Milton Bernal

2925 Ingram Rd.

Sachse, TX 75048

214.250.3821

Email: mbernal4@yahoo.com

 

 

 

OBJECTIVE

 

I am looking for an Engineering position with a company where I am able to utilize my exceptional customer service skills and technical support for internal and external wireless customers. I am a team player with excellent interpersonal communication skills and am able to work independently without any supervision; am highly dependable, adaptable, and resilient; view change as an opportunity to enhance and further my career.

 

EXPERIENCE

 

 

G10 Probe Technical Support Engineer, Elevated Resources/Tektronix, Plano, TX.  07/2014 – Present

·             Managing 500+ LTE and 300+ VOIP G10 probes in the AT&T Wireless Network

·             Developing and updating Method of Procedures (MOP) for installation, integration, test and administration of Tektronix G10 probe

·             Configuration and customization of the Tektronix G10 probe to customer’s specifications

·             Conducting system acceptance testing with customers

·             Providing support to Sales through deployment of field trial systems

·             Interfacing with Tektronix engineers across various departments to resolve issues and to share technical data

·             Training the customer on usage and administration of the Tektronix G10 probe

·   Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)

 

TAC/Backhaul Engineer, Worldlink/Samsung, Frisco, TX. 10/2012 – 07/2013

·             Handled technical escalations from various customers regarding Samsung Telecommunication equipment deployed in the Sprint network and provided resolutions for the issues

·             Provided an in-depth analysis and troubleshot issues including escalations to engineering as required

·             Managed Sev1 and Sev2 issues for the customers; Assisted in developing, revising and executing MOP's

·             Troubleshot network connectivity issues between the Cisco ASR 9000 router (at the core) and the Cisco MWR2941 and ASR901/903’s (at the cell site) and its configurations

 

Technical Support Engineer, Ericsson, Richardson, TX. 05/2011 – 10/2012

·             Provided Technical support to Verizon customers, partners and resellers on the Core platform (XA-Core, VSE, SPM, CNM, CBM, CMT, GWC and PGMSC)

·             Recommended problem resolution plans by developing trouble-shooting methodology with no impact to the customer network

·             Other duties included, mentoring junior engineers and engineers from Ericsson, Mexico, managing cases via SMS, and effectively handled difficult situations under stressful circumstances

 

Technical Assistance Center (TAC) Engineer, Huawei Technologies, Richardson, TX. 01/2009 – 05/2011

·             Worked with external customers, product development and verification teams, project management, marketing teams and contractors at various Huawei sites around the world

·             Troubleshot hardware and software issues and identified network applications issues

·             Provided detailed information on how to configure and upgrade wireless products

·             Used trouble ticket system for tracking customer interactions and issue resolutions

·             Evaluated customer concerns and resolved problems to customer satisfaction; followed up with customer to ensure first call resolution; achieved and delivered 100% customer satisfaction

·             Provided exceptional customer service and technical support for internal and external wireless product customers

 

CS2100 Verification Engineer, Nortel Networks, Richardson, TX.  2007 – 2008

·             Created test plans and test cases from design documents to ensure feature validation

·             Performed manual regression testing; documented and reported product deficiencies

·             Maintained knowledge of Defense Switch Network (Autovon) functionality, Succession OAM devices, and Succession gateways

·             Performed IP Telephony testing involving SIP and H.323 data communications protocols

·             Feature prime of BCM/SRG50 Rls. 3, IVD Regression package, and SIP Regression prime for the 1140 and 1120 IP sets

 

Technical Support Engineer – CDMA - MTX, TAS. Nortel Networks, Richardson, TX. 2004 - 2007

·             Provided technical support for the installed base as well as new deployment of Nortel’s Wireless CDMA System in the Global Market place. Worked under minimum supervision to analyze and correct technical problems that had occurred in a customer’s network

·             Knowledgeable of end to end CDMA systems, including MTX, SDM, SPM, AMA, Translations and Customer service skills

