Timothy Ross Email and Phone Number

Responsible for Python scripting of Cisco test process. Worked in IOT and UCS business units. NPI and sustaining responsibilities.

Responsible for responding to daily support calls, emails or chats for a variety of customer environments. Document any issues and work with customers to resolve them; Track issues and time worked in company ticketing system (Zendesk)Research and debug monitoring of a variety of customer devices such as vSphere, Microsoft Windows (WinRM and WMI), Linux, AIX, Cisco Router and Switches, Cisco UCS, and various other network devicesDebugged monitoring via SNMP, SSH and various API interfacesDebugged Zenoss product issues in Python. Raised defects in Jira for engineering resolution.Worked with L2 and Engineering teams to resolve complex customer issuesWon Customers For Life award for Q1 2016

Responsible for manufacturing test for Network Visibility and Test and Measurement product lines developed by the Austin engineering teams. Coordinate test equipment and procedures to release product to the contract manufacturer. Develop test scripts using tcl/Expect for PCBA test and system bring up. Work with engineering teams to release properly structured ECOs.Work with teams in Calabasas, CA and Penang, Malaysia as well as cross functional teams in Austin. Work with local technicians and CM for sustaining and improving existing procedures.

Responsible for daily support calls and e-mails from customer for Net Tool Optimizer (NTO) and Emulator products. All actions are tracked through the Phaseware ticketing system. Daily issues include: physical layer (Ethernet) connection issues, product configuration assistance, upgrade assistance, third-party configuration assistance, licensing requests, etc.Work daily with development, sales, and manufacturing teams to debug customer issues with software bugs, order issues, and/or RMAs.Assist system test with feature testing for NTO, Emulator and 3500 (Midway) products. Used engineering bug reporting tool (Mantis) to report issues found and close when issue is resolved. Assisted with tcl scripting for NTO automation testing.Work with support team and management to define and map support processes to improve customer usage and internal work flow.Responsible for licensing configurations for pre and post sales orders of NTO and Emulator products.Wrote technical notes to assist with customer product knowledge and usage.Co-manage lab equipment and Spirent Test Center upgrades/installations

Responsible for responding to daily support calls for specific accounts in Central Texas. Also work on tickets where primary account engineers are not available to respond. Perform quarterly reviews of customers' networks to ensure that backups are being performed, virus scans are working, updates are current, and system logs are not reporting any errors. Document any issues and work with customers to resolve them. Installed or configured Cisco ASAs, routers, and switches. Worked with Cisco on several issues pertaining to Cisco Call Manager systems. Track issues and time worked in company ticketing system.

Worked on ONS15327, 12000 series routers and ASR9000. Supported functional and direct fulfillment test areas. Debugged hardware and software failures, created automated test scripts, and modified test scripts. Attended weekly yield improvements meetings with contract manufacturer. Was lead test engineer on 3 projects. Included sceduling, equipment purchasing, test plan creation and review,