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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary
  • Technical Leader for Cisco SON(Self Optimizing Networks) product with 10 years of experience in a customer facing role supporting and driving software solutions to all major Service Providers around the world such as AT&T, Verizon and Vodafone etc.
  • Extensive industry knowledge of full stack software solutions with service provider mobile networks and certifications from VMware, RedHat and Cisco in Linux, Database, Networking, Data Center, Cloud and Virtualization technologies.
  • 3 years of pre-sales and service operation optimization experience with Tier-1 Service Provider customers in supporting POCs, driving new software release and product feature adoption as well as technical consulting services.
Skills

· Programming Languages: C, C++, Java, SQL, Python

· Scripting Languages: Shell, Perl, Java Script, MS-DOS Batch, AWK, VB, VBA

· Web Languages: HTML, XML, CSS

· Databases: MongoDB, MySql, Maria DB, MS SQL server, Oracle

· Operating Systems: RHEL, Debian, Ubuntu, Windows 7/10, OSX, MS-DOS, Ericsson AXE

· Networks: ATM, TCP/IP, GSM/CDMA/WCDMA/LTE/5G

· Cloud: Openstack, Docker Container and Kubernetes/K8s

Experience
Technical Consulting Engineer - Team Leader, 01/2018 - Current
Digital Guardian CO, State,
  • Collaborated with Product Manager and Account team in product roadmap and enhancement design in reaction to the field issues; finalized 10+ feature request POs (Purchase Order) across 3 accounts.
  • Participated in SON solution POC (Proof of Concept) to facilitate environment setup and cluster provisioning; accelerated the final sales and service offer for $3M dollars.
  • Gathered customer feedback in Day 2 operation challenges and worked with Training department to provide IT trainings to technical teams within customer organization.
  • Developed and scoped tiered service offers along with Business Development Manager and account manager to diversify our sales offer.
  • Conducted 30+ technical presentations around new product solutions, operation best practices to 500+ audience internally and externally in format such as telepresence, on-site and Cisco Live.
  • Drove temporary workaround and long-term resolutions of severe product defects in AT&T CAP (Customer Assurance Program) along with product manager and engineering R&D team; succeeded in closing CAP and resuming new release rollout within 2 months.
Senior Customer Support Engineer, 10/2013 - 12/2017
Cisco Systems Inc City, STATE,
  • Led the Tier 2 support team Cisco SON 3G/4G/5G deployment and handled thousands of Service Requests from Service Providers such as AT&T, Verizon and Sprint etc.
  • Managed escalations for complex customer issues related to software application, database, infrastructure, platform and underlying OS etc.
  • Maintained solid long-term relationship with customer contacts; rated a high NPS (Net Promoter Score) of 97% in average.
  • Automated support and report for customers with Python and Shell scripts; achieved 30% reduction in Service Request volumes and thousands of man hour savings.
  • Mentored new engineers and published more than 20 technical documentations for external and internal use in product wiki page and knowledge base; received 100+ kudos and 10,000+ views.
  • Established and maintained virtual labs for SON via VMware vSphere client and automated re- create process in python for production environment; saving 50% of the lab-recreate time.
Software Service Engineer, 07/2010 - 10/2013
Ericsson Inc City, STATE,
  • Subject Matter Expert) in RAN(Radio Access Network) product configuration and troubleshooting for GSM, WCDMA and LTE nodes under Ericsson OSS(UNIX) and other platforms.
  • Automated operational process including data collecting, analyzing, configuration scripts generation and deliverable QA, resulting in up to 40% average man hour cost reduction as well as significant improved service quality.
  • Supported NPI(New Product Introduction), lab and FOA(First Office Application) projects in terms of script testing and node integrations.
  • Designed transport network (ATM/Dual Stack/IP) and prepared configuration scripts for over 10,000 live customer nodes(RBS/RNC/MSC/SGSN/MME etc.), including new integrations, network expansions and feature enhancements.
  • Created technical documents (MOP, Job Aids etc.), mentored new engineers and conducted periodic knowledge sharing session with the team across the globe.
Education and Training
Master of Science: Computer Engineering, Expected in 05/2010
-
The University of Texas At Dallas - Richardson, TX
GPA:
Bachelor of Science: Automation, Expected in 06/2008
-
Huazhong University of Science & Technology - China,
GPA:
Activities and Honors
Certifications
  • CCIE - Data Center Written
  • CCNP - Data Center
  • CCNA - Wireless
  • RedHat Certified Engineer
  • VMware Certified Professional 6 - Data Center Virtualization
  • Mongo DB administrator
  • Ericsson certified IP essential expert
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    School Attended

    • The University of Texas At Dallas
    • Huazhong University of Science & Technology

    Job Titles Held:

    • Technical Consulting Engineer - Team Leader
    • Senior Customer Support Engineer
    • Software Service Engineer

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    • Bachelor of Science

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