I work in a team providing technical support, investigation and problem analysis to customers and Operations staff. Incidents are escalated to me when earlier lines of Support are unable to resolve a problem. Working in parallel on balancing the priorities of providing short-term workarounds and long-term fixes allowed me to broaden my skill set into debugging problems in predominantly stable systems as opposed to the new and as yet untested systems I had worked with previously in Development. I am involved in many critical customer issues with tight timeframes, from the root cause analysis stage through to provision of resolution and delivery support.I work with our escalation managers to handle at-risk accounts, providing a single point of contact for customers across different issues, discussing criteria for success and helping them oversee their projects to satisfactory completion.I am responsible for mentoring new members of the team, assisting them with their ramp-up and providing training on both our own proprietary technologies and those third parties with which we interface.

I joined the company from university and, as a member of the Development team, was introduced to many of the key stages of the development cycle, starting with coding and testing, before being given more responsibilities concerning the higher level aspects of the process, such as function design and test planning. I also gained experience of requirements elicitation and analysis as well as project planning during the organisation of both roadmap and custom developments. These phases were each followed by a rigorous system of documentation (both internal and external) and peer review that ensured very high standards (TL 9000 certified), which gave me a full appreciation of the value of both good SCM and QA procedures.I worked on the Mavenir Equipment Identity Register (EIR) product, used for barring stolen handsets from mobile networks, consolidating my knowledge by working with the technical publications team during their production of the user guides, explaining those details pertinent to an end-user at an appropriate level of detail.I also became involved with training newer members of the Development and Support teams, including spending a month in India teaching engineers about the relevant software, protocols, tools and processes, whilst leading the team through a development project with very challenging deadlines. This experience inspired me to become more active in an initiative to push better QA procedures out across the company, ensuring that newer engineers were aware of how to write and present particular documents and code, the standards that each of these were subject to and the correct review process for each.I was also given the opportunity to work deploying the then new 4G technologies, spending several months in Sweden installing and integrating a VoLTE proof of concept for a large network, working closely with their engineers during the testing and acceptance phases and providing a technical handover to the customer at the end of the project