Customer Service Engineer

Summary

Experienced Technical Support and IT professional with knowledge of diverse technologies. Proven Leadership abilities. Excellent technical, people, and Customer service skills. Experienced Mentor with course development and delivery experience. Demonstrated history of excellence in troubleshooting and resolving complex technical problems using accepted standards, methods and techniques. Customer centric approach to Customer service with emphasis on providing on-time and accurate resolutions and root cause analysis. Articulate and thorough reporting and documentation. Adaptable to growth and evolution in the ever changing and growing information and technology industries. Detail oriented self-starter capable of working well in groups and individually. Team player that supports all aspects of business organization.

Skills Summary

Unified Communications

Network Administration

Microsoft Servers and OS Technical Support expertise

Customer Service

LINUX/UNIX Converged Communications

SIP

Active Directory and LDAP

Subject Matter Expert

LAN/WAN administration

VoIP Avaya Modular Messaging & Aura Messaging Legacy PBX and Messaging

Wireshark

Professional Experience

Tier 3 Technical Support and Diagnostic Engineer 2000 – 2012

Avaya Inc., Milpitas and Santa Clara, CA

Functioned as Tier 3 technical support for Avaya Modular Messaging and Avaya Aura Messaging. These product lines are comprised of front end Windows Server 2000 - 2008 based platforms with integration to a broad range of IP, digital and analog PBX integrations for several vendors including Avaya, CISCO, Nortel and Siemens. The integrated message stores include LINUX Red Hat, Microsoft Exchange and Lotus Domino based backend servers.

• Implemented processes to reduce resolution time and eliminate duplication of effort. Results: Reduced resolution time, eliminated duplication of effort.

• Researched and Resolved hundreds of critical and advanced escalations as an Advanced Resolutions and Defect Diagnostics and Escalations Engineer; liaison to product developers and Critical Escalations team and Managers resulting in increased Customer satisfaction and product confidence.

• Mentored 50-100 peers and new associates on Avaya Messaging products. Subject Matter Expert on messaging products (current and legacy).

• Developed and Delivered 3 Engineer level courses. Course delivery domestically and internationally in Stockholm, Sweden and Avaya Support Center in Pune, India.

• Provided pre- and post-sales Engineering and Implementation support for Avaya Messaging products, Communication Manager, VoIP, and integrated solutions that included third-party gateways resulting in improved installations and shortened time to resolution by direct field personnel and Business Partner organizations.

Senior Technical Support Engineer 1997 –2000

Lucent Technologies, Milpitas, CA

Responsible for providing post-sales support of software, hardware, adjuncts and applications for customers, business partners and Avaya personnel utilizing diagnostic capabilities for the VMX/Octel Messaging product line, integration to a broad range of digital and analog PBX integrations for several vendors including Avaya, CISCO, Nortel, NEC, Ericsson, and Siemens.

Extensive experience troubleshooting converged telephony issues across diverse data and voice networks mixing complex typologies and protocols.

• Subject Matter Expert (SME) for new hires and engineers in alternative geographies.

• Tested software and hardware during Alpha and Beta trials, provided Quality Assurance and functionality testing to assure that the best product possible was released with all new features thoroughly tested and operating as designed.

• Acted as liaison between Sustaining Engineers, Tier 3, and Product support to develop complaint resolutions to high level escalations.

• Sole support engineer to OEM distributors Ericsson, Tie, Toshiba, Tata, and others. This included delivery of engineering level training and high level troubleshooting support. This was primarily international support.

Information Systems Technician, IT Specialist 1995 – 2011

US Navy Reserve, Alameda, CA

Provides basic and in-depth levels of instruction in Local Area Networks (LAN) and Metropolitan Area Networks (MAN), with focus on system administration. Prepares technical personnel to administer commercial network operating systems within the functional areas of configuration, system, and performance management. Manage/maintain internal site networks to include but not limited to MS Exchange, NetWare, Novell, UNIX, and Windows NT. Conduct first level network software and hardware corrective actions.

Performs duties of traffic clerk and watch supervisor; installs local area networks; uses computer systems software including Novell, DOS, or UNIX; sets up and uses multichannel, diversity equipment; monitors traffic flow and, if necessary, takes corrective action; installs and operates computer software; operates general purpose test equipment; requisitions supplies; maintains maintenance records.

Maintains local area networks; instructs personnel in military and technical procedures; trains personnel in quality control of telecommunications; researches applicable technical reports; prepares efficiency reports; recommends changes in operational procedures; prepares maintenance schedules and reviews results.

Current Top Secret (SCI) Security Clearance.

Other Relevant Experience

Senior Technical Support Engineer, Octel, Milpitas, CA

Technical Support Engineer, VMX Inc., San Jose, CA (Acquired by Octel)

Systems Engineer, Voicepro, San Ramon, CA

Master Communications Technician, ComPath/TelPlus/Siemens, Pleasanton, CA

Education

Computer Systems Networking and Telecommunications

Avaya University

Studies focused in Avaya product training, leadership skills, Unified Messaging, Computer Telephony (CTP), Comptia A+, IT Information Security, and Network Administration.

Introduction to Programming

University of CA Santa Cruz (Santa Clara Extension)

Introduction to C++ Programming

Activities and Awards

Navy Achievement Medal – Over seeing PBX installation at TSC North Island Naval Air Station saving U.S. Navy $20k.

Joint Service Achievement Medal - Supply PO Operation Iraqi Freedom TDM/FDE DET ALPHA

Combat Action Ribbon – Operations Iraqi Freedom and Southern Watch

Retired US Navy Reserve

Numerous Customer “Green Alerts”, Customer satisfaction and appreciation letters for service excellence.

Member of American Legion

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