Technical Support Engineer

Michael Le - *******.*.**@*****.*** - 408-***-****)

Senior Level Engineer in the roles of Sales, Systems, QA, and Technical Support Engineer. Strong experience in the DOCSIS/Cable Industry for DAA, CMTSs, Voice Telephony, TCP/IP Routers, IPTV, PON, WiFi and CPEs. Exceptional testing abilities of both hardware and software. Certified training in Cisco (CCNA), SCTE (DOCSIS), Arris, and more. Direct engineering lab and ops support to Comcast, Charter, TWC, CableLabs, as well as other U.S. Cable Operators. Bachelor of Science Electrical Engineering (BSEE) from San Jose State University. US Army Veteran of Desert Storm. Have excellent references to include past and current customers as well as past supervisors and coworkers.

PROFESSIONAL PROFILE

Sales, Systems, QA, and Technical Support Engineer for DAA and CMTSs

Commscope/Arris QA and Technical Support for DOCSIS and TCP/IP products including DAA (vCMTS, RPhy), CMTSs, CMs, STBs, and other CPE Devices

Sales Engineer for the Commscope/Trident-T7 PON Solutions – FTTH Products such as ONUs, OLTs and Transceivers; working with the EPON, GPON, and DPoE Specifications

Sales Engineer for the Commscope/GoBackTV complete IPTV Solution – Middleware, CMs, CMTS Edge QAM, IPTV STBs

Sales/Systems Engineer for the Cedar Point VOIP Class-5 Soft-Switches – for all Tier-1 to Tier-3 Cable Operators

Onsite Visiting Engineer for Cable Labs DOCSIS 1.1, PCMM 2.0, and DPoE 1.0

Certified Trainings Completed: CCNA, SCTE, and many Arris Classes

Bachelor of Science in Electrical Engineering, San Jose State University

Professional Experience

Comcast (Las Vegas, NV) 1/2024 - 6/2024

Network Engineer IV

Supported SRU 5G Units off of DOCSIS CMTS and vCMTS (RPDs)

Troubleshoot issues that involved DOCSIS, TCP/IP, Power Supply, and Unified System Manager

Assisted and Supported SRU 5G turnups.

This was only a 6-month contract

CommScope/Arris (two positions - 14 years total)

Commscope/Arris - Staff Tech Support Engineer (Las Vegas, NV) 5/2017 - 10/2023

Frontline Technical Support & QA Engineering of CommScope’s CMTS (E6000, C4) and DAA (vCMTS, RPDs) Products.

QA test and Technical Support for Commscope’s DAA products since 2017

Frontline Technical Support for Comcast’s Live DAA deployments.

Front Line 24/7 DOCSIS DAA and CMTS Support for Charter, Comcast, and other Cable Operators. Charter and Comcast DOCSIS Operations Group would call me and the team I was a part of for Service Outages and all Live System Trouble Tickets as well as Lab Trouble Tickets.

Support Charter and Comcast Upgrades on a per need basis.

Create personal MOPs and Test-Scripts for Charter, Comcast and other Cable Operators to collect data as well as find reproducible failure point.

Spent 3 months onsite at Charter NOC to assist Charter Operation Engineers for Network Outages (CMTS Support).

Commscope/Arris - Sales Engineer (Las Vegas, NV) 4/2009 - 5/2017

Pre and Post Sales Support and QA the GoBackTV Solution, a complete IPTV Solution which included a vCMTS, CMTS Edge QAM, CMs, STBs, and Middleware.

Pre and Post Sales Support and QA issues with Aurora Products (Nodes, PONs, Transceivers)

Pre and Post Sales Support and QA the Trident-T7 PON Solutions - ONUs and OLTs; for the EPON, GPON, and DPoE Specifications.

Motorola (San Diego, CA) 9/2008 - 3/2009

Sr. Test Engineer

Supported the DOCSIS Physical Layer Testing Collaborating, testing, problem solving, and customer technical vendor support in various areas and cable operators.

Tested CMs using the Cable Labs DOCSIS 1.1, 2.0, and 3.0 ATP Tests (PHY, MAC, MAC-PHY, OSSI)

Tested CMs using the Motorola CM Test Suite in individual Lab’s setup specific to each individual Cable Operator (Comcast, Charter, Time Warner, Cox)

Cedar Point Communications (Las Vegas, NV) 5/2003 - 9/2008

Systems Engineer

VOIP Class-5 switches over Cable (DOCSIS).

Pre and Post Stales Support for the Cedar Point Voice Softswitch (MGCP/RTP/SS7)

Assisted On-Site Comcast, Charter, and other Cable-Operators for Live Field Deployments.

12 months On-Site Testing at Lucent Technologies using the Comcast Specific VoIP/PCMM Test Suite (Test Lab set up specific for Comcast Deployments of the Cedar Point C4 VoIP Switch)

6 months On-Site Testing in Morristown NJ for Comcast

Provided other engineering and QA on-site and remote support including Comcast, Charter, and Insight.

10 months as a CableLabs Visiting Engineer for the PacketCable 1.0 Standard. Use TCL/TK to scripting to create Cable Labs PCMM ATP Automated Test Scripts

Technical Engineering Support/QA for Interops and Certification Waves at CableLabs

Provided On-Site Support for Comcast at the Comcast National NOC in Greenwich Village, CO. Directly reported to the Comcast VP of Operations (Randy Burke).