·             Worked closely with customers and appropriated internal Nortel product support groups to achieve problem resolution in a timely and accurate manner per RQMS standards

·             Other duties included: managing / tracking customer issues which were reported after hours, assisted Emergency Recovery on CDMA MTX components when requested and provided timely and accurate case updates to customers’ cases

 

Verification Engineer, Multimedia Communication Server, VoIP. 2003 – 2004

·             Tested GUI applications in Windows 2000, NT, 98 and 95

·             Developed test plans and test cases for software feature testing of an IP Telephony network which was related to the processing of telephone calls through the network.  Software testing was white box in nature since all code was developed “in-house”

·             Performed IP Telephony testing involving SIP and H.323 data communication protocols, via MCS 5200

 

Product Verification Engineer, Wireless Internet – GPRS/UMTS 2001

·             Was responsible for Product Verification of billing records on the Shasta BSN 5000

·             Verified billing records in ANSI.1 format and against specification 3GPP

·             Conducted System Integration testing with: Tekelec box, Contivity extranet, Shasta, Passport and the Service Accounting – Charging Gateway Function

·             Constructed call processing test cases via the GAP automated test tools

 

Senior Solution Integration Engineer, IPConnect – CS3K 1999-2001

·             Verified the functionality of IPConnect products such as the MGC, PVG, CVX and Preside

·             Provided leadership to the junior testers and provided recommendations to upper management on the direction of testing and the utilization of various tools

·             Analyzed, developed, and executed comprehensive test plans and test cases for verification of IPConnect call processing, Operations and Maintenance, capacity, and performance in an integrated Voice over IP Network

 

Product Test Engineer, DMS500 1997-1999

·             Performed as a team leader in generating functional test plans and test cases from design documents to ensure feature validation via inter-working trunks

·             Performed manual regression testing; documented and reported product deficiencies

·             Supported testing of software updates (via ONP) and patches as required

·             Additional responsibilities included PSWE Lab Coordinator, CODATA Coordinator, and Sanity/ONP Prime

 

Product Test Engineer, MSL100 1994-1997

·             Developed Product Test Strategy

·             Created test plans and test cases from design documents to ensure feature validation

·             Performed manual regression testing. Documented and reported product deficiencies

·             Analyzed testing results and recommended corrective actions

·             Additional responsibilities included lab Coordinator, Switch Scheduling Prime, author of two ISO documents and mentoring

 

Switch Technician, DMS100 Specialist (Civilian Workforce), United States Air Force, Kelly Air Force Base, San Antonio, TX.  1992-1994

·             Manager of ‘Lines Area’ over six military personnel

·             Responsible for troubleshooting all military and commercial voice and data long line circuits for Kelly Air Force Base, East Kelly, Security Hill and Lackland Air Force Base

·             Tested, turned up, and maintained internal dial tone services

·             Maintained integrity of MDF and IDF locations to include running cross-connections with both solder and wire wrap terminations

·             Created, troubleshot, repaired, and closed helpdesk trouble tickets

 

Switch Technician, MSL100, United States Army, Fort Buckner, Okinawa, Japan                                 1990-1992

·             Shift supervisor over six U.S Army MSL100 Technicians

·             Performed maintenance actions on a MSL100 Digital Switching System, battery backup system to include rectifiers, T-carriers and DE4 Channel Bank equipment

·             Installed software patches and other maintenance actions in accordance with Northern Telecom Incorporated instructions

·             Maintained and operated over fourteen hundred trunks servicing the Pacific

·             Troubleshot and resolved hardware and software problems

 

EDUCATION

 

Technical Certificates available upon request.

 

ISO 9001 Knowledge and audit skills.

 

Approximately 30 credit hours towards a telecommunication degree have been earned at: University of Maryland, European and Asian Division and Our Lady of the Lake University, San Antonio, Texas

 

AWARDS

 

Received numerous Spot and Stock Awards; Letter of Appreciation and Employee of the month

 

MILITARY

 

United States Army, 1140^th Signal Battalion, USAISC-CZ, Secret Clearance, 1986-1992