Robert J. Email & Phone Number

Redmond, Washington, United States

• Product Manager for Acom Product Line• Translated market and customer requirements into product features by defining and writinguse case scenarios, product vision and strategy.• Worked in a fast-paced environment with multiple simultaneous responsibilities and deadlines• Accepted new tasks and work independently on them until completion in a timely manner• Worked in the field with Sales Teams, channel partners and customers

Redmond, Washington, United States

● Performed System Design of Acom Dispatch Console Systems - which includes, system sizing, network design and layout, screen design and layout, as well as gathering and interpreting customer requirements, contracts and other documents, as well as creating documentation to cover all aspects of a project, including architecture, network diagrams, interface drawings, as well as customer specific manuals and training.● Became a subject matter expert on P25 and P25 CSSI and DFSI, Familiar with Motorola, Tait and Airbus RFSS products, including limited experience with KMF. Extensive troubleshooting of CSSI, including reading and parsing packet captures, and system logs to perform failure root cause analysis. ● Developed a comfortable working knowledge of MotoTRBO/DMR, Astro25/P25, and assisted customers with radio system/radio programming design and implementation aspects, including assisting customers to develop specific custom features both inside and outside of the console system.● Developed an installer for the AcomNOVUS Core, which included automating the install of CentOS 7, as well as a semi-automated installer for the core software, which in addition, prepares the system for deployment - reducing deployment times for software and configurations from an average of 40 hours to 4-8 hours. Acted as team subject matter expert on Linux and Switched Networking.● Developed a proof of concept for an administrative menu system for the AcomNOVUS Core, which was later capitalized upon by the engineering team and is presently shipped with every system sold - this menu system reduces setup time from an average of 2 hours to about 40 minutes and makes the configuration and maintenance of the system much more accessible to non-technical users than the previous command line driven interface.

Irving, Texas, United States

● Design and assembled radio (wireless) and computer server-based system solutions including configuration and integration of associated network (switch/router/firewall) and application software to perform evaluations of possible solutions.● Developed understanding of current/next generation digital two-way radio systems, specifically NEXEDGE, P25, and DMR systems and supporting technologies.● Worked closely with third parties including vendors, dealers, and customers to understand operations and make suggestion for necessary improvements or implementations.● Developed a gateway service to decode BLE advertisement packets from COTS hardware to enable translating and importing that data to a COTS indoor geolocation system

Redmond, Wa

● Performed System Design of Acom Dispatch Console Systems - which includes, system sizing, network design and layout, screen design and layout, as well as gathering and interpreting customer requirements, contracts and other documents, as well as creating documentation to cover all aspects of a project, including architecture, network diagrams, interface drawings, as well as customer specific manuals and training.● Became a subject matter expert on P25 and P25 CSSI and DFSI, Familiar with Motorola, Tait and Airbus RFSS products, including limited experience with KMF. Extensive troubleshooting of CSSI, including reading and parsing packet captures, and system logs to perform failure root cause analysis. ● Developed a comfortable working knowledge of MotoTRBO/DMR, Astro25/P25, and assisted customers with radio system/radio programming design and implementation aspects, including assisting customers to develop specific custom features both inside and outside of the console system.● Developed an installer for the AcomNOVUS Core, which included automating the install of CentOS 7, as well as a semi-automated installer for the core software, which in addition, prepares the system for deployment - reducing deployment times for software and configurations from an average of 40 hours to 4-8 hours. Acted as team subject matter expert on Linux and Switched Networking.● Developed a proof of concept for an administrative menu system for the AcomNOVUS Core, which was later capitalized upon by the engineering team and is presently shipped with every system sold - this menu system reduces setup time from an average of 2 hours to about 40 minutes and makes the configuration and maintenance of the system much more accessible to non-technical users than the previous command line driven interface.

Bellevue, Wa

● Field Service on Cellular base stations, including proficiency in customer relations, basic electricity, basic electronics, basic telephony, radio principles for WiMAX, LTE, CDMA, GSM and iDEN, and basic principles of digital transmission, fiber communication, data communication, telephony terminology, industry standards, and on-line network control/maintenance systems.● Performed change work and troubleshooting on various site equipment, including, AC and DC Power systems, Ethernet switches, Radio Access Network equipment, and a variety of backhaul arrangements, including T1, DS3, Microwave and Optical Fiber rings.● Performed inventory and site acceptance work on newly turned up/existing sites, including blind audits, PO Receiving, and preliminary/final acceptance of sites as built based on customer supplied plans, in addition to creating new documentation job aids, and method of procedure as required.

