Trend Controls
Role : Senior Technical Support Engineer 2nd line
Location : Horsham, West Sussex, United Kingdom
Employment Dates : August 2018 to Current
Trend is one of the world’s leading Building Energy Management Systems manufacturers, with a worldwide distribution and support network covering over 50 countries. Its fully integrated control solutions are able to meet the most complex requirements of modern buildings.
Employed as 2nd line support engineer I am part of a 4 man team dealing with calls escalated from the 1st line support team which have been logged in Salesforce. The calls are coming in from engineers who are having problems with either the Trend software or hardware. With my background in software support I was brought onto the team to primarily focus on supporting the new supervisor software IQVision which is based on the N4 Tridium platform. With my knowledge of databases I also found my self investigating, fixing and writing SQL scripts for the legacy supervisor tool 963 which has an SQL Server 2012 back end. Any issue I was unable to resolve were either escalated to 3rd line support team or logged as a bug in the Jira system.
MCM Solutions
Role : Software and Hardware Testing and Customer Support Engineer
Location : Horsham, West Sussex, United Kingdom
Employment Dates : September 2017 to August 2018
MCM Solutions are the creators of the Detego® Unified Forensics Platform, an end-to-end suite of modular digital forensics tools which are used globally by Military, Law Enforcement, Intelligence Agencies and Enterprise Organisations. With today’s investigators faced with an onslaught of digital devices and the corresponding mass of data that’s created, Detego® has become the go to toolset to rapidly acquire, analyse and act on evidence and intelligence.
Working at a small company such as MCM solutions the role started of primarily testing the hardware and software solutions provided by the company and supporting those solutions to the end customer. With the knowledge of how the products worked I was then also called upon to prepare and deliver a number of training courses locally and aboard.
Teoco
Role : On-Site Software\Application Support Engineer
Location : Seattle, Washington, United States of Amaerica
Employment Dates : January 2014 to November 2016
TEOCO improves how communication service providers manage their networks and their business. With offices across the U.S. and the world, Teoco are a leading provider of analytics, assurance and optimization solutions to over 300 communication service providers – including mobile, fixed, and next generation networks and equipment manufacturers. TEOCO’s suite of software solutions reduces operational costs and improves network quality by delivering real-time, actionable insights into device, network, service and business performance.
Aircom International was acquired by TEOCO in December 2013 but I continued to do the same role as I did for Aircom International.
Aircom International
Role : On-Site Software\Application Support Engineer
Location : Seattle, Washington, United States of Amaerica
Employment Dates : September 2006 to December 2013
AIRCOM International is a telecom network management consultancy firm focusing on end-to-end network planning, sharing, outsourcing, and OSS optimization for IP and cellular networks.
T-Mobile US purchased a number of software solutions from Aircom and with this deal wanted on site support. I then moved to Seattle Washington to fill one of the two roles as T-Mobile were our biggest customer and largest software deployment at the time. My role was to deploy, maintain and test the software along with being the main contact for the end user to report problems and questions to. The software was deployed over a Citrix with an Oracle back-end.
Aircom International
Role : Software Support Engineer
Location : Dallas, Texas, United States of Amaerica
Employment Dates : January 2006 to August 2006
AIRCOM International is a telecom network management consultancy firm focusing on end-to-end network planning, sharing, outsourcing, and OSS optimization for IP and cellular networks.
Switching roles within Aircom I moved into the application\software support team based in Dallas Texas. This new role involved myself being a point of contact for our US based customers to report software or software deployment issues. Any problems I would then log and try to fix or escalate to relevant department to seek solutions.
Aircom International
Role : Software Testing
Location : Leatherhead, Surrey, United Kingdom
Employment Dates : September 2004 to December 2005
AIRCOM International is a telecom network management consultancy firm focusing on end-to-end network planning, sharing, outsourcing, and OSS optimization for IP and cellular networks.
Employed in the software testing department my role was to test new releases of the software and report any bugs or problems to the development team. Once any issues had been addressed I would then test to fix to make sure we would get the correct results.