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Resume 10
Ronald W.
Hall
54 Walnut Creek Avenue #7A
Oak Park, Illinois 60516
CAREER PROFILE
Effective Systems Support Engineer with strong customer focus.
Qualifications include:
- Strong hands-on and leadership experience in system deployment, onsite and
offsite support, product demonstrations, client interface, and user training.
- Experience testing, troubleshooting, and documenting hardware and software
problems.
- Experience working with product development teams and contributing to
software requirements gathering and specification.
- Solid experience supporting server-based and carrier-class advanced
messaging suites on Windows and UNIX platforms.
- Experience installing, configuring, and administering Solaris and Windows
systems including Exchange and Lotus Notes; system security and network design
experience.
PROFESSIONAL EXPERIENCE
BLUE SKY TECHNOLOGIES, Aurora, Illinois
11/2000 - present
Lucent Technologies - Intelligent Network Unit provides IP-based, open
architecture platforms that enable wireless and wireline service providers to
develop and deploy value-added call services such as SMS text messaging,
voice-activated dialing, and Internet call waiting. These software and hardware
solutions use non-proprietary, commercial off-the-self technologies.
Systems Engineer - Intelligent Network Unit
Served as a lead customer advocate for major wireless and wireline
assigned accounts including Qwest, Cingular, and other service providers.
Provided second tier support of Intelligent Network products developed on the
Sun Solaris 7/8 platform. Worked as part of a 24-hour technical support group
responding to UNIX based hardware and software systems support issues in North
America. Worked as contracted consultant through Triple I Consulting.
- Managed technical support for several major US Wireless service providers.
Served as primary point of contact, managed service level agreements SLAs ,
monitored compliance with SLAs, and reviewed and approved escalations for 25
support engineers.
- Analyzed inbound network trouble reports; used strong UNIX and hardware
troubleshooting skills to isolate problems and generate Root Cause Analysis
reports.
- Supervised onsite and offsite repairs and installation of fixes. Assured
that software fixes were delivered in-line with support contracts for assigned
accounts.
- Assessed hardware, software, and design troubleshooting procedures.
Contributed to the knowledgebase by evaluating and approving updates to
troubleshooting SOPs.
STRATEGIC TECHNOLOGY, Chicago,
Illinois
10/1998 - 11/2000
Developer of a carrier-class unified messaging software platform for
routing and converting voice, email, and fax messages. Platform enabled
customer-added applications and through an API and conversion utilities written
in Java. Customers included Communications companies e.g. Nortel, businesses,
and ISPs.
Systems Engineer - Advanced Messaging 11/1999-11/2000
Promoted to manage onsite support for an advanced messaging product that
retrieved voice mail messages from third party products and converted the
messages into MP3 and .wav files for distribution via email. This Solaris based
system submitted messages to an Oracle database via Java JDBC.
- Supported pilot projects at customer locations. Managed the distribution
of beta releases. Interfaced with customers on a daily basis. Researched,
designed, and developed application control scripts for all beta customers.
- Prepared detailed reports on issues, instabilities, and features requested
inbound marketing.
- Served as integral member of the advanced messaging platform product
development team.
- Contributed to improvement of the graphical user interface and other
features. Many recommendations made it into the final product.
- Contributed to design and implementation of Acceptance Test Plans ATPs for
application feature sets using network & telephony equipment T1, IVR,
voice, switch simulators, etc. for both lab and production systems.
- Tested all release candidates for functionality and fulfillment of
customer specifications.
- Assisted transition from beta to production; liaised between beta and
production teams.
- Deployed all production advanced messaging systems sold.
- Established security policies, and created users, roles, and profiles for
new deployments.
- Supported the marketing team at several trade shows including SuperComm.
- Received "Sales and Marketing Award for Excellence" for devotion to the
development, pilot release, deployment, and support of the new IP messaging
product.
Technical Support Specialist 10/1998-11/1999
- Reproduced, tracked, and resolved customer reported system failures.
Conducted tests in a simulated customer network environment and created
detailed reports. Identified and examined uncompiled C++/Java code to enable
resolution of system failures.
- Verified consistency of release documentation with current build of
software.
- Ensured proper operation of all demo-in-a-box trial systems prior to
shipping to domestic and overseas locations.
- Built and managed a test environment consisting of MS Exchange, Lotus
Domino, various SMTP based servers, and switch simulators for use in
controlled testing.
- Installed and maintained internal departmental Web server.
TECHNICAL SKILLS
- Networking: DHCP, DNS, WINS, TCP/IP, SNMP, HTTP, FTP, LDAP, SSL, TCP/IP,
Cisco IOS, HP OpenView, Microsoft Exchange, Lotus SmartSuite, Optus FacSys
- Operating Systems: FreeBSD, AIX, HP-UX, Solaris 2.5, 2.6, & 7 , SunOS,
Linux, MS Windows NT/2000/9x, UNIX Shell Scripting ksh, csh, Bourne Shell
- Languages: HTML, Unix Shell Programming, TCL, telephony IVR scripting
- Databases: Oracle 7.x, 8
- Hardware: Sun Ultra 5 Workstations, Cisco routers and switches, Compaq
Servers, Dell Servers, Integrating IDE, ISA, PCI, SCSI and USB peripherals in
an x86 environment
- Software: Homesite, Photoshop, Sound Forge, Microsoft Office Word, Excel,
Project, PowerPoint, Outlook , Visio, Remedy
- Training: Cisco ICND, February 2000
EDUCATION
College of DuPage, Glen Ellyn, Illinois
Coursework toward an
Associates of Science degree in Computer Science
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