Greater Seattle Area

● Answered initial and follow-up phone calls from customers who have service and technical support issues.● Phone call and ticket queue awareness and complete ownership of issues with the expectation of reaching the fastest possible solution.● The ability to multi task and navigate a variety of systems in a fast paced environment as well as documenting all actions and communications.● Performed Basic troubleshooting on a variety of technologies, ISDN PRI, T1 CAS Trunks, T1 Data, and Metro Ethernet, as well as head to head testing with the customer and other local exchange carriers to resolve various customer issues, with ISDN PRI, T1 CAS Trunks, T1 Data, and Metro Ethernet.

Renton, Wa

● Provided direct support to 250 users, spread across 4 sites, as well as Phone support for an additional 500 users in Oregon for a wide variety of software and hardware, including Windows Workstation, Lincoln Fluid Management, ADP Drive DMS, Higher Gear, HP, Dell and Lexmark printers, as well as Cisco CallManager.● Provided purchasing advice to management about new systems as well as planning/building upgrades to existing system.● Basic Active Directory Management, Including new users creation, permissions changes, creating permissions group and distribution lists.

Tukwila, Wa

● Performed System Administration Duties for Company and Customer owned systems.● Hardware break/fix and upgrades, as well as installation of UNIX/Linux and Windows Server operating systems.● Performed first and second line support for customers, via telephone, ticketing systems.● Navigated a variety of support systems to reach issue resolution within SLA’s.● Administered phone system on a company wide basis, implementing a migration to new hardware without downtime.

• Answering initial and follow-up phone calls from customers who have service and technical support issues• Customer billing and invoicing support• Phone call and ticket queue awareness and ownership• Responding to service tickets opened by customers in a timely manner• Complete ownership of issues with the expectation you will reach the fastest possible solution• The ability to multi task and navigate a variety of systems in a fast paced environment as well as documenting all actions and communications• Maintaining consistent quality and performance standards as set out by management

● Installed xDSL/T1 service, in a variety of locations in the greater Seattle Metro Area, working in the field with no direct supervision.● Configured customer networks to customer specifications, including, managed switches, print servers, and other equipment, as well as new Modems/Routers to provide services.● Repaired existing service, including T-1, xDSL as well as Covad Supplied POTS Lines, coordinating with the ILEC to have outside plant issues repaired as needed.● Acted as in field contact with local ILEC, End User ISP, and Covad, pushing to have issues repaired or resolved.ESSENTIAL DUTIESTelecommunications and Data cablingRouter Configuration VOIP ConfigurationNIC installation and configurationIP addressingNetwork troubleshootingAccurate Real Time Reporting and Data EntryAccurate Accounting of Inventory

● Installed xDSL/T1 service, in a variety of locations in the greater Seattle Metro Area, working in the field with no direct supervision.● Configured customer networks to customer specifications, including, managed switches, print servers, and other equipment, as well as new Modems/Routers to provide services.● Repaired existing service, including T-1, xDSL as well as Covad Supplied POTS Lines, coordinating with the ILEC to have outside plant issues repaired as needed.● Acted as in field contact with local ILEC, End User ISP, and Covad, pushing to have issues repaired or resolved.ESSENTIAL DUTIESTelecommunications and Data cablingRouter ConfigurationVOIP ConfigurationNIC installation and configurationIP addressingNetwork troubleshootingAccurate Real Time Reporting and Data EntryAccurate Accounting of Inventory

• Maintained current customer service level agreements by efficiently answering and troubleshooting telephone queries, e-mails and other media interactions for customers who use wireless data products and services.• Assisted clients in Troubleshooting hardware/software issues, identify Network/application issues, provide information on how to set-up/use products, and answer pre-sales questions.• Used trouble ticketing system for tracking customer interactions and problem resolution.

● Planned Trips according to Schedule set by Dispatch and Available Hours.● Worked Directly with Customers in a fast paced challenging environment.

● Planned Trips according to Schedule set by Dispatch and Available Hours.● Worked Directly with Customers in a fast paced challenging environment.

● Planned Trips according to Schedule set by Dispatch and Available Hours.● Worked Directly with Customers in a fast paced challenging environment.

● Worked Directly with the general public, both as a patrol officer, and as a receptionist.● Used a variety of computer systems for access control and information processing.

● Designed and implemented telephone and data networks at the customer's premises● Bid, purchased, installed and maintained phone systems up to 1000 ports● Lead 5-8 man crews in setting up temporary networks● Installed and maintained point to point microwave Systems● Installed and maintained overhead paging systems with up to 15 zones● Managed several crews in geographically diverse locations.● Performed installation of inside wire, telephone jacks and data jacks.● Active Knowledge of Panasonic, Toshiba, Nitsuko, Nortel Meridian, AT&T/ITT 1A2 and GTE 10A2 Key Telephone Systems.

● Managed an area with up to 150 employees● Cash drawers and evening count out● Payroll and area scheduling● Created forms and PDF's for use in the workplace● Product ordering and basic equipment maintenance