Experience

Cassia Networks

• United States
• Computer Networking Products
• 1 - 100 Employee

• Senior System Engineer

  • May 2017 - Present

  Specialized in BLE Long Range Enterprise Gateway solution for centralized IoT device management. Working with sales team to provide specific solutions/technology/product/technical and sales support for global enterprise customers. Specialized in BLE Long Range Enterprise Gateway solution for centralized IoT device management. Working with sales team to provide specific solutions/technology/product/technical and sales support for global enterprise customers.



NETSCOUT

• United States
• Software Development
• 700 & Above Employee

• Technical Marketing Engineer, AirMagnet

  • Apr 2015 - Apr 2017

  Responsible for the field, customer, and partner-facing technical communications, product presentations, demos, competitive analysis, and building higher-level solutions that articulate the strong AirMagnet WLAN test and measurement tools. Certified AirMagnet product trainer travelled over 40 countries for Cisco partner training. Responsible for the field, customer, and partner-facing technical communications, product presentations, demos, competitive analysis, and building higher-level solutions that articulate the strong AirMagnet WLAN test and measurement tools. Certified AirMagnet product trainer travelled over 40 countries for Cisco partner training.



Fluke Corporation

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Field WLAN Application Engineer, AirMagnet BU

  • Feb 2013 - Mar 2015

  Responsible for strong relationship with global customers drive all technical issues to resolution. Provide wide range of support, troubleshooting and training services in AirMagnet WLAN test and measurement tools. Responsible for strong relationship with global customers drive all technical issues to resolution. Provide wide range of support, troubleshooting and training services in AirMagnet WLAN test and measurement tools.



AirMagnet, Fluke Networks

• Santa Clara, CA

• Senior Technical Support Engineer Lead

  • Jan 2008 - Feb 2013

  Support worldwide enterprise customers in US, EMEA, & APAC regions on AirMagnet products - AirMagnet Enterprise Server, WiFi Analyzer, Survey/Planner, Spectrum Analyzer, Spectrum XT, VoFi Analyzer, Rogue Finder, and using 3rd party tools such as Netstumbler, Wireshark to bring closure to customer issues. • Manage customer calls, cases and emails through to completion while maintaining satisfactory SLA's. Interfaced directly with engineering, quality assurance, and development for bug resolution. Provide escalation support to 15 remote TAC engineers in US, Netherlands and China offices. • Communicate with large customers for AirMagnet Enterprise Server deployment, maintenance and upgrades. • Provide customer support to Wireless Engineers for wireless surveys, protocol analysis, wireless design and planning using our wireless software products which increased customer satisfaction. • Effectively resolve complex technical support issues for clients with WLC integration, remote sensors, site surveys, protocol analysis, and wireless network design software which resulted in always being in the top of case resolution. • Provide training on our wireless intrusion detection systems setup, and installation to new employees which help to dramatically reduce the time to resolve customer issues. Show less



KnowNow

• Software Development

• Senior Technical Support Engineer

  • Oct 2006 - Dec 2007

  Recruited as the primary Technical Support Engineer focused on managing customer support issues to successful resolution. Worked closely with KnowNow engineering and QA groups to resolve troubleshoot, identify, and fix enterprise customers post-sale support issues. Internal Technical Support duties include troubleshooting and repairing computer hardware, software network issues, ensuring smooth day to day operations. Other experience includes IIS, Exchange Administration, Active Directory, SharePoint Server, VPN remote access, Blackberry Enterprise support, Symantec Corporate Antivirus, Backup Exec, Ghost, Netscreen firewall, Salesforce.com, VMWare, dual /multiple OS boots environment, PXE boots, support lab management, DNS, DHCP, WINS, TCP/IP, LAMP, WordPress mu,, BBPress, Bugzilla, Request Tracker, Wiki, WebEx,, Google Analytics, Leadlander, Postini, Show less



Transware

• Translation and Localization
• 1 - 100 Employee

• Sales Engineer / IT Manager

  • Jan 2005 - Oct 2006

  Responsible for interfacing with fortune 500 clients and sales managers to provide customer service and support. Duties included debugging source files, identifying and escalating issues to developer level technicians, problem resolution, documentation, and technical support. Also responsible for client calls, providing technical training to sales managers/directors, generating weekly status reports, and creating/maintaining/reporting work flow progress. Responsible for interfacing with fortune 500 clients and sales managers to provide customer service and support. Duties included debugging source files, identifying and escalating issues to developer level technicians, problem resolution, documentation, and technical support. Also responsible for client calls, providing technical training to sales managers/directors, generating weekly status reports, and creating/maintaining/reporting work flow progress.



CIS Management Inc.

• Owner

  • Sep 1999 - Jan 2005