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Senior Technical Support Engineer Resume Example

Resume Score: 80%

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SENIOR TECHNICAL SUPPORT ENGINEER
Summary
Seasoned Senior Emergency Recovery professional with over 17 years of experience in installation, configuration, support, administration, integration and troubleshooting of various voice and data technologies supporting enterprise environments. These include proficiency in voice, routing, switching, security, wireless and datacenter technologies.
Technical Skills
SkillsProficiencyTotal YearsLast Used
Avaya Aura AESExpert52017
Avaya Aura SM AdministrationExpert22017
Avaya Aura System PlatformExpert52017
Avaya Aura CMStrong52017
Verint, Genesys IVR / CTI configuration and troubleshootingStrong52017
VMware vSphere, ESXi and vCenter: Install, Configure, Manage, troubleshootExpert52017
Windows Server 2012 R2 Active DirectoryExpert102017
LinuxExpert102017
Routing/Switching - Avaya, Nortel, CiscoExpert152017
Project ManagementExpert172017
Wireshark Packet AnalyzerIntermediate102017
Lean Six Sigma - Green BeltExpert52010
Core Strengths

Superior outage recovery management 

Expert in remote support access 

VoIP troubleshooting expert 

Unified Converged Voice expert​

Expert in data troubleshooting skills

Vast Telecommunications knowledge

Strong solution solving abilities

Conflict resolution proficiency

High customer service standards

Excellent customer service satisfaction

Professional History
10/2009 - Current
Avaya - Raleigh, NCSenior Technical Support Engineer

Key team member of Emergency Recovery providing Global Emergency Restoral of Service on all Avaya data and voice products within SLA requirements.

Responsible for providing remote post-sales support utilizing telephone and remote diagnostic capabilities.

Provide post outage root cause analysis and generation of post outage sales to increase company revenue.

Support end-user installations, configurations, upgrades and migrations through problem isolation, verification, resolution and documentation.

Assisted with the development of the call center's operations, quality and training processes.

Continued training on Unified Voice solutions, VMware solutions, Linux and all Data technologies.​

08/2003 - 10/2009
Nortel Networks - Raleigh, NCSenior ER Data Engineer

Provided Emergency Restoral of Service on Nortel Core Data and Wireless products for the Emergency Recovery team.

Provided technical guidance and mentoring to other ER engineers.

Fostered teamwork within ER on ERS8600, SGSN, MGW and GGSN.

Advanced product knowledge in Passport, Wireless and Succession products.

06/2000 - 08/2003
Nortel Networks - Raleigh, NCSenior Network Engineer
Network Software Services;

Fully involved in the consolidation of Network Engineering's Network Specification Books into CSQ (Customer Solutions Questionnaire). This project improved processes in several key internal engineering teams resulting in greatly increased profitability.

Worked with Network Software Service and Network Engineering to revise and produce new and existing network services.

Network Engineering;

Key Data Network Engineer team member responsible for the circuit to packet network design for a major telco carrier.

Ensured successful network implementations for global carriers.

Interacted closely with customers, program managers, and the account prime while collaborating with all site team members.

Education and Training
Bryant & Stratton College - Milwaukee, WI, USAssociate of Science: Electrical Engineering
Training and Awards

Green Belt - Lean Six Sigma

VMware vSphere, ESXi and vCenter: Install, Configure, Manage and Troubleshooting

Avaya Aura System Manager Administration

Avaya Aura Session Manager and System Manager Fundamentals

Avaya Aura Application Enablement Services (AES) Implementation and Troubleshooting

Migrating and Upgrading to Avaya Aura 7.0

Avaya Wireless LAN 8100 Implementation and Management

Avaya Virtual Services Platform 9000 Installation and Configuration

VSP 9000 Advanced Maintenance and Troubleshooting

TSIA STAR Award for Services Excellence 2014

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Resume Overview

Companies Worked For:

  • Avaya
  • Nortel Networks

School Attended

  • Bryant & Stratton College

Job Titles Held:

  • Senior Technical Support Engineer
  • Senior ER Data Engineer
  • Senior Network Engineer

Degrees

  • Associate of Science : Electrical Engineering

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