Rob Kirk Email & Phone Number

Dallas/Fort Worth Area

• Member of global Tier 2 design support team for Versatile Switching Engine (VSE), a Linux-based, virtualized, distributed call processing platform based on Advanced Telecommunications Computing Architecture (ATCA).
• Led global verification testing of two baseline (service pack) releases. Chaired daily triage calls with off-shore design teams. Trained off-shore support team to assist during night shift. Authored and updated.
• Taught IPv4/IPv6 Networking course with hands-on lab covering Ethernet, Wireshark Introduction, IPv4, Routing Protocols, IPv6, Applications & Tools, Reliability & Performance.» Collaborated with design to internally.
• Partnered closely with global design teams to deliver quality software patches and documentation.
• Solved complex, critical customer issues. Participated in 12x7 follow-the-sun on-call rotation.
• Provided root cause analysis for key issues. Presented current issues and RCAs to team.

• Subject Matter Expert of Tier 2 design support team for Nortel GSM (GSM-N) Access portfolio: OMC-R (Operations, Management, Configuration – Radio) an FCAPS solution for GSM-N Access domain; TCU (Transcoding Unit); BSC.
• Trained team with hands-on lab sessions.
• Led inexperienced team to build new Access Support Lab from conception to completion. » Created necessary support lab ahead of schedule.» Increased team’s understanding and confidence in supporting products.

• Technical Leader of Tier 2 design support team for Wireless Network Management System (W-NMS), an FCAPS carrier-grade solution supporting Packet Core and Voice Core domains for GSM/UMTS wireless networks.
• Led and trained team to resolve complex customer issues.» Maintained carrier grade service (99.999% availability).» Established new team within three months.

• Acted as single point of contact into R&D and Operations for all lab issues. Interfaced with Tier 1 customer support, product line management, account teams, customers, design, test and other product support teams.
• Managed and supported GSM/UMTS Voice Core end-to-end global product support labs to reproduce critical customer issues and test software fixes for ongoing and future releases.
• Developed detailed lab diagrams and procedures, standardized system configurations, trained and supervised 7 remote engineers in India and Turkey to help maintain software loads.» Improved availability of lab resources.
• Partnered with lab operations team to move and reconfigure 50% of lab equipment. Personally commissioned two XA-Core DMS switches and five Passport 15000 shelves. Leveraged relationships with other teams to share labs.
• Conceptualized and implemented wiki knowledge base, created template system to standardize equipment information, processes, and maintenance request pages. Linked wiki to troubleshooting, product specification and.
• Enhanced and taught 2-month hands-on course to 50 engineers covering 3GPP R4 BICN, VoATM, VoIP, and Live Air.» Trained entire team to configure and troubleshoot new labs and technologies improving real-time customer.

• Member of Tier 2 design support team responsible for SuperNode Data Manager (SDM) and Core Element Manager (CEM) System. Applications on these platforms provided billing, lawful intercept and FCAPS interfaces to.
• Provided technical support and outage recovery for live customer sites.
• Participated in 24x7 on-call pager rotation.
• Wrote and inspected application software patches (C/C++, Java).
• Maintained SDM Installation/Upgrade Korn shell scripts and customer documentation.
• Managed and supported SDM and CEM lab equipment

Bachelor Of Science (B.S.), Computer Science, Minor In Mechanical Engineering

Education record