• Ref# 1161050030
• Technical Support Engineer in Virginia

Experience Summary:

Technical Support Engineer Tier 1

• Provided many suggestions that have been adopted or are being considered for adoption regarding scheduling for a 24x7 call center, alarm management, and ticket management.
• Support calls and escalated issues for major telecommunication vendors.
• Assist software development departments with the application, maintenance, and quality assurance of all software upgrades to production servers.
• Support applications developed for carriers using CDMA, TDMA, and GSM.
• Responsible for issue identification and resolution.  This includes searching logs for issue identification, if possible issue resolution (restarting processes, etc) or escalation, and documenting and disseminating procedures to others.
• Support all products offered by the company; including International inter-carrier messaging, ringtone delivery, ringtone quality, BREW applications for multiple customers, Ring Back Tones for multiple carriers, Music on Demand.  This involves working closely with developers and our content group.
• Initiated and oversaw outage resolution on a regular basis.
• Assumed the responsibility for producing and distributing Service Level Agreement (SLA) reports for customers, as well as initiating SLA reports.
• Experience with troubleshooting TCP/IP, SMPP, SS7, and SNMP as well as proprietary applications hosted and Carrier Solaris based networks.
• Support Short Code transactions for aggregators delivering content to customer carriers.