• Primary POC working with local managed services customers• Review network status and provide support as required for managed customers.• Maintain and expand local service entitlement program • Support Existing and future local Managed Network Services customers• Provide direct field corrective maintenance in accordance with SLA commitments.• Support Field Deployments when needed.• Develop and implement preventative maintenance program

• OEM, enterprise, and carrier support for PTP millimeter-wave and microwave radio links with metro Ethernet features such as QoS, OAM, ECFM, Q-in-Q, and VLAN tunneling.• Primary POC for two OEMs, managing issues, hosting meetings, providing technical support, training, and reproducing reported issues, as necessary.• Lab replications setting up and testing reported network issues utilizing routers, switches, Ciena LE-311v carrier Ethernet switch, Wireshark packet sniffing software, and Spirent TestCenter, Spirent SmartBits, and JDSU SmartClass Ethernet to simulate customer networks and reproduce reported issues.• Lab and field verification of radio functions including TX power, RX sensitivity, Adaptive Modulation and 1+1 protection.• Report and track replicated issues to Engineering team; work with Engineering and QA to resolve customer issues.• Review and approve change orders affecting customers• Provide 24x7 on-call support for priority customers.• Author knowledge base articles and white papers for support website.• International and domestic travel for training and trial support for OEM and Carrier customers.

• Managed technical support engineers at Headquarters and a Tier 1 support team in India.• Maintained support metrics measuring internal team performance and external customer satisfaction• Drove ISO-9001 2008 internal audit and re-certification, updated quality manual, and ensured corrective actions were completed as acting quality manager.• Responsible for managing Escalation, Account Management, and support tools team.• Developed and generated canned call, ticket, and escalation reports.• Member of Change Control Board to review and approve change orders on behalf of Customer Service.

• Managed technical support engineers at Headquarters and a Tier 1 support team in India.• Maintained support metrics measuring internal team performance and external customer satisfaction• Negotiated a 50% reduction of expenditures for CRM SaaS.• Responsible for managing Escalation, Account Management, and support tools team.• Member of Change Control Board to review and approve change orders on behalf of Customer Service.

• Field support, phone support, online technical support 7x24 on-call and training on PTP and PTMP licensed and unlicensed microwave radio links. • Member of Change Control Board to review and approve change orders on behalf of Customer Service.

• Managed major accounts technical support, field support, and customer service activities. Provide assistance to technical support engineers where necessary.• Phone support for installation, operation, and troubleshooting of electronic security products.• Subject Matter Expert for ATM encryptor (T1 through OC-3c) and IP-SEC encryptor product lines.• Support included walking customers through software installation of management software (including Informix database installation) as well as installation of hardware security products for X.25, frame-relay, T1, E1, Ethernet, and ATM connections.• Customer and internal project management using Microsoft Project

• Field and phone support for installation and operation of Wavespan radio products including network design considerations.• Project management and installation of Beta sites and first customer shipments.• Designed and built test network and support rack.• Provided VAR training and documentation as well as Engineering Validation Testing, regression testing, and bug reporting.• Tested IP, SNMP, T1, STP functionality as well as Y2K compliance.• Performed pre-sales engineering including field path surveys, topographic and path analysis using Micropath path analysis software, topographic maps, and GPS readings.

• Performed HiCap installation (T1, ISDN PRI, Frame-Relay, T3), testing, and turn-up at data centers• Data center project management, design, and build-out for Internet access and web-hosting• Project management for network events, such as trade shows, utilizing flexible circuit types (frame-relay, ATM, wireless, ISDN, etc.) to provide required throughput including small network design.• Worked with Cisco, Adtran, Ascend, StrataCom networking switches and routers.• Network management and configuration via HP OpenView, StrataView, and CLI.• Participated in 24x7 On-Call rotation to troubleshoot and restore network functions remotely or with on-site visits.

• Installed, repaired, and tested microwave radio networks (Harris Farinon, DMC, Cylink, Loral Terracom), channel banks, DACSs, multiplexers, routers, FRADs, (Newbridge Networks, Alcatel) CSU/DSUs, and phone systems (Mitel).• Installed, configured, and tested space diversity and loop protection systems.• Data circuit turn-ups and troubleshooting working with carrier’s test board operators for T1, 56K DDS (ADN), frame-relay, fractional T1, and ISDN.

• Installed, repaired, and tested testing microwave radio communication systems, CCTV video systems, PA systems, phone systems, T1 channel banks, and multiplexers and twisted pair, multi-conductor, coaxial, and waveguide cabling systems.• Performed Cellular site and microwave radio transmission line and antenna installation and acceptance testing for return loss, and fault location with TDR.• Hands-on experience with ATI, Cylink fract-T1 spread-spectrum, DMC, Ericsson Mini-Link 18, GE Gemlink, Grainger,Harris Farinon, Lenkurt, Loral Terracom, Microwave Networks, M/A-Com and MRC, NEC, Rockwell, Solectek, and Western Multiplex radio products in the frequency spectrum from 960 MHz to 23 GHz.• Installed and troubleshot passive repeater radio systems (back-to-back antennas and signboards).