• FOTA (Firmware Update Over The Air) Android App and Device Certification- Conduct interoperability tests across multiple Android OS and wireless technologies (LTE, CDMA, Wi-Fi).- Develop clear and detailed test cases for new and existing features. - Use Testlink for test-plans/-suites/-result repositories, and version control.- Troubleshoot, isolate, and identify root causes.- Report issues found (JIRA) with detailed descriptions and logs to accelerate issue resolutions.- Provide first line bug triage and support development teams in reproducing issues.- Identify problem areas; drive software quality process improvement.- Collaborate timelessly across international time zones to address current issues and daily statuses.• 24x7 Customer Support- Maintain high standards of issue resolution and prompt escalations.- Liaise with customers to capture new feature requirements and enhancements.- Develop and conduct regular training sessions, promoting best practices based on past experience.- Coordinate the orderly transitioning of customer tickets among China and India support teams.- Manage/maintain FOTA SaaS servers (production and lab environments).- Create and contribute to a knowledge repository.- Write critical system monitoring scripts to either alert the Ops team or auto-correct the problems.- Conduct performance and non-functional tests to ensure satisfactory user experience.• Mobie360 Device Diagnostic- Perform data analysis to uncover unexpected user, device, or App behaviors.- Build an A.I. prototype system to automate device diagnostics – increasing efficiency by 90%.

• Meet with customers (Sprint, Clearwire, metroPCS, Digicel, Mobily, Cablevision) to thoroughly understand their business needs and requirements. Worked closely with sales and engineering team to come up with a viable software design and solution.• Provide information, feedback, and recommendations to the sales team in response to customers’ RFPs/RFIs.• Traveled and stayed at customer's site for 6 months to provide immediate face to face assistance and response to customer's needs.• Educate our customers on the OMA-DM (Open Mobile Alliance – Device Management) standard and how our product works in compliance with the standard. Help the customers with their client requirements, ensuring not only will all the device vendors be standard compliant and satisfy the customer’s requirements, but also work flawlessly with our product.• Collaborate with various telecommunication companies to come up with a complete Wimax client and server standard for the WiMAX diagnostics and metrics collection (DRMD) using existing OMA-DM and WiMAX standards.• Collaborate with the documentation team and provided feedback to ensure all documents are accurate, complete, and easy to understand. Drew call flow diagrams to complement the documents.

• Coordinated our team’s testing effort to ensure as little defects escape as possible before the final product reaches the customers. Created and executed new and existing test cases. Opened problem reports against any defects found.• Represented Motorola in the FOTA interoperability trials for CDMA vendors (Verizon, Alltel, US Cellular, TELUS and VIVO), ensuring FOTA worked as expected. Collected and analyzed data from issues encountered. Identified and fixed the problems and defects.• Conducted trials with third party FOTA server vendors to ensure our phones worked properly with the servers. Collaborated with all parties to identify and analyze problems, making sure everyone is compliant with the industry standard.• Setup FOTA test server for internal development testing. Wrote Perl script tools to automatically generate correct files for the mobile phone to correctly communicate with the test server.• Traveled to customer’s site to conduct a 6-month long term intensive testing and verification to ensure our feature performs flawlessly in customer’s network.

• Wrote feature test document for new connectivity feature. Executed those test cases to ensure the feature worked as designed.• Executed communication interface tests (Bluetooth, USB, Infrared, Serial) on all GSM phones to ensure all connectivity features operated as designed and ensured there were no defects.• Defect analysis - Identified and redesigned software modules with the most defects to reduce customer’s complaints as well as engineering resources used to fix faulty software, resulting in more robust and easier to maintain software.• Lead the Traffic Measurement and Metering (TMM) portion of the design team for the Analog BTS Support feature, achieving all targets and completing the project two months ahead of schedule.• Mentored junior engineers and new hires so that they get up to speed.• Resolved and debugged critical problems pre-released to the customers and made fully tested software fixes available in the shortest amount of time possible, resulting in customers’ satisfactions.• Represented the department in the daily morning Triage meeting to assess new customer problem reports to ensure that they are being assigned to the right functional area for resolution.