Information Technology Support Engineer

Joseph Fang

San Diego, CA *****

Home: 858-***-****

ad8ba8@r.postjobfree.com

Objective:

Searching for an IT/SW Support Engineer position from an innovative organization offering career advancement in Information Technology

Technical Skills:

Windows 11/10/7, Win server 2016/2012/2008, MacOS, Linux, Android

BASH, Python, C/C++, Visual Basic, JSON/XML, HTML, Auto CAD

MySQL, MS-SQL Server 2012/2008, Oracle, IIS, Apache/Tomcat

LAN/WAN/WLAN, TCP/IP, DHCP, DNS, AD, VPN, VLAN, NAT, SIP, SSH, FTP

802.11 a/b/g/n/r/u/ac/ax, 802.1x, Wi-Fi Direct/Miracast/Passpoint, DLNA, BT

OmniPeek, Wireshark, BT/USB Protocol Analyzer, iPerf, IxChariot, TCPDump, NAS, VMWare, Hyper-V, QPST, QXDM, MatLab, SecureCRT, JTAG, Oscilloscope, Spectrum Analyzer, Multimeter, Agilent 8960, Silk, Acronis, HP ALM Quality Center, JIRA, Bugzilla, TortoiseSVN, Bitbucket, Bamboo, Zendesk

AWS, S3, Dynamo DB

Trainings:

Android; Unix and Shell Programming; Oracle SQL & SQL/Plus; Maestro; Unix System Administration; MS SQL Server 2000 Administration & Design; Windows 2000 Server Administration; CCNA-ICND1, CDMA, IP & VPN, VoIP, WiMAX

Six Sigma - Yellow Belt; Agile

21 CFR Part 11 and 820; ISO 13485 and 14971; IEC 62304

Certifications:

MCSA (Microsoft Certified Systems Administrator), MCP

Employment:

Zoom, Remote

Service Engineer (3rd level Technical Support) 09/21 – 02/23

Provided 3rd level customer support for SaaS products on incidents from PC/mobile platforms (Windows/macOS/iOS/Android) with SW/HW log analysis, DB records checkup, troubleshooting, reproduction and work with developers to resolve complex reported issues

Supported requests covering SW/HW installations, configs & upgrades, network connectivity and performance analysis on audio/video/file sharing issues, firewall/security/MDM policy & configs, email/calendar integration and configs, 3rd party vendor’s SW/HW integration & management, PC/mobile devices/Peripherals configs and compatibility, new Feature Requests submissions

Created online knowledge-based articles to help internal teams in troubleshooting customer reported issues and references searching; composed RCA (Root Cause Analysis) reports for critical issues upon the requests from customers

Participated in various internal group discussions regularly for tech information sharing/exchange, external customer/vendor support meetings, war room troubleshooting sessions for emergent issues

Built and maintained testbed made up of various OS and Zoom Rooms types, consumer device types and 3rd party SW/HW to replicate customer issues

Performed on-call duty for weekends and holidays hours

CommScope, San Diego, CA

WLAN SW Test Engineer 01/20 – 04/20

Built and maintained wireless test network composed of PC/servers, APs, Controllers, Gateways to execute WLAN testing as per WFA 802.11 EasyMesh specifications

Created test scenarios for mesh wireless systems based on 802.11ax (Wi-Fi 6) including design verification and production validation

Completed functional verification of SW features, performance testing, automated Conductive RvR (Rate vs Range) testing and usability testing

Translated SW requirement specifications into test plans and test cases to focus on MAP (Multi-AP) enabled features, analyzed test data and filed SW defect reports on Jira, collaborated with developers to troubleshoot and debug reported system issues

Abbott, San Diego, CA

Sr. SW Test Engineer 06/18 – 05/19

Joined SW requirements & functional design specifications reviews, test planning and preparation, peer-review on test documents composed; created and modified test bed configurations and test documents after the requirements changed

Created and/or modified SW Validation and Verification test protocols/scripts based on the requirements for Qualification documents including IQ/OQ/PQ, Traceability Matrices and Summary Reports; worked with QA team to have test documents reviewed, verified and approved for official master test DB records prior to the start of test conduction

Executed SW/FW verification, validation, regression and performance testing for embedded medical device SDLC, performed dry run and offered SW/FW release approval, conducted embedded C code run on IAR Workbench debugger, ran SQL queries on MS-SQL server for test results verification

Filed FW/HW defects and enhancement reports on Jira, worked closely with SW/FW development teams to debug, reproduce and root cause customer reported issues

BD, San Diego, CA

SW Quality Engineer 08/16 – 09/17

Provided SW Validation &Verification on Infusion based embedded device features prior to manufacture and/or customer releases according to SW design requirements and specifications

Designed, maintained and executed test plans and test cases from requirements on HP ALM; discovered and tracked SW issues with defects tracking database and worked closely with developers for resolution and implementation

Planned and implemented the setup of test environment (virtual machines, clients and back-end servers) to perform functional and performance/stability testing on web app, database verification and integrated SW and HW features

Conducted demos and trainings on device SW update through Wi-Fi connectivity to internal teams, and generated reference documents for test procedures

Qualcomm, San Diego, CA

System Test Engineer 01/16 – 06/16

Executed WLAN automated testing on multiple Android based devices emphasized in stability, network performance and competitive analysis

Produced weekly test reports and system defects filings, debugged and troubleshot SW, HW and network issues in testing and testbed setup

Conducted site survey, roaming testbed setup, test cases design, and automation SW enhancement; ran roaming test with robot to validate various test scenarios and performance comparisons between DUT and competitive devices

Qualcomm, San Diego, CA

System Test Engineer 07/13 – 03/15

Completed system level testing on wireless Performance/Benchmark for WLAN and 4G LTE-U coexistence/interference in multiple scenarios testing

