Billy Torres Email & Phone Number

Mahwah, New Jersey

Lead Technical Engineer for key company accounts Support escalated tickets from Tier-1 Support Engineers. Formulate technical action plans for analyzing and resolving end-to-end solutions. Provide clear and concise documentation on solutions and tips. Work with software engineers to resolve failures/known bugs and test new product softwareWork closely with Solutions Architecture group in designing business applications for key accounts (from inception to delivery). Provide Project Managemnt to key Accounts - Application Review, Installations, Configurations, Training and Support.Conduct product evaluations and proof of concept tests. Conduct technical training and product presentations, on-site and remotely via virtual labs.

Handled Tier-1 Support Calls and Opened Cases.Analyzed equipment configuration problems and defects. Performed Escalations to R & D, Engineering, Product Management, and other departments to address client’s issues.Staging, configurations and installations of Telecom Equipment.Provided on-site support as needed.

Handled customer returns and repairs. Verfied faults reported and repaired products per specifications. Conducted in house tests and validation of solutions. Staged and configured customer orders per requests.Performed modifications to equipments per customer requirements.

Handled shipping and receiving of customer returns and equipment.Picked an Packed orders and prepared shipping invoices. Worked with UPS and FEDX, FACTS an ORACLE systems.