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Systems Support Analyst Resume Example

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SYSTEMS SUPPORT ANALYST
Accomplishments
  • Certifications:.
Professional Summary
Skills
Certifications
Comp TIA A+, Comp TIA Network+; JDSU BERT Testing; Ericsson LTE BTS, Dell Certified Systems Expert; Dell Wireless Networking; Installation Certified (ATT TP76300), CPR, IBWAVE (wireless system design), Ion-B, CAPM (candidate), CTP (Convergence Technologies Professional)
Work History
Systems Support Analyst, 09/2016 to Current
Compucom (@GE Digital) – Milwaukee, WI
  • Perform analysis of network KPI's, troubleshoot issues, and be involved hands-on with day-to-day performance management / optimization functions for assigned markets.
  • Perform parameter audits, datafill parameters, conduct, pre-post analysis, and prepare performance reports.
  • Analyze drive test data and propose software and hardware recommendations to optimize and improve network performance.
  • Proactively look for areas to improve LTE network performance and to meet network KPIs.
  • Monitor and trend network statistics, troubleshoot issue sites and resolve capacity issues.
  • Identify and resolve data performance issues - e.g.
  • outage, latency, throughput, failed connection attempts, and drop connections.
  • Work with RF Integration and technical support teams to resolve any hardware/technical issues and implement changes.
  • Perform RF optimization/performance activities per project plan and in project manager's guidance.
  • Support and direct all Moves/Adds/ Changes [MACs] in data center.
  • Hardware/Software MACs including network cabling, routing, labeling.
  • Manage necessary cross connects with multiple panel patching.
  • Asset management, auditing, workflow ticket tracking.
  • Maintain detailed and thorough documentation and record keeping.
  • Maintain site security protocols and data protection procedures (disk wipes, data encryption, etc).
  • Access and manage varying server, and other network equipment (Cisco, HPE, F5s, Suns, Oracle, Hitachi, etc).
  • Provide multiple customer assistance as required for meeting specified SLA response/fix times.
  • Support and execute GE's Lean Six Sigma Methodologies Verizon Wireless, South Region.

