Technical Support Engineer / Software Developer

Andrew J. Miller

Oswego, IL *****

www.linkedin.com/in/andymiller60543

****.***********@*****.*** 630-***-****

Technical Support Engineer / Software Developer

Diagnose and Solve Hardware Issues and Create Software Solutions

Seasoned IT professional with proven success researching and resolving technical issues and developing software to detect system faults. Adept at diagnosing problems and collecting relevant data to deliver customized solutions that meet customer service level agreements. Comprehensive development experience encompassed coding, testing, debugging, system integration and data design and data verification. Skilled at overseeing and advocating for teams, owning customer complaints and focusing on results to achieve customer and company objectives.

Area of Expertise:

OS Platforms:

UNIX, Red hat LINUX, Solaris, UNIX Administrator, WINDOWS, CYGWIN

HW Platforms:

Sun Netra, ATCA V2, HP C7000 Blade System, Sun Storage, Netapp Storage

HW Units:

System Boards, Disk Drives, RAM, Network Devices, Power Supplies, CPU fans

Languages:

C, C++, SQL, PERL, Shell Scripts, AWK Scripts

Techniques:

Object Oriented Programing, Modularity, Data Structures

Debuggers:

adb, gdb, Turbo C IDE, pstack

Networking:

Cisco Certified Network Assistant (CCNA), TCP/IP

Professional Experience

NOKIA, Naperville, IL

Remote Customer Technical Support Tier 2 2004 – 2016

Provided 24/7 customer technical support and resolved customer complaints for wireless telecommunication. Repaired and restored charging systems to original specifications. Diagnosed operating system, application, middleware, and hardware failures.

Met customer SLA and resolved hardware and software problems by discussing issues with customer, analyzing system status, alarms, and logs, reviewing customer requirements, and using wiring diagrams to diagnose cable faults.

Decreased time to generate fault reports by analyzing large system logs using UNIX, C, AWK, and other UNIX tools.

Reduced diagnoses time by escalating to next level of support for difficult hardware and software errors.

Worked with development organizations for fixes and coordinated software and / or firmware fix loads with customer.

Authored Methods of Procedures for hardware replacements and recovering OS file systems to prevent future mishaps.

Wrote searchable knowledge base by recording symptoms and related resolutions, improving diagnosis process.

Andrew J. Miller ****.***********@*****.*** Page Two

NOKIA (Continued)

Software Developer 1982 – 2004

Added value for 5ESS telecom digital switching product by developing maintenance software to automatically reconfigure system to avoid faults allowing it to resume full functionality. All of the following added value to this product.

Authored and tested code units using UNIX scripts and C code.

Specified and reviewed customer requirements

Tested system feature requirements.

Incremental integration of code units into testable loads.

Designed data structures which included proprietary population rules language as input for customer site data verification tool, ensuring accurate data.

Led small team for communication module initialization feature enhancement.

Led team of 25 members for Transmission Rate Converter Unit 3 (TRCU3) as sellable growth unit including hardware and software development, optical transmission software development, code unit integration and, system requirement verification.

Maintained TRCU3 system test lab, for code unit testing and system verification.

Designed and replaced telecommunication systems in Pentagon, post 9/11 as member of emergency team, allowing quicker recovery in case of future failure using the TRCU3.

Designed system integrity that detected software faults automatically, initializing at lowest level possible, avoiding system outages and resuming full functionality.

Education

Master of Computer Science (MCS), North Central College, Naperville, IL

Bachelor of Science (BS), Math and Physics, Northern Illinois University, DeKalb, IL

Professional Development

̶Certification – Cisco Certification Network Assistant (CCNA)

̶Completed at least 40 hours per year of job related training

̶Completed 40 hours of Openstack virtual machine configuration administration Jan 2016

̶Outage Process and Prevention Training

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