Technical Support Product Management

PROFESSIONAL SUMMARY:

Forward thinking skilled engineering professional with an extensive background and proven track record of successfully designing, programming, testing, provisioning, deploying, and supporting the technical aspects and needs of organizations. I am a highly motivated self-starter who consistently strives to provide the highest level of service. I am seeking a career with a company that will allow me to apply my extensive experience and interpersonal skills in a challenging environment.

●Excellent interpersonal skills

●Superb critical thinking & analytical skills

●experience with designing test plans and procedures, testing, and documentation.

●Extensive experience in designing, troubleshooting, implementation of small to large scale networks using Cisco Switches/VPN Concentrators

●Access Servers and Routed protocols

●Strong background in Linux and IRIX

●Postman/Python

●AWS Practitioner

●AWS Professional Cloud Architect

●Moderate knowledge in NT 4.0 administration, minimal Win2000

●Familiar with most Internet services (DNS, mail systems web servers, SSH, and ftp), Spirent (web sense, smart apps, TeraVPN), and UNIX networking (nfs, Nis)

●Solid understanding of common enterprise network architectures

●Proficient competency and ability to troubleshoot 802.11 network design, including routers, bridges, switching, VLAN, access points

●Kubernetes

●Proficient knowledge of design implementation and ability to perform TCP/IP network administration and troubleshooting including root cause failure analysis.

●Understanding of security protocols VPN, Radius, WPA, WEP, Linux, Microsoft, and Apple system proficiency

●Ability to use various software and hardware debugging tools

Hands on experience with Cisco product

EMPLOYMENT EXPERIENCE

System Engineer (SE) Extreme Networks, Sunnyvale, CA

June 2011 – Present

●Onsite representative performed technical training and product briefing with customers, vendors and company representatives.

●Troubleshoots technical problems and issues, while conducting technical analysis of product implementations, modifications and enhancements to products in accordance to VMware vSphere environment with specific customer specifications and implementations.

●Recommends actions to company and customer representatives for coordinative product solution.

●Worked with other Product Management, Marketing and Engineering to define/support all tasks necessary to launch product.

●Provide on-going support to the Product Manager on inbound product management issues/tasks

Field Support Engineer

June 2005 – July 2011

●Responsible for writing and phone test technical support for installation/configuration, functional/integration/regression testing, performance, load, stress etc of 802.1a/b/g/n/ac/ax wireless networks and their network management systems on platforms like 802.1x/RADIUS/SQL, Linux and Mac O/S X. Meru WLAN product’s supporting Voice/Data convergence in the 802.11 WLAN VoWLAN call density, QoS, Virtual AP, Zero Handoff, VoIP

●Responsible for setup/configure wireless network (controller / Access point / STA) including signaling servers, network routers/switches/servers) for a performance lab testing of several real and simulated voice/data clients Responsible for low-level testing/debugging of the product, including setting traces at module level to debug performance related issues of the product for verification, reliability, stress, simulation, performance and conformance tests

●Responsible for testing 802.11 conformances of access points and radio switch products Responsible for configuring and maintaining 802.11 security servers like Microsoft IAS, Funk, Cisco ACS, Linux FreeRadius, PSK/TKIP, WPA-PSK, WPA2, 802.1x.

Technical Support Engineer ShoreTel, Inc., Sunnyvale, CA

June 2004 – June 2005

●Applied knowledge, understanding, and practical application knowledge of Packet Telephony Applications and related concepts to deliver the best customer service support to end users.

●Installed and configured computer applications

●Monitored and maintained computer networks

●Configured operating systems

●Resolved issues related to the network

●Diagnosed and resolved issues by questioning customers about the issues they were facing

●Designed computer systems to meet the requirements of the organization

●Conducted follow ups with clients to make sure their computer systems were functioning properly after troubleshooting

●Helped the company deploy new software and hardware systems

●Maintained knowledge and understanding of operating systems related to the fundamental computer systems including VPNs, VXworks, NT, Linux, and UNIX.

