Customer Service Technical Support
Resume:
WAYNE DIXON
Georgetown, ON, Canada, L7G 6C8 ***.*****@*****.***
PROFILE
Excellent communicator with proven record of accomplishment in handling customer related issues quickly and effectively. Proven abilities in planning, organization and creative problem solving. Excellent understanding of the Voice/Data communications arena and the support requirements of customers. Technical expertise: TCP/IP, OSPF, BGP, VoIP, QOS, VPN’s, DHCP, DNS, Wireless Networks (Symbol, Netgear, Linksys and Ericsson), UMA, GPRS, SMS, RTP, SMPP, Firewalls (Netscreen), PC Networking, ATM, Frame Relay, X.25, SS7, Network Management, T1/E1, stat-multiplexing, matrix switching, analog and digital communications equipment and systems.
Have been cleared to “Secret” by RCMP while working on projects for the Canadian Government.
EMPLOYMENT
Ericsson Canada, Mississauga ON 2003–Present
Customer Services
Provide support for design and implementation of SUPL and NFC services for the Rogers wireless network.
Provide installation and support services for UNIX based servers, applications, and hardware for Rogers and Mobilicity wireless networks.
Provide support for Rogers VoIP services using methods for detection and provisioning of Subscribers.
Create UNIX CRON scripts to process and transfer files for both Rogers and Mobilicity between servers, based on Solaris and Cygwin. Some experience with Python scripting.
Install, configure and upgrade IP networking products (Cisco, Juniper, Extreme, Symmetricom, F5 BigIP load balancers, and HP/Oracle servers) for the Rogers Wireless Network.
Experience with SPL scripting use to create specialized reports and XML formatted scripts.
Developed methods and processes to enable Ericsson Support personnel to remote configure and monitor customer Web and GUI based applications via secure Internet Access.
Installed and supported Automatic Device Configuration system for downloading device settings (MMS, WAP and Internet) and SIM configurations to GSM phones using OTA protocols and two way connections to subscriber phones using OMA DM protocol, (For Rogers Wireless) l.
Designed and installed Distributed Probe Concentrator Servers on the ADC above to trigger updates to LTE subscribers on a nationwide wireless network. (Rogers Wireless)
Developed methods of extracting information from the ADC to enable customers to review cell phone model distribution, for marketing purposes.
Supported the installation and maintenance of a Voice over IP network utilizing UMA/WiFi with seamless transitions between Wi-Fi and GSM. (For Rogers Wireless)
Developed tools to Decode and Convert Signaling Point Codes between the various formats, Binary, Hex, Decimal, and Hexadecimal for both ISPC and NSPC.
Vanguard Managed Solutions (Formally Motorola), Mississauga, ON 2001–2003
Global Escalation’s Manager
Managed three direct reporting software engineers, two indirect reporting System Test Engineers and two direct reporting Technical Publication Writers.
Appointed as focal point of contact between Customers, Customer Service Organization, and our five engineering groups. Managing approx 60 active customer problems at any one time.
Personally provided hands on support and direction to the System test engineers by reproducing networking problems on Vanguard IP routers in the in-house lab.
Provide onsite technical support, to CSO when required.
Implemented and supervised the building of a System test network that reduced the time taken to reproduce customer network problems from days down to hours.
Improved the escalation process with the software engineering managers to reduce the average daily active customer problems from 120 to 60 over the 1-year period through negotiation with the Software engineering managers and the conversion of DDTS to Clarify.
Initiated and completed the development of a web based “Fatal Error Report” decoder, to enable CSO to decode FER’s, reducing the time taken to decode them from days to hours by non technical personnel.
Personally developed, built, and maintained the Escalation web site to reduce the time for Customer Service Organization to find escalation related data and files.
Approved and managed the contents of all software patches released to customers.
Supervised the operation of the escalations FTP server and the patch build server, ensuring patches contain the correct release’s and versions of code.
Developed a process for building and tracking special engineering build software images for diagnosing customer problems, enabling Customer Service to identify special engineering builds and their contents in a customer installation.
