MME-HSS (S6a), IWS (S102), Diameter
PGW_PCRF (Gx)
VoIP Signaling Protocols: SIP, MGCP, SIP-T, Megaco.
IP Signaling Protocols: TCP/IP, UDP, and FTP.
Test Equipment: Spectra2 (SS7 and SIP), ipNetfusion EAST (SIP), Ameritec (POTS and SIP); Abacus (C7), Spirent
Landslide, Wireshark
Operating Systems: Microsoft Windows and some UNIX
PROFESSIONAL EXPERIENCE
Samsung (Contractor) - Richardson, Texas 02/2012 – 06/2016
Call processing testing and 4G Core Technical Support (Tier III)
Promoted to tier III support group and performed 4G LTE call processing duties.
Create test cases using the Spirent Landslide test equipment to test normal 4G LTE call attach/ detach / paging, firewall rules Policy Controls defined in the PGW.
Lead in making modifications to the Page Control feature test plan documentation by defining new test cases and executed the test cases to certify this feature functionality.
Supported testing for a handup (3G – 4G) type call processing feature enhancement.
Troubleshot and resolve 4G Core field issues reported by the customer.
Supported Samsung 4G tier II RAN technical support and 4G RAN commissioning groups on eNB – MME (S1MME) call processing issues.
4G Core Technical Support (Tier II)
Team lead engineer for Samsung 4G Core tier II technical support group.
Troubleshot and resolved 4G Core field issues reported by the customer.
Supported Samsung 4G tier II RAN technical support and 4G RAN commissioning groups on eNB – MME (S1MME) call processing issues.
Proactively monitored (S1MME, S11, S5/S8, S6a, Gx and Gy) performance the customer’s Samsung 4G LTE core network (MME and SAEGW) in order to identify issues and to resolve them.
Provided customer support in all Samsung 4G Core network element (MMEs and SAEGWs) software upgrades.
Metaswitch - Richardson, Texas 01/2011 – 07/2012
Quality Assurance Engineer – Service Broker
Performed testing and integration for call processing interworking signaling protocols (SIP, ITU-ISUP and R2 signaling)
Wrote test plan documentation for new features introduced into the Metaswitch Service Broker platform.
Duplicated customer-reported issues in lab environment and tested software fixes.
Created test plan documentation: ENUM support using SIP protocol and new method of procedure for installing the call processing software in the Service Broker platform.
Taqua - Richardson, Texas 07/2008 – 12/2011
Customer Service Class 5 TDM and Softswitch
Provided technical support for the T7000 Taqua class 5 softswitch.
Performed tier I support for the Application Server (AS) and Network server (NS) as well as resolving provisioning and routing issues with the Broadsoft – Broadworks system.
Troubleshooting and resolving problems concerning Voice-over-IP (VOIP) configuration and any interoperability protocol issues (TDM SS7 – ISUP, ISDN - PRI and VOIP SIP and MGCP).
Troubleshot SIP voice quality issues using Wireshark protocol analyzer.
Completed system upgrades and application of software patches for the Taqua T7000 class 5 softswitch.
Samsung (Contractor JMA Chartered) - Richardson, Texas 09/2007 – 07/2008
Customer Service Wireless Softswitch
Provided technical support for the Samsung Wireless softswitch (WSS) and Media Gateway (GW).
Performed tier II customer service for the Samsung FEMTOCELL product (Sprint Airave product) through protocol troubleshooting (ISUP, IOS, MEGACO), call processing translations / routing problems and system configuration issues.
Created WSS and WGW initial turn-up configuration, routing and translations datafill, software upgrade, and installation of software patches.
Installed a new softswitch and media gateway training lab.
Sonus Networks - Richardson, Texas 04/2007 – 09/2007
Access Gateway Interoperability Testing
Performed interoperability testing between the Sonus Access Media Gateway Controller and third party vendor Media Gateways.
Configured Teles Media Gateway in order to perform BRI ETSI protocol interoperability testing between ISDN supplementary service and SIP.
Configured Calix Media Gateway necessary to perform interoperability testing using H.248 protocol with the Sonus Access Media Gateway Controller.
Tekelec - Plano, Texas 11/2004 – 04/2007
First Office Application and Testing
Elected as lead engineer for the Tekelec T7000 First Office Application implementation release 4.1 and the latest software release 5.0 (SIP interoperability testing) with the T6000 Tekelec application server for Enhance Voice Services.
Traveled to customer sites to execute the First Office Application test plan; demonstrated new feature functionality and provisioning of the new introduced services.
Created all the call routing and translations required to test all the new services introduced by the software releases.
Samsung - Richardson, Texas 09/2000 – 11/2004
Senior Staff Engineer, VoIP Testing and Integration
Tested the initial Voice over Internet Protocol (VoIP - SIP, MGCP, Megaco) in the Samsung wireline Class 5 Softswitch product.
Integrated VoIP and Legacy TDM protocols (SS7 ITU, SS7 ANSI, PRI ANSI, POTS) in the Samsung Class 5 system.
Created all call routing and translations required to perform call processing testing.
Participated in first VoIP Samsung Softswitch Bench Mark Test in Korea at Korea Telecom network lab.
Performed certification testing of the Samsung VoIP Softswitch at U.S. customer site.
Tested Class 5 services such as call waiting, call forwarding, cancel call waiting and caller ID features.
EARLY CAREER EXPERIENCE
MCI WorldCom - Richardson, Texas
Manager, Global Voice Engineering 1998 – 2000
Senior Engineer, Global Voice Engineering 1998
Avantel S.A. - Monterrey, N.L., México 1997 – 1998
Manager, Avantel Switch Planning Engineering
MCI - Richardson, Texas 1985 - 1993
Lead Engineer, MCI Switch/Intelligent Network Planning 1995–1997
Engineer, MCI Switch Systems Integration & Verification Engineering 1993–1995
MCI - San Antonio, Texas
Technician, MCI Switch Operations
1985–1993
U.S. Air Force - Eielson Air Force Base Alaska and Randolph Air Force Base, Texas 1981–1985
Technician, USAF Switch Operations
EDUCATION, SKILLS AND AWARDS
Coursework, Computer Information Systems, San Antonio College, San Antonio, Texas 1987–1992
Bilingual in Spanish and English
Extraordinary Team Achievement Award (Samsung) 2001
Multiple quarterly awards for individual “Best Performance” (MCI) 1989, 1990
Annual individual service award recipient (MCI) 1990
U.S. Air Force Honorable Discharge 1985
U.S. Air Force Commendation Medal 1983
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