Customer Service Engineer

BJOERN R. HEHMANN

561-***-**** (mobile)

uwmtjn@r.postjobfree.com

CAREER SUMMARY

As an experienced member of the Technical Assistance Center group,

coordinated and performed software and hardware upgrades and provided tier

2 technical support for class 5 soft-switches (VoIP & VoC) for major

telecommunication and Independent Operating Companies (IOC) in the United

States, Canada and South Africa.

. Softswitch Installation and upgrades . UNIX / Linux / Windows / DOS

. VMWare Server 2

. VMware vSphere: Install, Configure, Manage [V5.0] . Shell script

. Primecluster

. SUN Servers . Central Office Maintenance and Repair (TDM) . TCP/IP

. L2 switches

. Customer Service Support . Tri-lingual (English, German, Afrikaans)

PROFESSIONAL EXPERIENCE

Nokia Siemens Networks (formerly Siemens Communications), Irving, TX

1997 - 2012

Technical Support Engineer

Provided technical assistance and hardware / software upgrades for major

telecommunication companies and Cable TV operators, namely AT&T,

Cablevision, Shaw Communications, Brighthouse Networks, Time Warner Cable

and various IOCs.

. Performed racking and cabling of the Siemens hiQ8000 softswitch hardware,

based on SUN Microsystems Netra 240, 1280, X4200 and X4270s based on SPARC

and x86 platforms on Solaris 9 and 10.

. Planned IP schemas and created configuration files to prepare jumpstarts

of the hiQ8000 from the installation server (SIS) with the aid of the Node

Configuration Parameter Editor (NCPE).

. Coordinated and performed software upgrades of hiQ8000 softswitch as well

as dependent Network Elements, ie: Sun Storedge 3100/3510 arrays, Network

Management Console (NMC) and Subscriber Management Console (SMC).

. Coordinated and performed hardware migration from SUN Netra 240 and Netra

1280 to Netra X4200 servers on live customer sites without losing stable

calls and minimal SS7 down-time.

. Provided tier 2 support for customers and interfaced with tier 3 and

development to deliver problem resolution and meet strict Service Level

Agreements using BMC Remedy ticketing system.

. Ensured customer satisfaction as Customer Performance Manager in case

handling and drive fulfillment of case handling KPIs with BMC Remedy

service management suite..

. Provided after-hours technical support to customers during upgrades of

the hiQ8000 softswitch and it's supporting network elements.

. Assisted with integration and system testing with residential/trunk media

gateways as part of the Siemens hiQ8000 softswitch solution.

. Assisted with staging and upgrading of the Call Session Control Function

(CSCF) and Home Subscriber Server (HSS), Advantage Commander and Backup &

Restore servers for IP Multimedia Subsystems (IMS).

Principal Customer Service Engineer

1997 - 2005

. Coordinated software upgrades on live central offices with the customers

and performed upgrade procedures on site in accordance with the

appropriate Method Of Procedure (MOP), including hardware and firmware for

telephone companies including Ameritech, BellSouth, Verizon, MCI WorldCom

and various independent telecommunication providers.

. Created and maintained EWSD database conversion tools, scripts (REMO, DOS

batch files), upgrade command files (EDTS8) and procedures and performed

execution of in-house procedure tests, updating of work instructions,

development, testing and debugging of new conversion tools.

. Performed system and patch testing / validations for Siemens SmartRemote

acceptance testing and Fist Office Applications (FOAs).

. Provided remote upgrade support for field service engineers/installers.

TELKOM S.A. (Formerly Department of Posts and Telecommunications, South

Africa)

Technical Officer -Technical Support Center

1978 - 1996

. Provided 24-hour hardware/software support and recovery for 68 Siemens

EWSD Central Offices covering an area of approximately 3700 square miles

as part of a disaster recovery team.

. Conducted testing and troubleshooting (call failure analysis, routing

issues) with the aid of signal traces and protocol analyzers.

. Maintenance, analysis of problems and implementation of changes in

hardware and software to correct problems on the EWSD SSP112/103/113A/113C

processors, MB, SN, LTG, CCNC and DLUs.

. Conducted EWSD hardware and software upgrades on operational switches and

training sites.

. Evaluated and tested switching hardware and software patches.

. Instructed maintenance personnel as well as clients on the use of

telecommunication equipment and documentation.

. Wrote commandfiles with the EDTS8 editor to aid maintenance staff with

complex tasks.

. Assisted with development of technical instruction documentation and

translation from German documentation to English.

. Maintained rectifiers and storage batteries supplying power to digital

switches and DLUs.

. Instructed switch-maintenance staff on several aspects of practical and

theoretical telephony.

. Resolved subscriber problems.

. Maintained PLESSEY electro-mechanical local, tandem and trunk-tandem

central offices. Included shift work for over 5 years in a 24-hour manned

NOC.

EDUCATION

National Certificate for Telecommunications Technicians

Witwatersrand Technical College & Department of Posts and

Telecommunications - South Africa

Certified by Education International Inc to be equivalent to an Associate's

Degree.

Independent Coursework

VMware vSphere: Install, Configure, Manage [V5.0]

PROFESSIONAL DEVELOPMENT

SIEMENS Communications, Florida, USA

. SURPASS NGN Concepts & Facilities for IMS . C-NTDB Operation . UNIX

Part 1 & 2

. hiQ8000 Siemens NGN Concepts and Facilities (Soft-switch) . HLRi

Provisioning Gateway

. Introduction to LTE/SAE Architecture . Cisco CCNA boot camp . TCP/IP

Concepts

. Mereon 6000 Unified Messaging/ Media Server/ Conferencing Bridge OAMP

. EWSD Translations/database maintenance . EWSD Centrex Translations .

ATM Technology

. EWSD Switch Theory and Architecture . Frame Relay Technology . Code of

Conduct

. Kepnor-Tregoe Advanced Analytical Troubleshooting . Introduction to

Customer Service

TELKOM S.A. (Formerly Dept. of Post and Telecommunications)

. SIEMENS EWSD System . SIEMENS 113A/C Switching Processor . SIEMENS Mk3

Rectifiers

. P.C.M. (Pulse Code Modulation) . SS7 Signalling . MS-DOS Introduction &

Advanced

. Microsoft Office . Logic Techniques . UNIX Introductory . First

Aid & CPR . PABX

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