voLTE Field Test/IBS/DAS Engineer consultant, 04/2015 to 06/2016
  • Test accuracy of E911 services to/from PSAPs in various counties in south region on voLTE.
  • Utilize Geoplan.
  • Responsible for partial design and implementation of distributive antenna systems (DAS) in various building types.
  • Serve as E911 DAS/In-building/Small Cell tester/troubleshooter for all S.E.
  • markets (iDAS).
  • Manage reports for 3-4 Test Engineers weekly T-Mobile, Frisco, TX (consultant - Gcorp International - remote-in).
Project Manager, 07/2014 to 02/2015
  • Report E911/TDOA activities and engineers to TMO South Region Director.
  • Participate in planning for all e911 testing activities for TMO Southeast Region.
  • Funnel FCC compliance and technical requirement data into functional tasks for MOP.
  • Build, revise and distribute all e911 test plans and procedures/MOPs.
  • Manage Vendor/Nokia relations on new equipment roll-out.
  • Monitor engineers' performance in TDOA WAR ROOM scenario.
  • Perform daily/weekly/monthly audits of workload allocating resources where needed.
consultant - remote RF Engineer II - E911/TDOA Support Engineer consultant, 08/2013 to 07/2014
T-Mobile – Frisco, TX
  • Support E911/TDOA activities of South Regional War Room.
  • Administer database and maintain system KPI levels considering adds, moves, and modifications.
  • Support the GSM/UMTS modernization deployment activities by ensuring minimal impact on existing network.
  • Perform testing on fiber optics on new nodes.
  • Monitor site performance and troubleshooting issues with the field teams.
Pre Post RF Engineer IV consultant, 06/2013 to 08/2013
Ericsson – Plano, TX
  • Perform analysis of network KPI's, troubleshoot issues, and be involved hands-on with day-to-day performance management/optimization functions for assigned markets.
  • Configure systems and add new equipment to the networks, turn on, integrate and optimize new cellular sites.
  • Perform parameter audits, datafill parameters, conduct, pre-post analysis, and prepare performance reports.
  • Analyze drive test data and propose software and hardware recommendations to optimize and improve network performance.
  • Proactively look for areas to improve LTE network performance and to meet network KPIs.
  • Monitor and trend network statistics, troubleshoot issue sites and resolve capacity issues.
  • Identify and resolve data performance issues, e.g.
  • outage, latency, throughput, failed connection attempts, and drop connections.
  • Work with RF Integration and technical support teams to resolve any hardware/technical issues and implement changes.
  • Implementation of new features, tuning LTE radio network parameters, and perform Multi-Layer (carrier) management.
RF Engineer III consultant, 04/2013 to 06/2013
Samsung Telecommunications of America – Milwaukee, WI
  • In conjunction with the Sprint Network Vision (Modernization) Project.
  • Review construction close-out packages and sweep tests.
  • Review ATP and CTTP tests on new sites, verifying power levels, VSWR, and cell functionality.
  • Manage sites within specific clusters as they are migrated into commercial network.
  • Establish IVHHO boarders between Samsung and existing ALU sites.
  • Coordinate with Ericsson and Samsung National RF teams to achieve market goals.
  • Optimize clusters to meet market goals (i.e.
  • Neighbor lists, inter-carrier handoffs, etc.).
  • Review Site Audits/Survey before handoff to Ericsson/Sprint.
  • Form alliances with other engineers in Samsung and Ericsson to meet overall market goals.
RF Engineer consultant, 06/2011 to 04/2013
MetroPCS – Tampa Irvine, FL CA
  • Assist with Optimization and Integration of new CDMA, LTE, and EVDO sites.
  • Perform Steering and Tilt changes to sites containing Amphenol, KMW, and Andrew antennas.
  • Connect and Interface with devices and add scripts; if faulty, perform diag tests and escalate.
  • Review sweep tests and MW configuration packages.
  • RF Integrate new LTE, EVDO, & CDMA sites into the network to test functionality and alarms.
  • Assist in finding rogue neighbors and submit proposals of neighbor lists fixes.
  • Identify and drive TAC boundaries after changes performed.
  • Monitor noise increase, perform Upload freq PIM test, and locate possible external interference.
  • Verify new PN lists for sector/site adds and resolve PN conflicts.
  • Perform CW test for proposed site locations.
  • Report survey and audit sites after Construction and Tower crew finished new construction.
  • Perform PIM tests and Return Loss tests for LTE.
  • Drive Test new sites (via TEMS and Andrew scanner) for handovers, handoffs, signal strength, Throughput, E-911 and basic call functions.
  • Post-process site drives (Windcatcher Plus).
  • Investigate, resolve, and track trouble tickets.
  • Oversee and assist in design and implementation of distributive antenna systems (DAS) and IBS.
  • Walk test" Multiple venues and areas in Southern California and Tampa (neutral host and single carrier systems) for DAS.
  • Oversee the installation and commissioning of Santa Barbara node installation.
  • Communicate progress with MPCS stakeholders and serve as liaison to installation contractors.
  • Assist in optimizing and monitoring (equipment and quality KPIs) DAS system post-install in Santa Barbara (72 nodes).
RF Field Engineer consultant, 11/2010 to 03/2011
Rizzo Consulting, INC
  • Conduct Site Survey Walks to obtain data on locations where DAS or BDA system is to be installed (Equipment used: Anritsu, Data Pro, Agilent 15.1, etc.).
  • Support Wireless System Design by building walls in IBWAVE via CAD files.
  • Post-process walk data and troubleshoot present issues in "on air" systems.
  • Create rough draft plumbing diagrams of proposed in-building systems.
  • During site surveys, notate the cable runs and conduct preliminary link budget analyst.
RF Engineer consultant, 09/2009 to 11/2010
Clearwire – Chicago, IL
  • Commission and integrate new Motorola WIMAX BCU/BCU2 sites for commercial operation.
  • Validate site functionality while verifying RFDS using WITT, DAPSat and Kannon,.
  • Assist in Troubleshooting by testing Microwave/ Fiber/ T1 backhaul connectivity at BTS.
  • Conduct in-building, vendor, and event RF testing and determine if WISP Antenna is needed.
  • Perform Site Visits, Audits and ATP (All Test Pass - site acceptance).
  • Test new WIMAX device modems and report findings.
