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.
· 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
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