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Yyyyyy x. yyyyyy

- 7549 Circle Dr. Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Engineering Manager (Telecommunications)


Qualifications Profile


    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.


Key Expertise

    Strategic Telecommunications Business Planning & Execution

    Customer Service Management

    Technical Service Support Administration

    Wired/Wireless Data Networking Solutions Management

    Hardware/Software Solutions

    Total Quality Management

    Process/Workflow Improvement

    Continuous Quality Improvement

    Relationship Management (Customers, Stakeholders, Public, Government & Suppliers)

    Vendor Negotiations & Diplomacy

    RPI/RFP/RFQ Management

    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


Career Highlights


    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.


Professional Experience


T-Mobile Inc /MetroPCS. Ÿ Frisco, XXXXXX

Senior Systems Engineer III, Technical Support for Tier 2 Converged Messaging Apr 2007 Present

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.

Technical Support:

    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.



Yyyyyy x. yyyyyy

- 7549 Circle Dr. Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Professional Experience (continued)


Compliance Management:

    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.

Staff Development:

    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 Ÿ Southlake, XXXXXX

NRB Senior Lead Technician May 2002 Apr 2007

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

Customer Service:

    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 Ÿ Brooklyn, NY

Desktop Support Technician Jan Mar 2002

    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 Ÿ 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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