Conducted system test on embedded Linux platform in SOM (System on Module) for Wi-Fi connectivity, security, BT/WLAN coexistence, stability, performance and Wi-Fi Alliance Sigma 802.11n pre-certification testing

Created test setup diagrams, test plans/cases and posted test summary reports; executed manual and automated testing for stability/performance comparison

Captured 802.11n/ac and NAN traffic with Omnipeek and Wireshark, debugged test logs to trace system events and verified tech spec requirements, ran MatLab for test data analysis on multiple test scenarios

Documented test setup, procedures, and SW test tool configurations to Confluence, filed system defect CRs into Jira tracking system, joined daily Agile and weekly Jira triage meetings for project update and bug fixes prioritization

Broadcom Corp. San Diego, CA

System Test Engineer 01/13 – 07/13

Performed WLAN system test of mobile chipsets on Android platform covering Wi-Fi connectivity of 802.11 a/b/g/n/ac, security, BT/WLAN & 3G coexistence, mobile hotspot (softAP), Wi-Fi Direct (P2P), Wi-Fi Display (Miracast – media streaming on TV over Wi-Fi Direct) & DLNA, stability and KPI performance testing

Executed manual and automated testing on SW releases, created bug reports and status report for on-going projects, interacted with developers to work on internal/external reported defects toward reproduction and resolution

T-Mobile USA, Bellevue, WA

Sr. Wi-Fi Test Engineer 07/12 – 01/13

Conducted research and study of latest trends and standards from Wi-Fi Alliance on Wi-Fi P2P (Wi-Fi Direct, TDLS & Miracast) technologies, WBA NGH (Passpoint/Hotspot 2.0) and Smart Grid; presented the study results to T-Mobile for future new product lines consideration

Executed testing, document reviews and strategy planning on new Wi-Fi features to be integrated into T-Mobile devices; ran test assignments on Android and Windows devices

Supported 3rd party to conduct NGH (HS 2.0) trial and product (SW & HW) evaluations; drafted Product Requirements Documents, SW features proposals and Test Documents as required by T-Mobile’s Products Realization procedures

Motorola, San Diego, CA

SW Test Lead Engineer 02/06 – 12/11

Worked on Android phones SW integration testing with duties of sanity and features test executions, verifications and debugging, defects filing to JIRA bugs database, performance testing setup and execution (stress, power management), automated SW testing for stability

Designed and maintained WLAN test networks to incorporate data/voice over Wi-Fi into Android phones testing requirements, setup including DNS, DHCP, Active Directory, RADIUS (AAA) servers, SIP server, IMS simulator, FTP/media servers

Joined design review and test planning, developed test plans and test cases to carry out testing on embedded SW features, Wi-Fi functionality and security verification and debugging, field and location-based testing, power consumption testing, VoWLAN & QoS/WMM functionality and performance verification, VPN/MIP network traffic, DLNA media streaming verification and protocols analysis and troubleshooting

Supported internal User Trial (UAT) and field testing, automated testing using Perl, Raptor and Android tools, set up Wi-Fi pre-certification test bed and ran Wi-Fi/3G combo phone pre-certification testing

Intel, San Diego, CA

SW Test Lead Engineer 10/04 – 2/06

Led SW Apps test teams (on- & off-shore) to conduct BAT, black box, white box and regression testing on various HW and Operating Systems for Centrino products

Trained team members on product features and test cases execution, provided guidance/review in testing cases creation, resolved issues in test bed configurations and HW setup, troubleshot WLAN network traffic problems

Joined SW architecture/requirements document review, SW quality & DCRs (Design Change Requests) plan review and test documents review

Hosted weekly SW Apps test team meeting, collected data and team testing updates for progress indicators, posted test results and bugs report for internal review

Set up, maintained and monitor Wireless LAN including building domain and RADIUS servers, configured various Access Points and test machines to incorporate WEP/WPA/802.11i security standards into wireless test beds

Accomplished advanced wireless security testing with various standards, monitoring network activities and authentication process of security protocols, creating test plan/matrix and executing test cases, filing system defects into bug database, modifying scripts and running automated security testing

Supported Customer Assistance Engineering group to verify and troubleshoot incidents reported by external customers

Intel, San Diego, CA

Wi-Fi Validation Engineer 03/03 – 03/04

Set up and configured Wireless LAN, built RADIUS servers and networks to incorporate WEP/802.1x/WPA, VPN into wireless security test beds

Validated NDIS driver functionality and application software to conform to design specifications and ensured that products comply with both Wired Equivalent Privacy (WEP), 802.1x and Wi-Fi Protected Access (WPA)

Executed test cases (manual & automated on Silk) and reported testing results in systems performance, stress, functionality & wireless security deliverables on various systems (Windows OS, CE & tablet PC)

Filed system defects into Tibet bug database, worked with debug team and developers to reproduce and resolve critical issues; recommended test strategies and program improvements to project managers, developers

Aradiant San Diego, CA

Technical Support 10/02 – 03/03

Provided D-Link products technical support by responding to incoming phone calls from customers regarding issues of WAN/LAN/WLAN, TCP/IP, Security setup

Offered after-sale product support inquiries and provided problem resolution in OS installation/configuration, networking support as well as hardware diagnosis for reported wireless and networking product defects

Education:

University of Texas at Dallas Richardson, TX

M.S. in Management Information Systems

Tamkang University Taipei, Taiwan

Bachelor of Science in Hydraulic Engineering

Personal Information:

U.S. citizen

Received Individual Contribution Award from SBC for outstanding performance

Received High Flyer Award at Intel for high achievement

Received two times Bravo awards at Motorola for outstanding performance

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