Joseph (Joe)'s Answer

*Determined equipment requirements, including power and vendor equipment, for complex telephone switching systems through direct interface with external customer, and issued job specifications to drive manufacturing to build product, with follow-up that resolved problems affecting sales, marketing, manufacturing, installation and the customer.
*Technical Account Manager/Customer Service - Liaised between Nortel sales, marketing, customer service, quality, installation, and corporate management for a major telephone company and addressed issues that solved problems related to switching products.
*Troubleshooting - Troubleshot digital switching equipment and provided solutions to system problems prior to placing in-service, both remotely and on-site, that kept projects on schedule
*Issued engineering procedures to introduce new hardware and software products, including VoIP, into the engineering processes as key member of multi-functional team, and trained/mentored other engineers, that resulted in being considered subject matter expert by management.
*Training Coordinator - Developed technical training curriculum on new hardware and software products introduced, and conducted training to peers and management that updated skills and provided uniform information on how to handle operational questions from users.
*Customer Service/Building Relations - Provided technical support and solutions to problems that built positive relations and great customer service with inside staff and external customers.