Engineer Customer Service

R. Allan Worrell

*** ****** ****

Grand Ledge, Michigan

Office:517-***-**** Cell:517-***-****

PROFILE

A customer support engineer skilled at troubleshooting complex hardware and software problems and forming excellent customer relationships. Works with customers, engineers, and third party companies in order to achieve problem resolution, and high customer satisfaction with both hardware and software products.

Professional Experience

Cisco Systems, Inc. - San Jose, CA 2000 to 2011

Customer Service Engineer and Field Service Engineer(CSE/FSE).

Acted as a software application and network troubleshooter. A customer advocate both on site and remotely via telephone, and Cisco Webex (virtual) meetings.

• Supported Cisco’s proprietary Solaris Unix based Client/Server Network Management System (NMS), Cisco Transport Manager (CTM). Fixed CTM software problems for several of Cisco’s largest customers resulting in increased system up time and network visibility.

• Worked on site in a major customer NOC (Network Operations Center) to maintain a Solaris Unix application (Element Management System) that enabled the customer to grow their long haul network to over 500 sites nationwide.

• Provided telephone support to help customer technicians correctly install and configure Cisco’s optical ONS-15xxx networking products and circuits (SONET, SDH, Ethernet, and DWDM circuits) in live customer networks.

• Traveled extensively. Met with Qwest technicians and worked on live customer equipment to replace faulty optical hardware and router software in Qwest central offices as part of Cisco Umpire programs for optical routers.

Teradyne Telecommunications - Deerfield, Illinios 1997 to 2000

Installation and Technical Assistance Center (TAC) Support Engineer.

• Independently installed Teradyne’s computerized electronic test product known as the FOR-Tel system in telecommunication offices in South Carolina, Florida and California for both Sprint and GTE placing thousands of end customer telephone lines (local loops) under test in those states.

• Provided telephone support for Teradyne’s FOR-Tel local loop test systems in a TAC environment. Aided technicians in the integration of FOR-Tel systems into exiting telecommunication equipment across the United States.

Computer Methods Corporation - Livonia, Michigan 1996 to 1997

Software Quality Assurance Engineer

• Met weekly with Ford Motor’s software development engineers to help them identify and resolve problems with automobile control code.

Education: University of Toledo - Toledo, Ohio

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