Certification Engineer Netscreen Technologies, Sunnyvale, CA

March 2001 – June 2004

●Provided deployment support for enterprise customer (SFO) deploying wireless LAN solutions incrementally as strategic needs required

●Responsible for developing test plans and procedures for FHSS, DSSS testing, constructing and performing test suites and generating test result documents

●Performed security and technical support at integration level with networking elements, network management systems and security systems like firewalls, VPN, Intrusion Detection System, Virus detection systems and network and service management systems.

●Implemented a pay-as-you-go approach to adding users on to the wireless LAN, this simplified the migration to a wireless network, lowering the total cost of ownership

Network Support Engineer 4/VoIP Security Specialist Lucent Technologies (Ascend), Alameda, CA

February 1998 – March 2001

●Worked as technical support/team leader for the Lucent Network care Professional Services Access Switching Division over VoIP accounts

●Handled account management, project management, design and technical support for various VoIP accounts, supported other resident engineers on VoIP products and provided information to the engineers to help them work in a more efficient manner Worked with other engineers to develop solutions for customer problems and to identify needs in the VoIP product offering.

●Wrote success criteria documents and assisted on statements of work for customers

●Provided training to resident/system engineers

Product Line Manager Bay Networks Inc., Santa Clara, CA

January 1990 – February 1998

●Responsible for technical product concepts

●Managed a product program team from initiation to launch to deliver complete networking solutions with multiple components and tools

●Provided assistance and support to support other product management teams (inbound focus) on an as- needed basis

●Managed the product program team to review and update product schedules

●Developed and maintained the product program plan and timeline in MS Project

●Set the agenda and chair the weekly product program team meetings.

●Guided the product program evolution through critical program phases as defined by product development process: Delivered milestone status to senior management team.

Corporate Systems Engineer

●Worked with the Program Product Managers to gain insight in regards to customer beta/evaluation install requirements Conferred with internal sales staff and Program Product Managers to determine upcoming product features and product beta release dates.

●Worked with Engineering and Release Test engineers for technical information, worked with the products to gain technical insight

●Worked with New Product Introduction group to get access to new hardware

●Worked with the Educational Services Course Development group as a technical liaison developing a project plan for the products, and developing presentation-type courseware based on functional specifications, hands-on work with the products, and ongoing communication with the engineers and Release Test engineers.

Principle Instructor, New Product Introduction Training

●Responsible for course development and delivery of internal training for ATM (Asynchronous Transfer Mode), frame-switched media products, and shared media products prior to product release

Technical Support Manager (Internetworking)

●Responsible for 3rd level escalations for Internetworking issues

●Managed technical support staff for both Domestic and International Field Service Engineers, interfacing with 1st and 2nd level Customer Support Engineers, recreating customer problems

●Worked closely with Product Support Engineers and Product Managers to resolve customer issues

●Wrote customer support bulletins to inform customers of product issues

LAN Manager Computer Associates Inc., San Jose, CA

January 1987 – July 1990

●Managed LAN network Server for 400 node Novell Network and 150 Node 3Com Networks

●Coordinated activities of subordinates

●Reviewed Work orders, product purchase specifications and facility Requirements

●Performed product testing, product integration and version control.

●Maintained software resources

●Installed IBM PC Local Area Network, provided LAN support

●Developed technical documentation, Coordinated Voice, and email communications

Staff Programmer LAN Manager IBM Corp., San Jose, CA

December 1980 – January 1987

●Maintained an asynchronous communications package and developed performance enhancements for a customer service tracking system

●Provided technical support for proprietary versions of these mainframe operating systems: IBM VM/CMS, PDPX, and XDS940, and their system applications

●Informed company of technical development

EDUCATION

1980 Palomar College

Industrial Arts Co-Major Education

2007 CWAP

Certified Wireless Analysis Professional

SKILLS AND CORE COMPETENCIES

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