Barry Rafferty
5ESS Technical Support Engineer
Phoenix,AZ
Summary
5ESS Technical support professional with robust background in troubleshooting, network configuration, and customer service. Known for strong analytical skills and effective communication in high-pressure environments. Consistently collaborates with teams to solve complex issues and adapts to dynamic technical requirements. Skilled in system diagnostics, software installation, and debugging software and database issues.
Overview
39
39
years of professional experience
Work History
5ESS Technical Support Engineer
Telecom Network Solutions LLC
Phoenix, AZ
12.2010 - Current
- Provide remote 5ESS Technical Support for clients in Mexico and Aruba (INTL Software Release), and Dominican Republic (NAR Software Release), ensuring timely resolution of software, database, and hardware issues.
- Serve as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Enhance customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintain clear communication channels with clients throughout the troubleshooting process with Salesforce Nokia Case tracking system, ensuring transparency and trust.
- Research and identify solutions to technical problems.
- Diagnose and troubleshoot hardware, software, database and network issues.
5ESS Technical Support Engineer
Tess Communications
San Diego, CA
01.2003 - 12.2010
- Provided remote technical support to resolve issues for 5ESS customers in Mexico (Telmex/Telnor/Maxcom/Megacable)
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software, database and network issues for Mexico customers.
- Traveled to customer sites to perform Software Upgrades and blitz debugging sessions.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
Director of Network Operations
Juice Networks
San Diego, CA
01.2002 - 12.2002
- Worked with Software Developers at startup company to develop Service Control Point (SCP) with Advanced Intelligent Network (AIN) Services .
- Developed Customer Acceptance test plans for interfacing with Lucent 5ESS and Nortel DMS 100/500 Service Switching Points (SSP).
- Built TCAP AIN messages and test scenarios using INET Simulator/Tester.
- Coordinated testing of Juice SCP AIN0.2 services software and executed pre-programmed test scenarios using INET's SS7 TCAP AIN emulator.
- Participated in first on-site installation of Juice SCP platform at co-location facility in Atlanta, GA.
5ESS Technical Support Manager
Alcatel-Lucent
Tijuana, Mexico
12.1999 - 12.2001
- Local 5ESS Technical Support manager for Tijuana, Mexico office.
- Managed activities of Local 5ESS support team to support 5ESS offices in Tijuana, Tecate, Mexicali, and San Quintin Mexico (5 Central Offices).
- Prepared monthly reports and attended monthly meetings with customer to present status of closed and pending tickets.
- Coordinated Software Update activities of Local Team and participated in on-site Software Updates.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Contributed to company growth by identifying upsell opportunities during client interactions and coordinating closely with sales teams.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
5ESS Customer Technical Support Engineer
Lucent Technology
Naperville, IL
11.1993 - 08.1999
- Worked as Tier 3 Technical Support Engineer in group that supported customers in Mexico, Guatemala, El Salvador, and Brazil.
- Participated in on-site SS7 MTP Certifications in Brazil and China. Traveled to customer laboratory locations and worked directly with customers to certify 5ESS SS7 MTP which was required to operate 5ESS offices in their network.
- Executed MTP certification tests using MGTS testing platform.
- Documented faults and bugs for referral to development staff for use in updates.
- Performed root cause analysis of reported issues to enact corrections.
5ESS Software Development Engineer
AT&T Bell Laboratories
Naperville, IL
12.1988 - 11.1993
- Worked in 5ESS SS7 MTP software development group designing and coding MTP features for 5ESS.
- Feature Engineer for 5ESS Multiple Point Code Feature (MPC) to enable 5ESS to function at multiple SS7 Point Codes simultaneously.
- Feature Engineer for Quad Packet Handler (QPH) feature. Designed and coded QPH feature to work with 5ESS Quad-link Pack Switch (QLPS) CM unit.
- Developed reusable code libraries to expedite future development efforts, reducing time-to-market for new features.
5ESS Lab Support Engineer
AT&T Bell Laboratories
Naperville, IL
12.1986 - 12.1988
- Worked with Hardware and Software developers to provide functional 5ESS Lab environment to test new hardware and software.
- Executed routine diagnostics of 5ESS lab hardware to ensure reliable environment for software and hardware testing.
- Established a safe working environment by strictly adhering to safety protocols and providing regular training sessions for staff.
- Spearheaded process improvement initiatives, resulting in increased productivity and cost savings for the lab team.
- Optimized lab resources by effectively managing inventory, minimizing waste, and ensuring proper use of consumables.
- Installed new hardware and software as needed to support new feature and functionality testing.
Education
Master of Science - Computer Science
Illinois Institute of Technology
Chicago, IL12.1991
Bachelor of Science - Electrical Engineering Technology
Purdue University
West Lafayette, IN 05.2001 -
Skills
Customer Technical support for 5ESS Switch System
Technical troubleshooting
Network troubleshooting
Problem-solving
Teamwork and collaboration
Remote support
5ESS Hardware troubleshooting
System troubleshooting
Software troubleshooting
Accomplishments
Earned Distinguished Member of Technical Staff (DMTS) status at AT&T Bell Laboratories.
Graduated from Purdue University with Distinction Honors.
Timeline
5ESS Technical Support Engineer
Telecom Network Solutions LLC
12.2010 - Current
5ESS Technical Support Engineer
Tess Communications
01.2003 - 12.2010
Director of Network Operations
Juice Networks
01.2002 - 12.2002
Bachelor of Science - Electrical Engineering Technology
Purdue University
05.2001 -
5ESS Technical Support Manager
Alcatel-Lucent
12.1999 - 12.2001
5ESS Customer Technical Support Engineer
Lucent Technology
11.1993 - 08.1999
5ESS Software Development Engineer
AT&T Bell Laboratories
12.1988 - 11.1993
5ESS Lab Support Engineer
AT&T Bell Laboratories
12.1986 - 12.1988
Master of Science - Computer Science
Illinois Institute of Technology