Experience

The Microsoft Azure + AI Conference

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Director Of Support Services

  • Nov 2020 - Present



Affirmed Networks

• United States
• Wireless Services
• 1 - 100 Employee

• Director of Global Support

  • Jun 2020 - Dec 2021

• TAC Manager

  • Jan 2016 - Jun 2020

  Strong customer focus and passion to develop and lead technical support team Drive customer satisfaction, engage with customer to address any dissatisfaction and drive correction actions Drive and co-ordinate among technical resources for faster restoration of services and Root cause analysis during critical outages Manage and Escalate critical customer cases faster to the right level of support Facilitate and own communication among customers, escalation, service managers about the progress and action plan Closely monitor the progress of critical cases and activities to ensure successful completion Continuous analysis and improvement of the existing support processes to improve resolution time and customer satisfaction Build team of customer focused engineers with strong technical capabilities Mentor and coach the technical support engineers and unlock their potential talents Accountable to Guide the team members on and customer processes and build compliance Resource management and capability planning Driving support operations to provide consistent experience to Customers Driving operational support metrics of product support team Participate in cross functional projects and initiatives and help improve support processes and tools Analyze and understand key drivers of success (and failures) and take initiatives to drive the results

• Senior Technical Support Engineer

  • Oct 2015 - Jan 2016

  Senior Technical Support Engineer, working in the EMEA Customer Technical Support Center, based in Prague. Responsible for receiving, owning, working and ultimately resolving all issues relating to the customer(s) including priority bug tracking, escalations, upgrades, deployment, etc.Provide Technical Assistance Centre (TAC) cover to Tier 3 level support responsibilities.SME (Subject Matter Expert) on EPCWork independently as needed, provide guidance, drive and leadership to more junior engineers.Lead in escalating 3rd party vendor field problems.Travel as needed to customer sites for purpose of onsite support or deployment or project related activities.



AT&T Global Services

• Tier 3 - Advanced Technical Support EMS

  • Feb 2012 - Oct 2015

  Responsibilities: • Deliver the highest level (Tier-3) of network technical support within AT&T’s technical support structure requiring 24x7 on call from escalating organizations including but not limited to Tier-2 Operations and NPE.• Provides the technical troubleshooting and leadership skills required to recover from the most complex network problems in real time, directing the activities of technical resources from Tier-2, Labs, and the vendors to restore service.• Responsible for the investigation and management of all follow-up activities needed to determine root cause, attempt problem recreation in the Tier Support lab, identify workarounds when feasible, coordinate with Labs for delivery and certification of vendor fixes or design changes, and planning for the eventual implementation within the network.• Maintenance (patch) release implementation processes (network elements (all layers), OS, server, EMS, applications)• Incident/Outage Management Technologies: 2G/3G/LTE EMS/NMS/OSS



acision

• United States
• Telecommunications
• 200 - 300 Employee

• Senior Customer Services Engineer – Mobile Messaging Team

  • Jun 2007 - Jan 2012

  Responsibilities: Global support and deployment activities Mentorship program for newcomers Products: • Short Message Center (SMSC/EIR): messaging platform for SMS over GSM/CDMA/TDMA mobile networks based on Alpha/Itanium architecture from HP running OpenVMS system in a cluster solution• HPSTG: SS7/SIGTRAN GW based on HP OpenCall software• CISCO ITP: SS7/SIGTRAN Gateway• Telepath: SMS-Center platform• MCO : Message Controller platform as STP/SMSC solution• E// TPMIO – Messaging platform



Nokia

• Finland
• Telecommunications
• 700 & Above Employee

• Technical Assistance Engineer – COM C TCS

  • Jan 2005 - May 2007

  Responsibilities: TAC2 Support for Network Management Platforms and GGSN solution: Products: • Radio Commander ( UTRAN/GERAN 3G/2G radio network NMS) – SUN E4900• Switch Commander (CORE 2G/3G NMS) –C/S based, Primergy Servers• Net Manager ( wireline network NMS) – C/S based, Primergy Servers• Intelligent Packet Switching ( Core GGSN, CSG) – CISCO 7600 series Responsibilities: TAC2 Support for Network Management Platforms and GGSN solution: Products: • Radio Commander ( UTRAN/GERAN 3G/2G radio network NMS) – SUN E4900• Switch Commander (CORE 2G/3G NMS) –C/S based, Primergy Servers• Net Manager ( wireline network NMS) – C/S based, Primergy Servers• Intelligent Packet Switching ( Core GGSN, CSG) – CISCO 7600 series



ITC Networks

• Telecommunications
• 1 - 100 Employee

• Software engineer

  • May 2003 - Jan 2005

  Responsibilities:Technical Customer Support for - Enterprise Network Solution Management- Enterprise Policy ManagerDevelopment and Maintenance of LAB for product verification and development environment (test servers for verification, administration of virtual machines environment, build servers for development)• Lab administration and setup for: Nortel Network devices: layer2 switches, layer3 switches, routers, voice manager, vpn manager, backbone routers;Server machines (verification and development environment): Sun Middle Range servers, HP, Dell;• Administration, maintenance and development of local LAN;



Softwin - Bitdefender

• Software engineer

  • Mar 2002 - May 2003

  Responsibilities:• Develop internal application to collect spam• Management of local spam database Responsibilities:• Develop internal application to collect spam• Management of local spam database