Lavon, Texas, United States
Extensive technical experience with 20+ years in the telecommunications industry, focusing on global product software support. Experience includes employment with major global corporations, such as Genpact/CDK Global, Ribbon Communications, Genband, BroadSoft/Cisco Systems, and Nortel Networks, in customer issue reproduction and resolution via software patches, customer service request management, existing tool enhancement, new tool development, rotating on-call duties, and new-hire mentoring. I am a highly motivated individual with a specialty in problem-solving and software debugging.
I worked as a Principal Consultant for the IP Networked Solution (IPNS) which uses Cisco BroadWorks to provide Cloud-based Calling and Collaboration Services to thousands of automotive dealerships. I monitored and maintained the BroadWorks VoIP solution and the Oracle SBCs. Please see attached resume for full job description.
I worked as a Tier3 Support Engineer handling escalations from Tier1/2 agents, managing cases using SalesForce, and engaging with engineering to investigate and solve customer field issues. I gathered logs, debug data, and any other info requested by engineering, documented the issue in an internal Jira ticket, assisted with reproducing the issue in a lab environment, and tracked the Jira ticket until a resolution was reached. Please see attached resume for full job description.
Working as a Network Engineer for Lab Operations. Participated in a lab consolidation move to the new corporate headquarters in Plano TX with equipment coming from smaller satellite locations.
I delivered Tier3 support services as a software patch developer to diagnose and repair complex technical issues for the BroadWorks unified communications software platform. I worked issues escalated by Tier1/Tier2 support groups and used a lab environment to reproduce, debug, and ultimately produce a software solution.
Senior Software Engineer - Tier3 Product Support I delivered Tier3 support services as a software patch developer to diagnose and repair complex technical issues for the SanteraOne soft switch Media Gateway Controller and Media Gateway. I worked issues escalated by Tier1/Tier2 support groups and used a lab environment to reproduce, debug, and ultimately produce a software solution.