Candidates About

Richard Evans

SUMMARY:  An accomplished, innovative, quick-learning leader with extensive experience in Voice Networking Support, Software Quality Assurance, Telephony Testing, and System Integration. Highly motivated to improve processes, procedures, and documentation.  A true liaison among Product Development, Support, Quality Assurance, IT, and Management.

SKILLS:

•  Cisco Voice Routing/Networking                  •  Android and iOS Mobile Testing                   •  Automation Testing: Access Engine, Triton, Hammer

•  IVR/Audio/Video Testing                                              •  Avaya S8300 Server                                                       •  UNIX/Linux/vSphere ESXi                               

•  Project Management                                                      •  SIP, H.323, ISDN, MGCP                                              •  Cisco BE4000, 4400, 4300, 3900, and 2900 ISRs         

•  Rational ClearCase/Quest                                             •  HP OpenView/Quality Center                       •  Dialogic/NMS/NIM2 (Pegasus)

ACHIEVEMENTS:

•  Achieved highest customer satisfaction rate in Cisco Boxborough, MA.

•  Generated over $225k in sales leads on multiple support service requests in a non-sales role.

•  Created, and implemented a complete Sanity Test Suite for Comverse Media Server for SIP, SIP-Video, H.323, H.324M, & SS7.

•  Received multiple Comverse recognition awards for Systems Integration Excellence.

•  Conceived, created, and implemented a local disk-imaging system at Comverse and L&H, cutting system-building time by 90%.

PROFESSIONAL EXPERIENCE:

CISCO SYSTEMS – MULTI-SERVICES VOICE                                                                                                                                                               2017-2018

Voice Network Support Engineer – Backbone Team - Contract

•  Supported Worldwide Cisco Partners and Customers in live, WebEx troubleshooting of complex, critical voice networking issues.

•  Assisted Cisco partners and customers in installation, configuration, and troubleshooting of Cisco ISR/ASR voice routers.

•  Partnered with customers and Cisco partners in analyzing intricate logging and configurations for multiple telephony protocols.

•   Regularly gathered IP Packet/PCM captures, and CUCM trace files for detailed routing and media quality analysis.

•   Collaborated with worldwide technology teams for complete, end to end customer support.

•  Wrote, reviewed, and edited internal Customer Support reference documents and instructions.

•  Owned and/or Collaborated on over 350 Service Requests; with 100% customer satisfaction (5/5) on all survey results returned.

COMVERSE – MEDIA SERVER GROUP / LOCALIZATION                                                                                                               2004-2016

Sr. Software Quality Assurance Engineer – Development Integration, InSight4 Localization

•  Lead Engineer for Comverse’s Media Server (MS) System Integration group.

•  Tested MS capabilities on Android and iOS mobile and virtual clients for Comverse’s ECS app (RCS).

•  Tested SIP, H.323 & H.324M (Pegasus Video), SS7, ISDN, and other telephony protocols.

•  Trained and led system test group engineers in building and maintaining, and testing of integrated enhanced voicemail systems

•  Specialized in installation, configuration, and testing of O.M.A.P. (Operations, Maintenance, and Alarms Processing) including:

    Voice-activated Dialing (VAD), Voice Enrollment (VEN), Voice-controlled Voice Mail (VCVM), Voice-controlled Email

    (VCEM) Web Enrollment (WEN), Alarms, Redundancy, and other enhanced wireless features.

•  Created/Lead Test Plans, created, tested, reviewed, updated, and maintained internal and external documentation: Integration, System, and Regression Test-Cases for positive and negative testing, System Installation Documentation, System Topology, and System Test Operational Procedures.

                    (Received multiple recognition awards for dramatically improving installation and configuration documentation.)

•  Found and reported software defects both at the component and system integration level using Rational ClearQuest defect-  

    tracking – local and web-client.

•  Served as an excellent liaison among Software Development, Quality Assurance, and HelpDesk/IT.

LIBERTY MUTUAL – PORTSMOUTH, NH                                                                                                                                                                                                       2003

Project Manager, Voice over IP Conversion - Contract

•  On-site technical manager for Voice over IP telephony roll-out of 275 local sales offices nationwide.

•  Determined telephony trunking needs, ordering, and configuring of CO, T1, and MBL lines for advanced call-flow.

•  Configured LAN Switches, Routers, VoIP Boards, and Intuity LX Systems for each office.

•  Coordinated conversion activities with all roll-out contacts including:

♦  Local Exchange Companies: Verizon, Sprint, AT&T, Bell South, SBC, Alltel, etc.

♦  Avaya project managers, trainers, and technicians

♦  Electrical, Telephone, and Data-Network technicians

•  Managed telephony system cutover on-site, leading all cutover and live-day installation and testing activities.

COMVERSE - SPEECH PORTAL DIVISION                                                                                                                                                        2001-2003

Software Quality Assurance Engineer – Development Integration, InSight4 Localization

•  Specialized in installation, configuration, and testing of O.M.A.P. (Operations, Maintenance, and Alarms Processing) including:

    Voice-activated Dialing (VAD), Voice Enrollment (VEN), Voice-controlled Voice Mail (VCVM), Voice-controlled Email

    (VCEM) Web Enrollment  (WEN), Alarms, Redundancy, and other enhanced wireless features.

•  Integrated multi-site software releases for System Test environment (Tel Aviv, Woodbury, NY, Andover, and Cambridge, MA).

•  Found and reported software defects both at the component and system integration level using Rational ClearQuest defect-  

    tracking – local and web-client.

•  Led the relocation effort of 100+ test systems from Andover facility to Wakefield.

                    (Received highest recognition award for minimal downtime.)

LERNOUT & HAUSPIE SPEECH PRODUCTS                                                                                                                                                                 1999-2001

2000:  Software/Systems Engineer

•  Built and maintained development laboratory for telephony development group (including: Windows NT, 2000, 98, and ME,

    Linux 6.2, 7, Solaris x86 2.7- 8, Solaris Sparc 2- 8, SCO UnixWare 7.1, and Digital AIX UNIX).

•  Designed network topology for QA and Development build and test labs, of above OS’s.

•  Supported L&H software developers using Rational ClearCase and L&H telephony software development kits  (SDKs).

1999:  Developer Support Engineer

•  Taught TTS/ASR programming concepts and application development classes for customers at L&H Customer Centers.

•  Tested SDKs on various platforms, logging defects and writing Tech Notes in support databases.

•  Designed and implemented customer training suites for customer centers in Burlington, MA and Burlingame, CA involving:

♦  Building a 20+ workstation multi-OS environment including Windows 2000, NT, ME, 98, and 95

♦  Designing and maintaining a Windows NT private domain network

♦  Imaging OS’s for duplication of clean OS and quick rebuilds

•  Created, and implemented customer training procedures for U.S. Customer Centers.

NORTH SHORE COMMUNITY COLLEGE                                                                                                                                                                      1997-1999

Computer Class Instructor

•  Conceived, developed, and taught a computer skills course for S.W.I.M.M.E.R.S., a program to reach inner-city youths.

•  Substituted for college professors as needed for computer classes.

EDUCATION:

North Shore Community College

•  A.S. in Computer Programming for Business, June 1999, with highest honors.

•  Pursuing Cisco Certified Network Administrator Certification (CCNA)

•  4.0 GPA in all computer/network-related classes, 3.94 overall.

•  National Dean’s List/Phi Theta Kappa Honors Society.

•  Sole Winner of 1999 Honors Career Award for Computer Science.