Technical Support Engineer

Mahboud Kavoosi

**************@*****.*** • https://www.linkedin.com/in/mahboud-kavoosi •603-***-****

Principle Support Engineer

Dependable and professional support engineer and technical support specialist with a wide variety of experiences and extensive technical account management.

AREAS OF EXPERTISE

Capable of troubleshooting and integrating systems across numerous technical projects and platforms. IP/VOIP, Packet & Transport, Fiber Optics.

Excellent leadership qualities; capable of heading and developing projects, serving as a focal point leader in engineering, and mentoring new hires.

Strong interpersonal and communication skills; able to interface with a wide range of clients, encourage customer retention, and provide exceptional customer support.

TECHNICAL PROFICIENCIES

Platforms:

UNIX, Solaris, Windows OS/2003/2008/2012, VMware, Linux Redhat, CentOS, Optiswitch 900/9000, Optidriver, LX, MRV/BTI/AVAYA Nortel Portfolio

Protocols:

http, https, ICMP, DNS, DHCP, SNMP, RIP, OSPF, STP, Multicast, VRRP, MLT, SMLT, RSMLT, Q-in-Q, MPLS, G8032 ERPS

Applications:

HP Openview, Tivoli tme10, CA Unicenter, Provision SDS, ProNX PSM, VPNs, sniffer pro, Wireshark, IXIA, Oscillator, Spectrum Analyzer, OTDR testing

Professional Experience

MRV Communications, Chelmsford, Massachusetts

Principle Support Engineer (1/2016 – 11/2016)

Performed network installations and audits. Communicated with customers on a weekly and monthly basis in order to report on SLAs as well as daily emails and conference calls to meet KPI. Provided technical support on live production networks through phone and remote access. Identified and resolved the root cause of issues and software bugs within hardware across various client production networks. Enforced quick response time and preparedness as an on-call specialist for network and after-hours outages. Completed complex problem resolution with a cross-functional team of professionals. Submitted bug notifications and enhancement requests to the engineering department.

Key Achievements:

Significantly reduced the total number of outstanding software bugs and open cases through weekly calls with stake holders, making the numbers more manageable overall.

Performed as the primary contact for a Tier 1 provider.

Authored MOP while testing complex system upgrades throughout the company.

Added important information to the knowledge base repository, including solutions and workarounds.

BTI Systems, Littleton, Massachusetts

Technical Support Specialist (6/2014 – 1/2016)

Ensured communication and understanding by liaising between clients, product lifecycle management, RD, and DevOps. Offered onsite NPI and installation for all customers. Acted as the primary contact for major Tier 1 data centers as well as an international technical support representative. Tested and initiated all FPGA module and system upgrade MOPS. Traveled to onsite locations for installations, enhancements, and data collection.

Key Achievements:

Managed several major Tier 1 data center upgrade projects without down-time.

Installed consequential network nodes within ERP rings.

Akamai Technology, Inc., Cambridge, Massachusetts

Premium Support Enterprise (7/2013 – 6/2014)

Resolved technical issues that arose from company products and infrastructure. Investigated and analyzed data from the company’s distribution network in to examine the origin infrastructure of the client and better understand their changes and networks. Actively worked within a team to determine problem resolution strategies, including escalations for product engineers. Delivered outstanding service based upon self-developed best practice methods. Implemented customer feedback into engineering requirements for future enhancements to the company.

Key Achievements:

Appointed as the focal point engineer for the Financial Accounts department.

Served as a Subject Matter Expert for multiple products and services.

Additional Experiences

Premium Support Engineer • Avaya/Nortel Networks, Billerica, MA • 1/2007 – 6/2013

Global Network Product Support • Nortel Networks, Billerica, MA • 4/2004 – 1/2007

Global Network Technical Support • Nortel Networks, Billerica, MA • 3/2000 – 4/2004

Education and Training

University of Massachusetts, Lowell, Massachusetts

Bachelor of Science, Double Majored in Management Information Systems, and Corporate Finance

Certifications

MEF 2.0 CECP Certified Engineer Carrier Ethernet

Certified Support Expert NMS/ENMS/ONMS ~ Certified Support Specialist Alteon Webos

Nortel Networks Certified Support Expert (NNCSE) ~ Certified Support Expert Ethernet Routing Switch

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