Implemented new process with Tech Pubs to provide faster updates to the manuals when discrepancies are found.
MOTOROLA INFORMATION SYSTEMS (CANADA), Mississauga, Ont. 1996-2001
Global Escalation’s Manager
Managed and coordinated all escalations into the engineering group.
Accepted or rejected escalations from the Customer Service Organization and assigning them to the engineering managers and engineers for correction.
Determined the priority of customer problems and obtained the engineering resources need to solve each problem through successful negotiations with the customer service organization and the various engineering groups.
Managed the escalation and crash databases, ensuring that the responsible engineers provide accurate and timely updates.
Ensured that the various groups provided the required support to guarantee that the customer problems are corrected as quickly as possible with minimal impact to the customer.
Review and provide input on new hardware and software designs.
Organize and implemented Global engineering Y2K support for over 1000 Motorola customers.
Manager Technical Marketing, Network Access Business Unit (NABU) 1995 – 1996
Provided applications technical support to the various NABU Canada products i.e. Vanguard 100/100PC/200/300/305 FRAD/Routers supporting VoIP/VoFR as well as legacy protocols.
Held design responsibility for some of the new P.C. based applications used to manage these units.
Provided in depth technical consulting services for customers that were users of Motorola’s Value added network (Vanne), including Cancom VSAT network, Advantis/IBM on the design and implementation of their network in Canada.
Manager Network Development/Support, 1990-1995
Designed and implemented Motorola’s Vanne network, comprised of Motorola Codex 6500 FRAD’s X.25 packet switches and Frame Relay switches, 6250 T1 DACS multiplexers, various modems and DSU’s. This network supported approx 15,000 users between Motorola Information System Groups interoffice communications and 70 customer communications networks.
Interviewed and hired engineers to provide network monitoring and support for the Vanne network.
Provided technical support for the following protocols SDLC, IBM BSC, Async, X.25, Generic HDLC, Frame Relay, and the LAN protocols TCP/IP and Apple talk.
Managed fourteen engineers in the Customer Service organization who provided second level tech support, consulting services, network management, implementation services, network evaluation, network restoral, network design, Staging and the Hardware Repair Group. A typical customer being Canada Post whose network comprised of Codex 6290(Stratacom IPX fast packet T1 multiplexers) Codex 674x statistical multiplexers, 9800 and 4800 network management systems, and various modems and other small multiplexers.
Reorganized and managed the development and day to day operation of the internal Motorola Macintosh/PC LAN/WAN network as part of the Vanne network reducing the need for a separate IT group.
ESE CANADA (Owned by Motorola), Rexdale, ON 1983 – 1990
Applications Manager
Managed the applications group and provided network design, system implementation services, training courses and technical support to our customers and Customer Service Organization.
Designed and implemented a communications network for Correctional Services Canada nationwide.
Designed Communications network for Canadian foreign embassy’s which required me to have high level security clearance.
CODEX UK (Owned by Motorola), Manchester, United Kingdom 1977 – 1983
Regional Tech-Support Engineer
RACAL – MILGO, Manchester, United Kingdom 1976 – 1977
Repair technician/lab-supervisor
BRITISH TELECOMM, Manchester, United Kingdom 1972 – 1976
Technician
EDUCATION AND TRAINING
City and Guilds in telecommunications, Openshaw Technical College (England) 1976.
O.N.C. In electronics at Openshaw Technical College 1975.
Apprenticeship with British Tele-Comm. 1972 - 1976.
Extensive communications courses on UNIX (Solaris), VoIP, TCP/IP networking, modems, TDM's, STDM's, Data Switches, T1/E1, Network Management Systems, X.25 Switches, and PADs.
Excellent understanding of Microsoft Word, Excel, PowerPoint, Visio, Project, Outlook, Clarify and Crystal Analysis. Proficient in the use of WireShark/Ethereal, Nethawk, Network Stumbler, Network General’s NetXRay software and HP’s J2300 Network Adviser.
Proficient in the use of Microsoft Office, Word/Excel/Outlook/Visio/PowerPoint.
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