KEVIN CHEN

4509 Burnhill Dr, Plano, TX 75024, USA

+1(972)836-7599   kc6785@gmail.com

Career Profile

·               Technical Consultant, System and Support Engineer, Technical Team Lead/Manager with over 18 years of experience in telecom/datacom and Information System industry, including solution consulting, pre/post sales technical support, product verification and software development.

·               Good organizational, communications and leadership skills.

·               Strong working knowledge of wireless, 3G/4G, CDMA, LTE, UMTS, VoIP, Media Gateways, IMS, NGN, SIP, MPLS, VPN, SS7/SIGTRAN, IPTV, OSS, Fault Management, Performance Monitoring/Management, Service Assurance, Provisioning, QoS, SLA, Unix/Linux admin, Perl and shell scripting.

Experience

Samsung, Richardson, TX, USA2011--Present

Technical Support Team Lead/Manager

·               Lead a team of tier-2 support engineers to provide product support for Samsung’s wireless core network equipments to customer (Sprint). Join emergency sessions to support resolution of issues related to Samsung switches. Attend troubleshooting sessions to diagnose customer issues, and perform necessary call traces. Liason with tier 1 and tier 3 teams as well as communicate with customer to manage the customer tickets. Support new software release rollouts, including lab regression testing, documentation, participating field upgrades. Support the migration of Sprint legacy CDMA network to Samsung CDMA network, including conducting pre-migration field tests of inter-vendor hard handoff with ALU, Ericsson/Nortel switches, as well as conducting TDM trunk cutover.

·               Working knowledge of CDMA, IS41, SIP, Megaco, ISUP, M3UA, Sigtran/SS7, LTE, etc.

Acmetronix, Plano, TX, USA2009--2011

Technical Consultant

·               Provided technical support for sales of electronics and telecommunication components. Determine customer requirements; cooperated with manufacturing to ensure customer requirements are met; participate in trade shows and other marketing activities.

Infovista, Addison, TX, USA2007--2009

Solution Consultant

·               Provided technical consulting for Infovista’s service-centric performance management solutions for telecom/IT network infrastructure. Determine customer requirements; provide demonstrations of corporate solutions; provide tailored technical design per customer requirements; implement proof-of-concept field-trials; participate in trade shows and other marketing activities.

·               Working knowledge of performance monitoring, baselining, aggregation, trend analysis, SLA management, capacity planning, VMWare, Windows Server, SQL Server.

Tektronix (formerly Inet Technologies), Richardson, TX, USA2003--2007

Solution Consultant

·               Provided technical consulting and marketing support for Tektronix’s network proformance/service assurance and testing solution for telecom/datacom/wireless/VOIP networks in both Asia and U.S. Gathered customer requirements; provided tailored technical design per customer requirements; troubleshot equipment and system problems remotely or on-site; participate in trade shows and other marketing activities.

·               Responded to customer RFIs/RFPs in timely and comprehensive manner, conducting successful Proof of Concept (POC) field trials, and developing competitive bidding strategies with account managers.

·               Responded to crises of customer satisfaction and acceptance issues, understood customer problems through on-site visits and effective communications, provided expedited support and feedbacks, resulting in improved customer satisfaction and retention of several key customers.

·               After company merge, trained Asia-Pacific local account managers, application engineers and channel partners on Inet products, resulting in jump start of Asia-Pacific sales.

·               Initiated new process with team of ~40 application engineers for market technical requirements gathering and processing using web tools. Collected market requirements from global sales team; sorted requirements against market/technology trends and customer opportunities; influenced product roadmap with consolidated market view.

·               Managed and conducted NPI training program for ~40 application engineers and ~50 account managers globally for Tektronix’s Spectra2 protocol tester products, resulted in all AEs/AMs being trained to sell new product features before or at feature releases.

·               2004 MTV (Monumental, Terrific, Valuable) Contributions award by Tektronix

Santera Systems (GenBand), Plano, TX, USA2000--2002

Senior Software Engineer

·               Project team lead for various features of Santera’s next generation switch products.

·               Ensured timely completion of projects through well organized project plan creation and execution.

·               Wrote feature specification, high level design, and detailed design documents.

Nortel Networks, Richardson, TX, USA1995--2000

Systems Engineer

·               Provided system engineering consulting service and support to external and internal customers.

·               Worked on various projects including: network planning and sizing, system integration, capacity engineering, system modeling, traffic pattern analysis, performance analysis.

·               Constantly interfaced with customers, product line management and design teams to understand project requirements and present project deliverables.

·               4 Awards of Merit for Excellence by Nortel Networks.

Education

MS Electrical Engineering -- Rutgers University, New Jersey, USA

BS Electrical Engineering -- Tsinghua University, Beijing, China             

Additional Skills

·               3G, 4G, CDMA, LTE, IP routing/switching, Carrier Ethernet, MPLS, LAN/WAN, Wi-Fi, WLAN, ATM, Netflow, Cisco router/switch;

·               Server virtualization, VMWare vSphere, UNIX, Perl/shell scripting, Oracle, Javascript;

·               C/C++, C#/VB/ASP.NET, Java, SQL Server; UML, OO analysis/design, HTML, Javascript, VB/VB script, XML, web application, web service, SOAP, distributed systems, cloud computing, Excel(VBscript,functions), Access.