Every product we design, every interaction we shape, every decision is driven by quality and customer experience. Impact the HW quality of our future smart speaker products during the development process all the way from early concept definition to mass production readiness. Accountable for the verification of all the relevant hardware subsystems as well as the final, fully integrated product. Contribute to the product development success by working with a team across many disciplines including acoustics, mechanical, electronics, system software and RF. Collaborate in product safety failure analysis. Leverage large data analysis to detect and report emerging trends.

Working at Sonos is as energizing as it is dynamic. Each day poses new challenges to push and grow our solutions in a very dynamic market. In this role as Tier 3 Support Engineer, I am interfacing the customer care team, engineering and marketing teams. Providing both software and hardware support through the full product life cycle. Leveraging data tools such as Kibana and Tableau to detect emerging trends. All of my networking, Linux and systems integration experience is being applied to further our mission, to fill every home with music and make listening a valued experience again. From time to time I'll be working an issue, stop and hear something in an artist music and comment, wow that sounds good. I have to say that I am enjoying myself here at Sonos.

• Leadership and citizenship training of youth through the Patrol Method and Outdoor skills.• Merit Badge Councilor for Pioneering, Electricity, Electronics, and Radio.• Completed Wood Badge training (Eagle Patrol, WE4-53-05) and later as troop guide. • Special event coordinated of local JOTA (Jamboree On The Air).

• Operational management of a multi-vendor Video On Demand service. • Achieving the highest quality experience for Cox customers, through early fault detection and remediation of the digital video systems.• Early completion of planned migration from Broadcast video to Switch Digital Video.• Active user of the BMC Remedy Action Request System to manage system changes.

• Deploy and support open source AWS compatible private IaaS clouds in commercial applications.• Resolving customer support requests and managing any resulting feature requests, bug reports and knowledge base articles.• Collaborated with Quality Assurance's existing and new test cases, utilizing both manual and automated test methodologies.

• Delivered technical support for the B series (AKA, Occam) product line. Services include Ethernet transport of VoIP, Video over IP, T1 Circuit Emulation, network management, Fiber and GPON to the home.• Advanced system and integration trouble shooting, leveraging Linux scripting and network management tools to rapidly isolate root cause and remedy faults.• Strong customer advocacy and active participation in the product life cycle.

• Leading support of emerging fiber to the home technology that is in the process of revolutionizing the telecommunications industry by delivering true Triple Play (combined internet, VoIP and Video over IP) services.• Designed and deployed the C.S. Lab space. Accounting for power, cooling, communications, accessibility and flexibility for an evolving mission.Onsite interaction with customers providing custom training, system optimization and in depth fault analysis. • Leveraging BASH scripting to automate audits and fault isolation in a predominately embedded Linux architecture.

• Deployed, integrated and maintained multilayer intrusion detection, access control and video surveillance systems.• Account management of site security systems including system upgrades and enhancements while maintaining DCID 6/9 requirements. • Active participation with product life cycle from Alpha testing, Systems integration, installation, training and support.

• Led and mentored a 19-member technical support staff, improving teamwork and delivery of technical support to customers. • Handled technical escalations from staff, resulting in reduced problem resolution time.• Strengthened the organization through concisely documenting solutions and distributing information in an effective manner • Conducted special projects including course development, instruction, technical documentation review, web based document library, network consultation, network integration, lab design, construction and operation.

• Conducted remote and on-site support of ACC/Ericsson multi-protocol bridge routers in both multi-vendor enterprise and ISP applications thereby exceeding the customer expectations and maintaining a healthy vendor client relationship. • Implemented an escalation policy for resolving customer reported problems, duplicating product faults and interfacing with engineering to expedite a solution. • Conducted product training after the previous trainer left the company, thereby maintaining the training department’s continuity and income.

• Resolved Internetworking problems on a range of equipment that included Statistical Multiplexers, Terminal Servers and Routers earning the highest customer satisfaction rating within the support organization. • Developed a detailed troubleshooting guide for use by associate engineers, which resulted in shorter problem resolution times and greater customer satisfaction.

• Repaired Statistical Multiplexers, Modems and X.25 PADs to the component level. • Configured and installed networking equipment.• First level customer telephone support engineer.