COM21 Software (Milpitas, CA and Denver, CO) 5/2000 – 5/2003

QA Engineer III

Com21 Inc manufactures robust and cost-efficient DOCSIS cable modems.

QA Engineer for Com21 Cable Modems

Participated in Interops at UNH and Cable-Labs

Tested the Cable Labs DOCISIS 1.0 and 1.1 ATP Test Plans (PHY, MAC-PHY, MAC, OSSI)

System Administrator for the Agilent Test Platform – Complete RF DOCSIS RFI Testing Solution (PHY, MAC, MAC-PHY)

Contributed 12 months On-Site in Colorado at CableLabs to the DOCSIS 1.1 RFI, Standard as a Contributing / Visiting Engineer.

Additional Service:

United States Army 7/1989 - 10/1996

Combat Engineer (MOS: 12B) - Germany, Iraq, Kuwait, Saudi Arabia

3 years Active Duty from 1989 to 1992. Honorably discharged from Active-Duty August of 1992. Army Reserve Duty from 1992-1996. Participated in Operations Desert Shield, Desert Storm, and Provide Hope.

Army Awards and Medals: Good Conduct Medal, Army Achievement Medal, Overseas Service Ribbon, End of Tour Ribbon, Kuwait Liberation Medal, Southwest Asia Campaign Ribbon, Valorous Unit Award IRAQ-KUWAIT 1991 (for the 54th Combat Engineer Battalion).

Education

San Jose State University

Bachelor of Science in Electrical Engineering (1999)

Years of Experienced

Arris CIN/DAA/vCMTS/RPhy Support and Testing: 6 years

Comcast DAA/Rhy Direct Support to Jorge Salinger's Team - For Live Production Commscope DAA/RPhy Devices, vCMTS, RD1424, RD2322

DOCSIS Testing: 23 years

Arris E6000 CMTS Support: 7 years, Tier-4 Support for all the Cable Operators (Comcast, Charter, WOW, CableOne, Cablevision)

CMTS and Headend Equipment daily/weekly usage: 23 Years

EPON/GPON OLTs and ONUs (Commscope Trident T7 Product): 4 years

DOCSIS VOIP Softswitch - Cedar Point Communications - QA and Deployments: 5 years

Cable Modem Test Engineer for Com21 and Motorola: 4 years

Onsite Cable Labs Visiting Engineer: 2.5 years Total (For DOCSIS, DPoE, PCMM)

Onsite Cable Labs Automated Test Script Developer for Cable Labs RFI 1.1 ATP (RFI 1.1 - PHY, MAC-PHY, and MAC - using TCL/TK), Reported directly to Jorge Salinger: 12 Months

Onsite National NOC Engineer reporting directly to the Comcast VP of Operations, Randy Burke - For Cedar Point Communications: 12 Months

TCP/IP: 23 Years

Skills and Technologies (Summarized)

Grafana - Comcasts Network Monitor Tool for DAA Products (Direct Access to Comcast’s DAA networks given to Commscope from Comcast)

Incognito Provisioning Platform for DOCSIS CMs and CPEs

Ixia and Spirent SmartBits data packet generators

Bug Tracking & Source Code Control - ClearQuest, Jira, CVS, Bugzilla

Wireshark Packet Capture and Analysis

CRM Tools: Peoplesoft, Salesforce, Microsoft Dynamics

Cable Labs DOCSIS ATP Test Suite (PHY, MAC, MAC-PHY, OSSI)

Cable Modem Editor - such as PacketAce (Arris) and GoBackTV

Throughput and Speed Testing - for Cable Modems and CPEs

MPEG2/4 & H.264 Video Testing

SCTE 55-1 (Moto), and SCTE 55-2 (SA) OOB Testing for CMTS and DAA Products

Tektronix Protocol Analyzers

EdgeQAM - GoBackTV

Linux - Needed for lower level CLI for the GoBackTV EdgeQAM

Pearl - Scripting tool used by GoBackTV for Automated Testing

VI Editor - For TCL/TK Scripts (CableLabs ATP Test Scripts, and GoBackTV Products)

Visio - Schematics for Aurora Customers

Aurora/Commscope Node Products - Transceivers, Optitrace, SFPs, OM600, NC4000.

IPTV - GoBackTV System - Middleware, CMTS, QAMs - Configuration, Network Streams/Tunnels, Guide Data, VOD, Channel-Change

Video Streaming Tools such as VLC and GoBackTV

MySQL - for GoBackTV Products (TV Guide Data)

SNMP (MIB reads/write) Tool such MG-Soft Platform

SNMP (MIB) Test Case development

Motorola/GCI Cable Modem Test Suite - PHY, MAC, MAC-PHY, OSSI

Agilent VSA

Harmonic Signal Generators

DPoE - For Aurora/Pace Products

Trident T7 Complete GPON/EPON Solution – OLT to ONU end to end + Provisioning

Cadent C3/C4 CMTSs

White, Grey & Black Box Testing

CCNA Certified

SCTE DOCSIS D3.0 Certified

Arris E6000 Certified

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