  • Create and modify ATP scripts and procedures for all ATP performing associates to accommodate multiple carrier adds.
MPS Project Lead/PC Technician consultant, 05/2009 to 08/2009
Dell – Milwaukee, WI
  • Install and locate new PCs for all Milwaukee Public Schools.
  • Lead a team of 6-10 through installation process and hand-off to school official.
  • Implement new wired and wireless LAN design plan.
  • Integrate "mobility plan" which allows wireless devices access to different levels of security.
  • Track performance and completion count of techs.
  • Repair and order parts for DOA equipment.
  • Network PCs to school district and troubleshoot domain issues.
RF Engineer consultant, 11/2008 to 03/2009
Cricket Communications – Philadelphia, PA
  • Lead a team to integrate and optimize 550+ sites (largest Cricket footprint in US).
  • Perform detailed site functionality tests (w/Agilent 12.1) and prepare for site integration.
  • Support the optimization of AWS (2.1 GHz) CDMA 1xRTT and EVDO system.
RF Engineer I/II consultant, 12/2006 to 12/2007
Sprint-Nextel – Milwaukee Chicago Houston, VA WI IL TX
08/2008 to 11/2008
Global Wireless Solutions – Chantilly, VA
  • Support the design, capacity, and optimization of CDMA 1xRTT and EVDO system.
  • Participate in link budget analysis and site area traffic capacity issues for EVDO.
  • Plan and optimize system EVDO parameters (search windows, pilot power, etc.).
  • Handle customer tickets and use to pro-actively resolve network issues.
  • Create comparison plots of EVDO Rev A system drives vs model (WindCatcher & PlanetEV).
  • Perform optimization drives to collect system stats (Agilent 11.3/ Blue Rose/ Invex 3G).
  • Collect coverage data at multiple airports/office buildings for in-building system verification.
RF Eng. - Associate Manager, 06/2008 to 08/2008
CDMA/UMTS/GSM
  • Train RF Engineers in Nationwide Benchmarking Project.
  • Troubleshoot equipment (Comarco Symphony) including device (phone) issues and concerns.
  • Perform routine tests and operability status of test call servers.
  • Plan and reorganize scheduling conflicts of system drives.
Program Manager consultant, 01/2008 to 06/2008
AT&T Mobility – Cerritos, CA
  • Support the West Region for E911 Projects on design, development and optimization.
  • Track and locate problematic areas with high trouble ticket volume and escalate if needed.
  • Perform modeling and prediction analysis; Assist with SCOUT re-configurations as needed.
RF System Performance Engineer consultant, 08/2004 to 10/2005
Motorola, Multiple U.S. Markets
10/2006 to 12/2006
  • Assist in strategic planning for the roll-out of Alltel's 25 market system upgrades (1xRTT & EVDO RevA).
  • Lead a group of Data Collection engineers through training & supported on multiple projects.
  • Test the present system of the customer, upgrade it, and compare to the former system.
  • Track improvement, using Key Performance Indicators (KPI's).
Associate RF Engineer consultant, 10/2005 to 12/2005
Cingular Wireless Ericsson – Chicago, IL
  • Assist in strategic testing for initial launch of Cingular's UMTS network, named GoNoGo.
  • Lead several pairs of Data Collection engineers through training in Plano of Agilent 9.0.
  • Side-by-Side drives of GSM and UMTS network comparison.
  • Track KPI's extracted from Ericsson's UMTS RNC and GSM RBS True Position, Inc., Multiple U.S.
  • Markets.
Field Test/Scout Engineer (consultant) GSM/UMTS, 01/2006 to 10/2006
  • Prepare Wireless Location System (WLS) from deployment to customer handoff.
  • Participate in the development of detailed test procedures for Wireless Location System (E-911).
  • Execute step by step test procedures and develop test scripts and backup system everyday.
  • Maintain Scout Database; test connection for LMUs from switch to BTS.
  • Perform daily and weekly sanity tests and system health checks.
  • Connect WLS to Ericsson RBS/Nokia; Use InSite for site data verification.
  • Re-design switch equipment wiring diagrams (using Visio) to overcome building obstacles.
  • Identify and document encountered problems with SS7 links and generated test reports.
  • Direct Field Techs and Drive Testers on all associated tasks and provided status reports.
Field Testing Lead consultant, 02/2004 to 08/2004
AT&T Wireless
  • Conducted E911 sector and system testing (TEMS) for the customer in multiple U.S.
  • markets.
  • Reported daily statistics in spreadsheet form to Field Supervisors and Project Managers.
  • Field Test GSM/UMTS TDOA and AGPS with QXDM and 800/1900MHz terminal handsets.
  • Perform Site Surveys/Audits post-install of carrier-adds and LMU installs.
PC/Data/Broadband Technician II, 05/2002 to 02/2004
Time Warner Cable – Greenfield, WI
  • Install and locate high-speed data and setup WI-FI (2.5 GHz) service from tap to house.
  • Ensure customer satisfaction with propagation of signal and setup of WPA and DHCP.
  • Quality check (QC) the installs and repairs of trainee techs and contractors.
  • Develop solutions to problems involving few concrete variables in standardized situations.
  • Install data services (wired and wireless) and WAN/LANs for TWC Business Class customers.
Optimization Specialist consultant, 11/2000 to 02/2002
Lucent Technologies – Charlotte Hickory Columbus Macon Lansing, NC GA MI
  • Assist with build-out of CDMA PCS-band systems in the above markets for the customer.
  • Collect and process data (LDAT) in Charlotte, NC (107 sites) and Hickory, NC (15 sites).
  • Communicate daily/weekly with customers regarding the status of daily operation.
  • Configure drive test equipment (CAIT/Agilent) for use by future drive teams.
Capital Analyst, 04/1998 to 11/1999
First Union Bank – Charlotte, NC
  • Worked in Procurement Department for the Pager Conversion Team.
  • Central POC for FUNB coast-to-coast to exchange corporate pagers for corporate cell phones.
  • Prepared Construction Loans and Cost Replacement Indexes for Affordable Housing Group.
RF/Wireless Engineering Consultant, 08/2013 to 02/2016
GCorp International – Frisco, TX
  • Increased credibility and client awareness by developing technical/non-technical marketing collateral and presentations, public relations campaigns, articles and newsletters.
  • Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic, and sales.
  • Managed team of three direct reports responsible for on-going product optimization, account management and ad placement on company website.
  • Reviewed files, records and other documents to obtain information and respond to requests.

