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- 7549 Circle Dr. Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * email@example.com
Engineering Manager (Telecommunications)
Highly self-motivated and results-driven telecommunications engineer and management professional with more than 14 years providing high-performance systems engineering, user/customer service, project management, and technical support in the telecommunications industry.
Detail-oriented without losing sight of the big picture, analytical and methodical with critical thinking to strategize solutions in addressing work issues even under stressful work conditions.
Well-organized with multitasking and prioritization skills that optimize resources to achieve outstanding results.
Decisive leadership, strong people management, and exceptional interpersonal communication skills that inspire confidence while forging teamwork synergies with colleagues and subordinates across diverse ethnicities.
Strategic Telecommunications Business Planning & Execution
Customer Service Management
Technical Service Support Administration
Wired/Wireless Data Networking Solutions Management
Total Quality Management
Continuous Quality Improvement
Relationship Management (Customers, Stakeholders, Public, Government & Suppliers)
Vendor Negotiations & Diplomacy
Policies & Regulatory Compliance
Multiple Concurrent Project Management
Systems/Business Needs Analysis
Project Budget Management
Project Life Cycle Management
Systems Install, Divestment, Configuration, Conversion, Migration & Integration
Project Performance Review
Staff Supervision & Training
Technical Records & Document Management
OS & Network Platforms: Unix/Linux, Windows 8/7/98/95/NT /2000, EVDO, 3G, 2G, Push to Talk, Blackberry, Wireless Sync, MMS, SMS, Mobile Web, MOD, VOD, TAP, WIG/SMPP gateway
Database: Oracle, MySQL
Programming: Unix shell scripting, Pearl, C++, Java scripts, and data manipulation.
GSM Network: ISUP, MAP, BSSMAP/DTAP, SMS, GSM/UTRAN network architecture, 3GPP
Networking: TCP/IP, IPX/SPX
Hardware Support: Lucent, Motorola, Cisco and Nortel network equipment (I.e. HLR s, PDSN, RNC, PCF, BTS, BSC, AAA, LDAP, STP, Routers, Gateways and Packet Switches.
Internet Technologies: WAP 1.0, WAP 2.0, Surepay 1x data, VCAST Video On Demand and VCAST Music On Demand
Contributed to the launch of RCS "Rich Communication Suite", assisting in testing and supporting this new product.
Served as operations lead in launching new SMSC, MMS, MIG, Push to Talk & FOTA technologies with MetroPCS.
Served as operations lead for CDMA Messaging platform migration with merger of T-Mobile which includes migrating 9 million MetroPCS subscribers onto T-Mobile HSPA/LTE Network.
T-Mobile Inc /MetroPCS. Frisco, XXXXXX
Customer Service & Technical Solutions Management:
Review design and maintenance solutions in collaboration with vendor, recommending options to improve customer experience or long-term operational efficiencies.
Designated as Subject Matter Expert in multiple disciplines for Tier 2 technical support, engineering, and specific data and SMS related applications, providing advanced level diagnostics customer issues.
Escalate customer issues outside of authority or competence to higher management for timely resolution.
Provide 24/7 supervision and technical operations support in messaging platforms (i.e. Short Message Service Center, Multimedia Message Service Center, SMS over Wi-Fi, Firmware Over the Air, Over the Air Activation, Mobile Instant Messaging, Mobile Internet Gateway and Rich Communication Services).
Support shift rotation for 24-hour technical support and customer service.
Provide technical documentation for supported platforms and management reports that include metrics and KPI's.
- 7549 Circle Dr. Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * firstname.lastname@example.org
Professional Experience (continued)
Ensure adherence to all company policies and procedures in Network Operating Center (NOC) Management, as well as industry standards and regulations. Ensure NOC objectives and standards are met.
Relationship Management (Vendors):
Collaborate with vendors and internal teams to resolve operational issues on platforms and service while providing RCA's for issues affecting customers.
Provide technical leadership in vendor management, sales support, resolution of network outages, and initiatives in improving KPIs and platform uptime.
Develop and conduct training programs and documentation on new operation, maintenance and troubleshooting procedures.
Mentor and coach new hires and direct reports on technical matters, responsibly in delivering work excellence, and in promoting teamwork. Assist HR in recommending staff for recognition, job progression and promotion.
Verizon Wireless Southlake, XXXXXX
Network Management Support:
Provided network and technical support in mobile and desktop computing solutions in wireless network environments. Managed FireSats providing updates to management and support organizations on network status and progress in issue resolution
Assisted with single and multi-customer issues and network outages, serving as Subject Matter Expert for several Internet technologies.
System Issue Resolution:
Conducted network traces and harnessed network tools to resolve network, EDN and WDN related issues.
Organized and attended conference calls and regular meetings with internal VZW depts. and vendors for addressing open customer issues, RCA s, MOP s and resolutions.
Addressed open trouble tickets on Remedy User Call Tracking Problem/Solutions and escalated issues to various depts. with VZW seeking resolution.
Staff Development & Technical Administration:
Provided full data training and exams to new hires on Circuit Switched Data, 3G, & EVDO.
Performed technical documentation on troubleshooting guides while providing reports with metrics and measurements to management and staff.
WoodHull Memorial Hospital Brooklyn, NY
Provided Tier 1 & 2 technical support consisting of 50% desktop and 50% helpdesk support to 1500 + users utilizing
Windows 95/98/NT /2000, Novell Netware 5.0 Outlook 2000 and GroupWise
Created trouble tickets onto McAfee's Help Desk Pro Call Tracking Problems/Solutions Software, escalating issues to the Senior Engineer.
Installed, configured and maintained Compaq desktops and laptops as well as OS and application installation and configuration.
Diagnosed and documented Networking issues, administered user access rights, emails, system security, and assisted in completing IT projects.
Education & Credentials
B.S. in Computer Science, Minor in Business Administration, RUTGERS UNIVERSITY Newark, NJ (1997)
Diploma, IT Help Desk/Networking, THE CHUBB INSTITUTE (2000)
Professional Training & Certifications
A+ Certification Network + Certification
Cisco CCNA SQL Plus BIG IP F5 Load Balancer Linux Red Hat Enterprise SIP Messaging 4G LTE
Awards & Recognition
MetroPCS MVP Award (2009)
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