Software Support Engineer resume examples

Served as a Customer Support Engineer for the TAC Telepresence Team to support on-premise products and related technologies; including but not limited to TMS, TMSXE, TMSPE, MRA, Conductor, Cisco Meeting Server, TPS, Expressway, Endpoints, CUCM, IM&P, Jabber, Windows, SQL, TCS, and MCU.

• Filed defects and documentation enhancements to improve product serviceability.
• Worked closely with peers to maintain, write and teach others automation methods using Python to drive problem detection and correction for faster resolutions. Maintained a Weekly call with other TAC regions to discuss efforts with regards to TMS Automation.
• Served as the TAC EPiC Champion to drive focus and adoption on proactive problem detection and correction beyond the Customers original reported issue.
• Wrote and reviewed Techzone articles for internal and public availability.
• Served as one of the local team escalation points for issues related to TMS, TMSXE and MRA.

24/7/365 technical and operational support to DISA and its supported end users; Supporting both training and real world tactical missions worldwide.

• Performed network configurations, system monitoring, remote satellite terminal activation and network problem resolution.
• Worked with Remedy, SolarWinds Orion Network Monitoring System (NMS), VX Builder, VX Watch, Viasat VINE Manager, iBuilder, iMonitor, and iSite.
• Configured various devices including; Satellite Modems (iDirect, Linkway, Advantech), Cisco Switches and Routers, CUCM, Analog VX900, Encryptors, Firewalls (ASA and Sidewinder), frequency converters, and other equipment IAW with established parameters, TTPs, and SOPs.
• Configurations and troubleshooting included but not limited to: BGP, RIP, Static routing, VLANs, ACLs, Prefix lists, multicast, VPN tunnels, VOIP and SVoIP, NAT, IGMP and ICT.
• Remotely Activate and Deactivate Missions into the IP/SATCOM networks and assist users with troubleshooting SATCOM and IP network problems within Contract ALPs.
• Coordinate with external offices and agencies; DISA CONEX Branch, network users, MILSATCOM and Commercial SATCOM vendor NOCs, DISA IP NOCs, and other communications planners, managers and operators.
• Analyze Satellite and Gateway Authorization Requests, Telecommunication Service Orders and Transmission Plans to determine configuration requirements.

Supported a large Global based Enterprise that comprised of 60 CUCM Clusters to troubleshoot and provide solutions to break/fix issues in the Voice technology within SLA guidelines.

• Followed escalation policies to ensure appropriate timelines for next level troubleshooting.
• Utilized Maximo and BMC Remedy for ticket management.
• Frequent interaction with Cisco MAP to monitor devices for proactive and reactive actions to failed hardware or configurations.
• Followed Policies and Procedures to performs changes in the production environment.
• Worked with vendors to perform phone replacements, troubleshoot issues with CUCM registration and update configurations for Cisco IP Phones, Switches etc.
• Open tickets with Verizon, AT&T, and BT to get on site support for PRI Circuits, Analog legacy devices, tag and locate and verify service requests.
• Worked with CUCM versions 8.x, 6.x, UC, CER, Voice Access Gateways, Router, Switches and IP Phones.
• Pulled traces using RTMT and use CDR Records to verify test calls and narrow down root cause.
• Made the wall of honor for excellent customer feedback multiple times.
• Worked as a team player to assist other colleagues with troubleshooting and configurations to increase company productivity.
• Named overall top "ticket killer" of the team, for three meetings in a row, due to the amount of quality ticket closures performed.

Proficiently installed, configured and managed network routers, switches, gateways, voice phones, CUCM, UC, and other network devices for Data, Video and Voice communications on both NIPR and SIPR.

• Experience in 24x7 environment with on call duties.
• Interacted with different customers on-site frequently on a daily basis.
• Reverse engineered the layout of over 40 network diagrams to facilitate documentation to assist with troubleshooting and DIACAP inspection using Visio.
• Performed reactive troubleshooting and resolved problems with network devices, configurations while remotely, onsite or over the phone.
• Monitored Network with Spectrum Network Monitoring System.
• Performed upgrades from CUCM Version 4.3 to 8.0 and helped to implement 802.1x based authentication.
• Often configuration changes for Voice/Data VLANs, SIP, Port Security, routing protocols EIGRP, OSPF, Static on both Cisco and Foundry Routers/Switches for DHCP and Static Networks.
• Trained others to increase Company Service and Handling of remedy tickets using BMC Remedy as well as on network fundamental to increase network management capabilities.
• Worked with Telco to troubleshoot PRI/T1 circuits, the CSU/DSU, perform loopbacks and with conversions from POTs to VoIP
• Maintained COMSEC on over 100 Taclanes and KIV-7s; handled, Inventoried and loaded COMSEC and Cryptographic devices on a daily basis.
• Hands on knowledge with devices from Foundry, Cisco, General Dynamics, Avaya and Tandberg in support of VTC.
• Made Ethernet cables, and worked with various cable types of fiber, Copper, Coaxial, RS232.
• Installed over 1000 new VoIP Phones for 2 clusters and switched out faulty hardware (cards in switches, phones, cables, routers, fiber media converters)