Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
Analytical, dependable and solutions-driven professional with 10 years of experience, with a proven track record as a Tier-1 customer account engineer providing exemplary technical support. Ability to implement creative solutions to complex issues and resolve customer escalations. Strong working knowledge of various technologies and protocols as well as enterprise and service provider IP communications architectures.
Core Qualifications
10 years professional experience in Technical Services
Excellent problem solving skills
Strategic customer account team leader
Technical escalations
Customer management
Self-starter
Team mentoring
Professional Experience
Senior Product Support Engineer, 05/2014 - Current Ibm Corporation – Manassas, VA,
Team lead for the North east region to help manage and assess customer needs and concerns and to ensure total customer satisfaction.
Pro-actively identify, troubleshoot and resolve application and platform related issues reported in the field and traffic migrations.
Create preventative reports identifying trends and chronic issues.
Analyze network performance through trend analysis and reports and develop and implement appropriate corrective actions.
Collaborate with development team in data collection, root cause analysis, tracking progress and prioritizing bug reports.
Advise on upgrades for 3rd party vendor network elements to ensure network integrity.
Lead ,travel and represent support team in ATP (Acceptance Test Plan) sessions at various Verizon distros for the FOA.
Develop configuration,upgrade and resolution procedures required to meet company specific network availability goals and objectives.
Principal Technical Support Engineer, 06/2008 - 05/2014 Pega (Pegasystems Inc.) – Bethesda, MD,
Team leader for strategic customer accounts of AT&T and T-Mobile with demonstrated ability to build strong working relationships with the client.
Resolved customer escalations by managing multiple critical projects concurrently, under aggressive time frames.
Pro-actively identified and troubleshoot complex, potentially service impacting issues which require broad and/or deep level of advanced technical knowledge and expertise.
Planned and executed phased software/hardware migrations, deployed in a high availability environment of critical and high visibility customer accounts.
Mentored the support team in India with in-person training, course curriculum design, lab instructions, sharing knowledge and initiating brainstorming sessions on complex issues.
Developed expertise on all technical components of Acme Packet products, architectures and configurations.
Assessed and analyzed product performance by lab testing on various test cases which are replica of customer traffic.
Gained understanding of integration components of 3rd party products with Acme Packet's, which encompass a whole solution architecture.
Effectively collected, categorized, prioritized and communicated product enhancement requests to the development and product management teams based on findings that result from customer and partner interactions.
Represented as a primary interface between support, engineering, sales and manufacturing teams.
Created BCP and MOP documents for different product configurations and software/hardware upgrades.
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