Senior Technical Support Engineer

BRIAN BURNS

** ******** ******, ****, ************* 01905

617-***-**** | *****.*****.**@*****.***

PROFILE

Focused engineer with over 16 years of technical experience that includes selling, installing and troubleshooting enterprise communications solutions for clients worldwide. Capable of taking projects from start to successful completion in a demanding multi-tasking environment

TECHNICAL SKILLS

OS: SCO Unix, Linux, MS Windows, SunOS, Solaris

PROGRAMMING: Shell Scripting, SQL, C

APPLICATIONS: Nuance, Vmware, Visio, CLI, MS Office, MS Project

DATABASES: Informix, Access

TELECOMMUNICATIONS HARDWARE: Avaya, Nortel, Cisco, Octel

PROTOCOLS: SIP, TCP/IP, VPN, DNS, DHCP, SSH, VOIP, ISDN, SMDI

CAREER HIGHLIGHTS

TIER II AND III ENGINEERING

- Solved escalated issues for 24x7 support service with 98% efficiency rating

- Utilized UNIX shell scripting, SQL scripting to design custom solutions for advanced customer issues

- Mastered proprietary command line interface utilities to integrate Lyrix solutions to various customer environments including Avaya, Nortel, and Cisco communications systems

- Diagnosed and solved problems with TCP/IP, DNS, FTP, VPN, Vmware during client integrations

- Trained and guided Jr. Technicians on a daily basis

SALES ENGINEERING

- Engineered solutions for all new Lyrix-originated sales between 2007 – 2009 resulting in $1 Million in new revenues

- Explained, integrated and maintained custom Lyrix solutions for key clients

- Created solutions using SIP, TDM, and Web applications to meet customer needs

PRODUCT DEVELOPMENT

- Identified potential bugs in production and beta software

- Collaborated with software development team to create bug fixes

- Communicated customer feedback to produce product enhancements

EXPERIENCE

LYRIX, INC., Lowell, MA 1999 – 2009

Senior Technical Support Engineer

· Managed and supported SCO and Linux based enterprise communications equipment to ensure maximum uptime

· Installed and configured PeopleFind speech recognition attendant

· Integrated Alcatel-Lucent MyTeamWork conferencing solution

· Provided pre and post sales technical support for new and existing customers

· Designed and implemented Lyrix enterprise communications systems

· Supported homegrown proprietary applications that solved unique customer requirements

· Installed enterprise systems at customer locations worldwide

· Integrated Lyrix equipment with various customer PBX systems

· Wrote custom SQL and shell scripts to automate tasks

· Trained and assisted new and Jr. Technicians daily

MIT – LINCOLN LABORATORY, Lexington, MA 1993 – 1999

Technical Assistant V

· Supported a large local and remote network of Sun Microsystems desktops and servers

· Analyzed meteorological radar data

· Installed prototype systems in sensitive FAA facilities

· Supported Integrated Terminal Weather System project

EDUCATION

UNIVERSITY OF MASSACHUSETTS – BOSTON

Master of Business Administration, IT

RUTGERS UNIVERSITY, NJ

Bachelor of Science, Earth and Atmospheric Sciences

CCNA BOOTCAMP

Contact this candidate