Engineer Customer Service

Highly motivated individual with over * years practical experience in telecommunications equipment installations, equipment configuration and technical support, coupled with industry qualifications assessed to be NZQA equivalent of a Masters degree (Level 9) and Bachelors degree (Level 7).

Holding excellent decision making abilities and proven analytical skills, providing a structured and methodical approach to problem solving; seen as a expert for difficult technical issues in broad areas of telecommunications installations and equipment and having key knowledge in telephony TDM, VoIP and telephone signals QSIG, CCS7, SIP and H.323.

Proven abilities to work collaboratively as part of a team or in a purely independent situation, requiring minimal supervision.

Now seeking a position in a world class organisation where I can fully utilise my skills, technical knowledge and experience, with a desire to participate in advanced projects for the development and introduction of new and emerging technologies, maximising company objectives and provide first class customer service and solutions.

AREAS OF EXPERTISE

• Team Leadership • Project Management • Interpersonal Skills

• Mentoring and Training • Client Liaison • Problem Solving

• Telephone Network Support • Contract Preparation • Technical Writing

• Network Infrastructure • Network Installations • Negotiation Skills

KEY ACHIEVEMENTS

• Seen as an expert for trouble shooting and developing solutions for complex communication network equipment. As a result, in conjunction with Bigfoot Telecom Ltd I have developed an innovative support solution providing remote assistance from New Zealand.

• Setting up and making operational approximately 40 new PABX’s for the Russian Federal Tax Service in a short space of time (1 months), programming new numbering plans and customising equipment to the clients requirements.

• Successful negotiations with key suppliers resulting in significant reductions to Vester Group (IT) operational costs.

• Naturally quick to become competent with new technologies requiring minimal tuition to provide satisfactory technical support.

SPECIALIST TECHNICAL EXPERTISE

Significant operating experience and knowledge has been gained in the following technologies:

• C20 Converged IP Softswitch/DMS • MG15000 Packet Voice Gateway • Panasonic KX-TD 100/200/600

• Nortel Communication Server 1000

(Cs1000) Telephone system • Nortel SDH Multiservice Edge 6110/6130/6500 • Samsung OfficeServ 500/7000

Series

• Virtual TDM, PBX and VoIP Systems • Mediatrix VoIP gateway • Nortel Meridian 1 Option 11C

PROFESSIONAL EXPERIENCE

Independent Contractor Nov 2011 – Current

Bigfoot Telecom Ltd, Moscow, Russia

Initially employed as Chief Engineer, I became an independent contractor for Bigfoot after moving to New Zealand in November 2011. I currently carry out network equipment configuration support remotely, providing high level technical solutions for emergency issues.

Additionally I provide the following services and expertise:

• Hardware configuration management, including changes to hardware configurations and routing tables.

• Advice and recommendations for network systems design.

• Configuration of Interactive Voice Response (IVR) solutions.

• Customisation of VoWi-Fi services.

• Preparation of contracts for equipment supply, licensing, software upgrades, servicing and new equipment.

Success in this role can be measured by the continual provision of support from a remote location. Bigfoot Telecom recognise the technical knowledge I hold and have facilitated the provision of specialist support from New Zealand, an innovative solution to a lack of technical knowledge of the equipment I support.

Chief Engineer Nov 2010 – Nov 2011

Bigfoot Telecom Ltd, Moscow, Russia

As Chief Engineer I held overall responsibility for the continual operational integrity of all telephone exchange equipment, in Moscow. A key requirement of my position was to guarantee capacity for voice traffic over a fixed network. This was achieved by vigilant monitoring and careful planning of interfaces and network elements.

Additional key responsibilities included:

• Providing project support including writing of technical specifications and testing of new equipment and features.

• Key involvement in the development, implementation and on going administration of network infrastructure.

• Managing and monitoring the installations and configurations of equipment and services provided by external organisations.

• Operation and maintenance of the VoIP (Nortel CS2k) core system: SSL, SST, CICM, APS, MG15k.

• Configurations for the SDH and PBX hardware and remote gateways.

• Ensuring clients PBX, phones and other service provider equipment is connected according to requirements and is operational.

• Programming and providing advice on various features for SIP and UNIStim phones.

Senior Engineer Mar 2007 - Nov 2010

Rosservice, Moscow, Russia

Rosservice is a leading IT outsourcing company in Russia providing a range of services in IT technology. Initially employed as an Engineer I quickly obtained promotion to the position of Senior Engineer where I was responsible for the following:

• Providing technical support for the maintenance of all telecommunication equipment for the Federal Tax Service

• Delivering timely and accurate advice, equipment recommendations and technical conclusions to clients in relation to the administration and support of their telecommunications equipment, ensuring uninterrupted operations.

• Key involvement in all aspects of problem solving complex technical issues for clients.

As part of my role I was actively involved in the generation of innovative ideas to create and improve complex decision making processes for customer service requests across the country. As a result we established software customised to the requirements of the company, creating an effective and efficient solution that ultimately improved the quality of request resolutions and reduced the costs associated with external support software.

Always considered to be a responsible and technically proficient employee I was regularly commended by clients for my professionalism and expert knowledge.

PROFESSIONAL EXPERIENCE (CONT)

Senior Engineer Mar 2004 – Feb 2007

Vester Group (IT Department), Kaliningrad, Russia

Vester Group is a retail company that has over 50 stores in 22 regions of Russia, Ukraine and Kazakhstan. Employed initially as an Engineer, I obtained the position of Chief Engineer quickly.

Key responsibilities included:

• Ensuring continued administration and maintenance of the Nortel Meridian 1 Option 11C PABX for approximately 720 subscribers, providing customer support when required.

• Administering contracts with service providers in relation to the connection and any disconnection of telecommunication services for the entire Vester Group of companies.

Through negotiations with external service providers I successfully achieved significant reductions in company costs for equipment inspections, database creation and maintenance, and an overall reduction in service provider costs.

CERTIFICATIONS AND ADVANCED TRAINING

Nortel Communication Server 2000 (CS2k) 2011

Compact Call Server 2000 – Overview

Compact Call Server 2100 – Compact Operations and Maintenance

CS2000 Universal Translations

ERS 8600 (CS LAN) 2011

Operations and Maintenance

Cisco Certified Network Associate Course (CCNA) 2010

Specialist Certification in Cisco technology, equipment and networks

Siemens HiPath 4000 V3.0 2008

Basic course for service

Nortel Meridian 1 Option 11C 2004

Full course for service (expert)

ACADEMIC QUALIFICATIONS

Masters Degree - Installation of Telecommunication Systems Equipment 2001

Tashkent Electrotechnical University of Communications

PERSONAL STATEMENT

I consider myself a loyal and dedicated person who works well both as part of a team or in an autonomous environment. Working well under pressure, I am capable of remaining calm in the most testing situations.

Colleagues and friends have described me as approachable, dependable, honest, a very quick learner and fast worker.

Striving for excellence in all that I do, and giving 100% to any challenge I undertake is ingrained in my nature and I thrive on going the extra mile to provide my customers and employers outstanding results.

REFERENCES ON REQUEST

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