Ronald Foster adhp47@r.postjobfree.com 978-***-**** www.linkedin.com/in/rofoster10 https://www.linkedin.com/in/jonathan-scorzelli?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3BOWLZJ%2F1xQoa8p57crq19Ug%3D%3D

Senior Technical Support Analyst Systems Test Engineer Leader

Senior Technical Support Analysts Systems Test Engineer Leader with over 20 years’ experience in pre/post sales Technical Support and Professional Service roles, both as a leader and Tier 1-3 Support/Test Engineer. Well versed in all aspects of network/software support operations including Customer Service, troubleshooting, defect replication, Problem Reporting (PRs/Bugs), working with Sustaining /Engineering teams to isolate/resolve/test PRs. Record of accomplishments in each while delivering highly reliable custom solutions to meet customer expectations and drive new revenue.

Additional Skills and Competencies

Windows & UNIX/Linux operating systems Microsoft Office Suite -- Word, Excel, PowerPoint, Visio.

Tools & Servers -- Wireshark, tcpdump, Smart Bits, IXIA, Putty, mRemoteNG, SecureCRT, pgSQL, pgAdmin, Notepad++,UltraEdit, Sublime, Sambar (HTTP), SolarWinds (SNMP), Various Mib Browsers, Cygwin, Syslog, TFTP, FTP, SFTP, NTP, LDAP, LDAPS, Radius, TACACS+, VMWare, Hyper-V, AWS, 2FA, MFA, MS Active Directory, Group Policy (GPO), DNS, DHCP, WinSCP, NTRadPing, grepWin,

Automation (Scripting) -- Exposure to Python, Perl, Ruby, bash shell, Tcl Expect, Toby (Juniper Proprietary, built on Robot Framework), YAML, and Jenkins.

Configuration, Racking/Installation, Wiring of various network devices and appliances

Certifications -- JNCIA, JNCIS-ENT

Career History

Senior Technical Support Engineer – Dell Technologies/RSA, Bedford, MA (07/2019 – Present)

Worked with IT Admins, Network Engineers, and end users to provide Tier1-3 Technical Support for RSA’s SecurID Product Line (Virtual Appliances and Agent Apps) as part of RSA’s Follow-The-Sun support Model.

The product is broad-ranging protecting Windows/Linux Hosts, Servers, Web-Based services, and VPNs, which allowed me to work with a variety of Operating Systems, Services, and 3rd Party Network Access Appliances/Apps

Utilized Salesforce CRM to manage customer casework.

Leverage personal knowledge/experiences and research of RSA’s internal Knowledge Base, Engineering JIRA database, and when all else fails, Google to resolve customer issues quickly and completely, contributing to a high CSAT rating for our local team.

Collaborate with my local team members as well as team members located globally, to solve issues and share information and experiences.

Contribute to RSA’s SecurID Knowledge Base so that customers and other support engineers have ready access to known solutions.

Started taking normal case load 30 days after starting and Closed 567 cases in first year

Advanced Technical Support Engineer (Design Validation Testing) -- Juniper Networks, Westford, MA (08/2013 – 04/2019)

Performed Design Validation testing for Sales (Europe, Middle East, & Asia (EMEA) accounts in several solution areas utilizing Juniper and third-party products. Conducted highly sophisticated CSIM certification tests for customers that use Juniper Networks solutions.

Managed the testing operations that encompass project scoping, staffing requirements, costs, tools, and equipment in a Professional Services Role.

Collaborated with the Account SEs and REs in the design and buildout of lab environments which closely emulate the customer's production network, in an effort to validate new software and/or hardware design as well as catch product defects prior to customer adoption.

Created and executed detailed test plans which meet project goals and reported findings to the account team and customer in a formal exit report. Test plans included various functional, system, and regression test cases to meet customer account team requirements.

Tools Development – Designed and built a tool to test the company’s firewall service offering with various services. Built the tool using a CentOS Linux server to standardize the test suite and ensure reliability and flexibility in testing multiple services. Automated and reused TCs automation.

Cross-functional Collaboration – Worked closely with engineering to resolve issues discovered during rigorous CSIM testing and not identified in early development testing by the product test teams. The collaboration with engineering delivered a highly reliable product to the sales team.

Key Projects -- T-Mobile (SRX firewall), Orange (aka France Telecom) (EX8216 switches and QFabric (QFX), LGI – Telenet (QFabric), Telecom Italia - TIM (M120 routers), DT – TeraStream (EX4300), and most recently UBS (QFabric (QFX), EX, MX, SRX, Junos Space, Service Now datacenter Architecture).

Advanced Diagnostic Engineer (ADE) (Tier 3) -- Bay Networks/Nortel/Avaya, Billerica, MA (04/1998 – 06/2013)

Served in multiple support roles in delivering hardware and operational, technical support to large-scale networks.

Supported the following Avaya products:

Avaya VPN Gateway Product Line 3050/3070

Avaya Switched Firewall Product Line 5000, 5100, and 6000 Series.

Premium Support Engineer (Tier 2)

Provided Technical Support to Nortel Premium Gold, Platinum, Government, and Select Partner Accounts.

Support for Ethernet Routing Switch (ERS) 8300, 8600, and 5500/5600 Stackables, and Alteon Product line including Load Balancers, Application Switches, and Switched Firewalls.

Global Network Product Support (GNPS) Manager

Managed up to 27 Level 1 – 3 Tier support engineers staffing the network management, secure router, VPN router, and after-hours teams. Administered formal and sometimes informal quarterly reviews with engineers.

Complied stats, generated and presented reports at monthly operation review meetings.

Participated in weekly meetings with Product GM, PLM, and design teams representing support and provide a real-world customer perspective around product decisions.

Established and held a weekly meeting with outsourcing support teams to discuss open cases and how best to approach for quicker resolution.

Global Network Product Support (GNPS) Engineer

Product Support (Tier 2) for Nortel’s Net Management products including ADM (aka NetID) but also ENMS, EPM, ESM, & CCM

Tier 3 Support/Sustaining Test Engineer for the Nortel VPN Router (Contivity) product line.

Tier 2 Support Engineer for Bay Networks Net ID, Contivity, and Checkpoint Firewall as it relates to Contivity.

An original member of the “Outsource Escalation Team” which partnered outsourced Tier 1 support with "Convergys."

Tier 1 & 2 Support Engineer for Bay Networks’ Optivity Network Management Product for UNIX (Solaris, HP OpenView & AIX) and Windows.

Additional Experience

Remanco International Inc., Wilmington, MA

Customer Support Manager - Hardware - Outsource Partner

Product Support Engineer

Field Service Engineer

Massachusetts Institute of Technology (Lincoln Labs), Lexington, MA

Class “C” Technician

United States Army Reserves, Fort Devens, MA -- Honorably discharged

E-4 Specialist (SPC) -- Finance Specialist

Education and Professional Development

University of Massachusetts (Lowell)

Introduction to Programming with C-Part I and 2 Introduction to the UNIX Operating System

Sylvania Technical School - Computer Electronics

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