Support Engineer with 3rd-level IT Expertise

Joseph Fang

San Diego, CA *****

Home: 858-***-****

******@*******.***

Objective:

To obtain an Support Engineer position from an innovative company offering career opportunities to engage in Information Technology

Technical Skills:

Windows 11/10/7, Win server 2016/2012/2008, MacOS, Linux, Android

BASH, Python, C/C++, Visual Basic, JSON/XML, HTML, Auto CAD

MySQL, MS-SQL Server 2012/2008, Oracle, IIS, Apache/Tomcat, WordPress

LAN/WAN/WLAN, TCP/IP, DHCP, DNS, AD, VPN, VLAN, NAT, SIP, SSH, FTP

802.11 a/b/g/n/r/u/ac/ax, 802.1x, Wi-Fi Direct/Miracast/Passpoint, DLNA, BT

MS Office365, OmniPeek, Wireshark, BT/USB Protocol Analyzer, iPerf, IxChariot, TCPDump, NAS, VMWare, Hyper-V, QPST, QXDM, MatLab, SecureCRT, JTAG, Oscilloscope, Spectrum Analyzer, Multimeter, Agilent 8960, Silk, Acronis, HP ALM Quality Center, JIRA, Bugzilla, TortoiseSVN, GitHub, Bitbucket, Bamboo, Zendesk

AWS, S3, Dynamo DB

Trainings:

Android; Unix and Shell Programming; Oracle SQL & SQL/Plus; Maestro; Unix System Administration; MS SQL Server 2000 Administration & Design; Windows 2000 Server Administration; CCNA-ICND1, CDMA, IP & VPN, VoIP, WiMAX

Six Sigma - Yellow Belt; Agile

21 CFR Part 11 and 820; ISO 13485 and 14971; IEC 62304

Certifications:

MCSA (Microsoft Certified Systems Administrator), MCP

Employment:

Zoom Video Communications, Remote

Service Engineer 09/21 – 02/23

Provided 3rd level technical support for SW/HW issues on multiple platforms with issues analysis, investigation, troubleshooting and reproduction

Supported customers’ issues in applications, email/calendar integration, databases, network/proxy, QoS (audio/video/screen sharing), 3rd party HW management, consumer products (PC/mobile phones/peripherals) and the submissions of Feature Requests

Created knowledge-based articles to help peer groups; composed RCA (Root Cause Analysis) report for critical issues upon the requests from customers

Joined internal group discussions regularly for tech information sharing/exchanging, external customer/vendor support meetings, war room troubleshooting sessions

Built and maintained testbed made up of various OS and Zoom Rooms types, consumer device types and 3rd party SW/HW to replicate customer issues

Performed on-call duty for weekends and holidays hours

CommScope, San Diego, CA

SW Test Engineer 01/20 – 04/20

Built and maintained testbed, developed test scenarios and test plans for wireless embedded systems based on 802.11ax (Wi-Fi 6) including design verification and production validation

Translated SW requirement specifications into test plans, test cases to focus on MAP (Multi-AP) enabled features

Abbott, San Diego, CA

SW QA Engineer 06/18 – 05/19

Created and/or modified SW Validation and Verification test protocols/scripts based on the requirements for Qualification documents including IQ/OQ/PQ, Traceability Matrices and Summary Reports

Executed SW/FW verification, validation and regression testing for embedded medical device SDLC, performed dry run and offered SW/FW release approval

BD-CareFusion, San Diego, CA

SW QA Test Engineer 08/16 – 09/17

Provided FW Validation & Verification on Infusion based embedded device according to SW design requirements and specifications; designed, maintained and executed test plans and test cases from requirements;

Conducted demos and trainings on device FW update through Wi-Fi connectivity to internal teams, and generated reference documents for test procedures

Qualcomm, San Diego, CA

System Test Engineer 01/16 – 06/16

Executed WLAN manual & automated testing on multiple Android based devices emphasized in stability, network performance and competitive analysis

Conducted site survey, roaming testbed setup, test cases design, and automation SW enhancement; ran roaming test with robot to validate various test scenarios and performance comparisons between DUT and competitive devices

Qualcomm, San Diego, CA

System Test Engineer 07/13 – 03/15

Conducted system test on embedded Linux platform in SOM (System on Module) for Wi-Fi connectivity, security, BT/WLAN coexistence, stability, performance; Wi-Fi Alliance 802.11n pre-certification testing

Joined system level testing on wireless Performance/Benchmark for WLAN and 4G LTE-U coexistence/interference

Broadcom Corp. San Diego, CA

System Test Engineer 01/13 – 07/13

Performed WLAN system test of mobile chipsets FW on Android platform covering Wi-Fi connectivity of 802.11 a/b/g/n/ac, security, WLAN & BT coexistence, 4G mobile hotspot (softAP), Wi-Fi Direct (P2P), Wi-Fi Display (Miracast) & DLNA, stability and KPI performance testing

T-Mobile USA Bellevue, WA

Sr. Wi-Fi Test Engineer 07/12 – 01/13

Conducted research and study of latest trends and standards from Wi-Fi technologies, presented study results to T-Mobile management for future new product lines applications

Supported 3rd party to conduct NGH (HS 2.0) trial and product (SW & HW) evaluations; drafted Product Requirements Documents, SW features proposals and Test Documents as required by T-Mobile’s Products Realization procedures

Motorola San Diego, CA

SW Test Lead Engineer 02/06 – 12/11

Worked on Android phones SW integration testing with duties of sanity and features test execution, debugging of SW features and defects; Joined test planning and development for SW applications testing, performance and regression testing

Supported internal User Trial (UAT) and field testing, automated testing setup and configurations, set up Wi-Fi pre-certification test bed and ran Wi-Fi/3G combo phone pre-certification testing

Intel, Corp San Diego, CA

SW Test Lead Engineer 10/04 – 02/06

Led SW Apps test teams (on- & off-shore) to conduct testing on various HW and OS; Trained team members on product features and test cases execution, provided guidance/review in testing cases creation

Joined SW architecture/requirements document review, SW quality & Design Change Requests plan review and test documents review; Supported Customer Assistance Engineering group to verify and troubleshoot incidents reported by external customers

Intel, Corp San Diego, CA

Wi-Fi Validation Engineer 03/03 – 03/04

Set up and configured Wireless networks to incorporate WEP/802.1x/WPA, VPN into wireless security test beds

Executed test cases (manual & automated on Silk) and reported testing results in systems performance, stress, functionality & wireless security deliverables

Aradiant San Diego, CA

Technical Support Engineer 10/02 – 03/03

Provided D-Link networking product support by responding to customer phone calls; handled after-sale product support inquiries and problem resolution in SW installation/configuration, network support and hardware diagnosis

Handled after-sale product support inquiries and problem resolution in the areas of SW installation/configuration, network support as well as hardware diagnosis for reported wireless and networking product defects

Education:

University of Texas at Dallas Richardson, TX

M.S. in Management Information Systems

Tamkang University Taipei, Taiwan

Bachelor of Science in Hydraulic Engineering

Personal Information:

U.S. citizen

Received Individual Contribution Award from SBC for outstanding performance

Received High Flyer Award at Intel for high achievement

Received two times Bravo awards at Motorola for outstanding performance

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