Ralph Sully Email & Phone Number

Nashua NH

• Post-sales technical support of Arista products and solutions.
• Respond to customer product inquiries via telephone or email.
• Resolve customer concerns raised during installation, operation, maintenance, product application, or compatibility matters.
• Troubleshoot problems with hardware equipment and software applications and recommend corrective action.
• Recreate customer network issues in a dedicated lab environment (as needed).

Chelmsford MA

• Achieved cross-training on all MRV’s products.
• Technologies included routing, switching, Metro Ethernet, optical transport and NMS application.
• Demonstrated troubleshooting skills when replicating complex customer issues.
• Worked in parallel with Engineering for escalating customer issues.
• Utilize IXIA for packet generation and to expedite customer replications.

Westford MA

• Primary technical contact for New York Stock Exchange and Bloomberg for Ex products.
• Responsible for driving customer reported network issues to resolution.
• Accountable for replicating customer issues and collaborating with Engineer for a solution.
• Escalation point for Juniper’s Primary TAC Support Engineers.
• Created shell scripts to be executed on customer routing switches.

Billerica

• Demonstrated the use of C/C++ skills for creating lab reproductions.
• Coordinated with Engineering on replicating customer reported defects.
• Developed automated CLI scripts to minimize troubleshooting efforts.
• Mentored junior Technical Support Engineers.
• Troubleshot complex network hardware and software issues.
• Provided level 2 support for Nortel’s routers, switches and VPN devices.

• Engineered fixes for complex runtime software defects.
• Developed protocol functional test plans.
• Analyzed all code changes to ensure accuracy before submitting for test.
• Collaborated with the Software Quality Assurance team and delivered detailed plans for testing the reliability for each submitted fix.
• Designed a lab for replicating more complex issues that were beyond the scope of Support.

• Formulated automated test scripts that were utilized for testing protocol functionality.
• Designed and implemented software test plans.
• Emulated scaled customer configurations to ensure software reliability.
• Worked jointly with Engineering and presented software and hardware issues discovered in test.

Assist customers in resolving networking problems with theirhardware/software.Duplication of customer specific problems within a timely manner.Problem duplication and presentation to sustaining engineering.

Trouble shoot complex circuit boards to component level.Assist hardware engineers with pilot phase debugging.

Yes, Computer / Electronics Technician

Acss Ethernet Routing

Activities and Societies: 4/29 Avaya Certified Support Specialist Ethernet Routing Switch.

No, C Programming, Networking

Jncia-Junos

Education record

Electronic Data Processing courses.

Ace-L3 Certification