Education
2018
QUALITY MANAGEMENT -
Lean Enterprise Certification - 2/17: Waukesha County Technical College - Pewaukee, WI
4.0
Healthcare Lean/Sigma Certification (in progress) *PMI's Certified:
Associate: Project Management, 6/17
Davidson College - Davidson, North Carolina
Project Management Davidson Scholar and Bonner Scholar Award Recipient (full tuition awards
Emerging Leaders Program (1998) - Refinement course of Davidson's finest leaders:
Languages
English, German, Chinese (Mandarin)
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Resume Overview

Companies Worked For:

  • Compucom (@GE Digital)
  • T-Mobile
  • Ericsson
  • Samsung Telecommunications of America
  • MetroPCS
  • Rizzo Consulting, INC
  • Clearwire
  • Dell
  • Cricket Communications
  • Sprint-Nextel
  • Global Wireless Solutions
  • CDMA/UMTS/GSM
  • AT&T Mobility
  • Motorola, Multiple U.S. Markets
  • Cingular Wireless Ericsson
  • AT&T Wireless
  • Time Warner Cable
  • Lucent Technologies
  • First Union Bank
  • GCorp International

School Attended

  • QUALITY MANAGEMENT
  • Waukesha County Technical College
  • Davidson College

Job Titles Held:

  • Systems Support Analyst
  • voLTE Field Test/IBS/DAS Engineer consultant
  • Project Manager
  • consultant - remote RF Engineer II - E911/TDOA Support Engineer consultant
  • Pre Post RF Engineer IV consultant
  • RF Engineer III consultant
  • RF Engineer consultant
  • RF Field Engineer consultant
  • MPS Project Lead/PC Technician consultant
  • RF Engineer I/II consultant
  • RF Eng. - Associate Manager
  • Program Manager consultant
  • RF System Performance Engineer consultant
  • Associate RF Engineer consultant
  • Field Test/Scout Engineer (consultant) GSM/UMTS
  • Field Testing Lead consultant
  • PC/Data/Broadband Technician II
  • Optimization Specialist consultant
  • Capital Analyst
  • RF/Wireless Engineering Consultant

Degrees

  • 2018
    Lean Enterprise Certification - 2/17 :
    Healthcare Lean/Sigma Certification (in progress) *PMI's Certified :
    Associate : Project Management , 6/17
    Emerging Leaders Program (1998) - Refinement course of Davidson's finest leaders :

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