Technical Support Engineer
Resume:
AUREA E. HAWKINS
*******@*****.***
NETWORK/VOIP ENGINEER / TECHNICAL SUPPORT
Results-driven, detail-oriented, well-organized and outstanding team player; Technical Professional who combines hands-on experience and a strong educational background in electronics and communications engineering; strong skills in implementing, operating, and maintaining wide area networks; problem solving and troubleshooting with creativity, resourcefulness and out-of-the-box solution.
PROFESSIONAL ACHIEVEMENTS:
Participated in the rollout (installation and activation) of the Frame Relay / ATM nationwide network of PT&T – a telecommunications company.
Played a major role in network design, rollout, and operation and maintenance in the computerization of one of the biggest government agencies in the Philippines, the Land Transportation Office (LTO), connecting its 250 sites nationwide using different technologies, such as Frame Relay, VLAN, Campus Network, and routing protocols.
Day to day network analysis, problem solving and troubleshooting, design and implementation of customer networks to provide data and VoIP services.
Seamless execution of patch upgrade, LNP migration, and other maintenances on Cisco BTS 10200 and Safari switches.
Six years work experience in Voice over IP.
CAPABILITIES:
Network engineering; LAN/WAN design, implementation, and troubleshooting; IPv4/IPv6, BGP, OSPF, RIP, EIGRP, Frame Relay, MPLS, VLAN, MetroEthernet, VoIP, Hosted PBX, SIP 2.0, QoS, ACL; TCP/IP, DNS, DHCP; DSLAM, vDSL; wireless technology; IPVSat; project administration; site survey.
Cisco routers with VOIP config, BTS switch; Safari switch; Nortel 3120, 100x; Adtran 900/e, 600, Adtran TA5K/NTU; Netsapiens and Mitel Silhouette VoIP servers, Packet Sniffer, VoIP gateway/IP PBX/IP phone (Quintum IVR/Tenor, Linksys SPA, Polycom, Grandstream, Cisco 7900, Mitel); Airspan Wimax (Wireless); Remedy Ticketing System, NgN, SevOne, Solarwinds, Empirix, Centest, SecureCRT, SQL, MS Office (including Visio); GNS3 Lab Simulation Tool; analytical, strong interpersonal skills, written and oral communications, presentation skills, customer/technical support; CCNA (CSCO11037678).
EDUCATION:
Bachelor of Science in Electronics and Communications Engineering (Graduated)
Pamantasan ng Lungsod ng Maynila (University of the City of Manila)
Intramuros, Manila, Philippines
WORK EXPERIENCE:
Tier 2 Tech, Network & Operations-TelePacific Communication 11/2015 - present
Responsible for support for TelePacific customers with repair issues on EoX, MPLS, Internet, VoIP (SIP, FXS, CAS/PRI), and POTS.
Troubleshoot and analyze VOIP issues with customer phone vendor, and make configurations/re-configurations in the IAD and/or VOIP server, as needed.
Provide excellent customer service including written and verbal communication with customers, internal departments, and external parties, such as LEC. Interact with other departments to resolve customer issues.
Manage to the daily objective set forth by the RROC (Reliability & Repair Operations Center) management team and utilize analytical and creative problem-solving skills to resolve customer issues.
Engineer 3, Network Eng & Tech Operations Comcast Cable 03/2011 – 04/2012
Performed Operation and Maintenance of Comcast's CDV Switched Network, which includes IP Server Operation, TDM Network Operation, VoIP Network fundamentals, Media Gateway Operation, usinahag all levels of Support Systems and Tolls in place for VoIP.
Worked on technical issues by opening, updating, and closing trouble tickets using the Remedy Ticketing System.
Performed seamless execution of Software Upgrades and Patch installation, and switch maintenances.
Performed special projects as assigned.
Took on-call duty on a regular interval.
VoIP Technician/Analyst, UniVoIP, Inc. 06/2010 - 03/2011
Performed project administration, provisioning/configuration and field installation of hosted PBX system (VoIP server and VoIP phones) and customers' VoIP equipment.
Provided post-implementation user and administrative training, and technical support.
Worked with LECs and vendors with T1 circuit ordering, number, porting, and during network/VoIP implementation and troubleshooting.
Devised and maintained a trouble ticket system for UniVoIP using MS Access.
