Global Product Support Engineer
Ottawa, Ontario, Canada
Data: Ethernet, TCP/IP, Layer 2 Service Switch, Data Communication (2006 - 2007)- Provided 24/7 global technical support for 3rd Level pager for Multi-Service Edge 6500.- Handled and prioritized large customer case loads that included customer product trials.Optical Long Haul: Optical Amplifiers, Fiber Optics, DWDM (2001 - 2005)- Successfully introduced new optical products (Optera LH1600) by priming and leading new product releases.- Successfully implemented “follow the sun” model by developing relationship with UK group.- Developed & implemented new Technical Service Readiness Process.- Researched effects of aerial fiber fluctuation on State of Polarization for Nortel scientific report.- Represented Nortel and presented at Optical Network Services National Conference 2003.Upgrade & Training Special Project – OC48, at PacBell, Sacramento, CA (1998)- Key expert for “World Class Network” Upgrade & Training project for 6 months in California at customer's Network Operation Centers that supports large >40M population customer base.Optical Switching: SONET/SDH, Cross-Connects, Synchronization (1996-2000)- Provided 24/7 customer technical support expertise for 3rd Level pager (OC48, OC192, DX).- Performed product verification & regression for 4 months in Montréal Optical labs.