Network Engineer, CyberNet Communications, Inc. 11/2007 – 07/2009
Designed and implemented new accounts Internet and VoIP (voice and fax) service orders.
Activated DS3, DS1, Wimax (Wireless), SIP, PRI and E&M trunks, and FXS lines to InterOp with partner Carriers, PBX vendors and customers. Implemented QoS, data and voice traffic routing, hosted PBX, CLEC to CLEC migration.
Administered CyberNet’s core routers and SIP 2.0 VoIP server (e.g., VoIP routing, dial plan, and call features), customers VoIP gateway/IP phone to activate/troubleshoot requested services and features, VoIP dial plan/translation and call routing administration.
Devised migration procedure and migrated active customers from old to new IP addresses in a seamless, no downtime fashion.
Advertised new IP blocks using BGP. Managed IP subnets and customer IP allocations.
Provided levels 1, 2, and 3 technical support on a daily basis, and 24/7 on-call for major and minor outages.
Opened, updated, and closed trouble tickets; and kept customers updated until issue is resolved.
Trained, supervised junior engineers of the technical jobs in the NOC/IT Department.
Documented turn up and troubleshooting procedures.
Developed and maintained up-to-date CyberNet’s Equipment Inventory database, customers IP allocation, and network diagrams.
Took on-call duty.
Network Engineer, Global Star Telecoms, LLC 11/2002 – 07/2005
Installed/configured network circuits for the company and its customers.
Conducted testing, evaluation, and recommendation of different tools, service providers and configurations as enhancement/fine tuning to the current network.
Interconnected/turned up voice T1s with partner Carriers.
Performed QoS, network fine tuning and optimization, cabling cross-connect on punch blocks, and problem solving on network and VoIP issues. Assisted in VoIP system administration.
Updated and closed trouble tickets.
Maintained company and clients networks in US and Asia, including BGP peering.
Wrote/modified SQL scripts to extract CDR and other VoIP traffic reports for analysis and planning.
Developed and maintained up-to-date Global Star’s Equipment Inventory database, and network diagrams.
Provided off-hours technical support.
Sr. Network Engineer, Stradcom Corporation 03/2000 – 10/2002
Conducted testing, evaluation, and recommendation with different carriers and network solutions to be applied best fit for the network requirements, site surveys, and cost analysis.
Designed and supported LTO Frame-Relay wide area network nationwide, in a hub-and-spoke fashion; Campus network using VLAN.
Participated in the WAN/LAN rollout, installing/configuring routers, switches, servers and desktops in Central and remote offices.
Provided technical support to Stradcom and LTO users on network and voice issues.
Provided PBX support – add, move extension numbers; record greeting.
Wrote/modified SQL scripts to add/delete database entries and extract customized reports.
Network Engineer, Information Professionals, Inc. 07/1999 – 03/2000
Configured company and customers network.
Provided technical support to IPI employees on LAN issues.
Contractor for Consulting Services, Arraycomm, Inc. 07/1998 – 12/1998
Provided assistance to expedite installation of WiMAX solutions to telephone customers.
Performed site surveys to obtain optimum signal for customer Subsciber Unit (SU) prior to its installation; configured SUs; and administered logistics.
Engineer, Smart Communications, Inc. 10/1997 – 04/1998
Provided macro planning and serving scheme, including in-house wiring of ongoing building construction for corporate clients to provide voice services.
Met with customers to discuss/define requirements to come up with proposed solution based on the requirement.
Issued work orders for an efficient and time-managed project implementation.
Systems Engineer II, Bayantel, Inc. 11/1996 – 10/1997
Provided detailed planning and engineering facility to provide leased-line private wide area network to corporate customers.
Met with customers to discuss/define requirements to come up with proposed solution based on the requirement.
Issued work orders for an efficient and time-managed project implementation.
Systems Engineer, PT&T 06/1992 – 10/1996
Part of team that implemented and then supported PT&T’s Frame Relay network nationwide in a hub-and-spoke fashion.
Performed operation and maintenance of the Frame Relay and X.25 networks by circuit troubleshooting; keeping and analyzing logs of system’s statistics; system software editing, backup, and diagnostics, as deemed necessary.
Provided technical support to customers’ WAN network issues.
Started as a Trainee for five months, and then as Engineering Assistant; and after a year was promoted to Systems Engineer.
Also hired by the company as In-house Trainer - conducting training and seminars on data communication from June 1994 to June 1996.
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