Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

SAMPADA GOLE

Newcastle,WA

Summary

Resourceful Senior Support Engineer skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Successful 9-years record of building positive relationships with internal and external stakeholders.

Overview

10
years of professional experience
2
years of post-secondary education

Work History

Flowroute - A BCM One Company
Seattle, WA

Senior Support Engineer
10.2019 - Current

Job overview

  • Demonstrated ability with: 1) Solving network connectivity issues, with an understanding of Networking protocols (i.e., TCP/UDP, IP, basics of SSL/TLS, NAT-T, port forwarding) 2) Open-Source VoIP applications and tools such as HOMER SIP, SNGREP, Wireshark, Neustar as well as software and project management tools such as Trello, Interana, Confluence, Jira, Kibana 3) VoIP systems and IP Protocols and Excellent troubleshooting skills
  • Experience troubleshooting and strong understanding of IP telephony (VoIP), and related protocols (SIP, RTP, SDP) along with RFC3261 for SIP
  • Served as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature
  • Hired, developed, supported, coached & enabled a team of Support Engineers, TAMs and our organization on Support
  • Engineering best practices, clearly defining team goals and initiatives and ensuring SLA commitments are met
  • Provided leadership, coaching, technical guidance, performance feedback and growth opportunities to the team
  • Worked in a collaborative environment and partnered with other teams like product, software dev & business teams to coordinated rollouts of new products and to drive a project from idea to execution
  • Applied data-driven approach to identify process improvements and opportunities to better serve customers

Tableau
Kirkland, WA

Technical Support Engineer
07.2019 - 10.2019

Job overview

  • Collaborated with Tableau Server & Desktop clients via phone, email, WebEx to troubleshoot and resolved technical issues associated with content management, publishing, user interface, view rendering and all other front end related problems
  • Acted as the primary technical liaison between customers and other Tableau departments as issues are resolved
  • Contributed to Tableau knowledge, community, and training resources.

Russell Investments
Seattle, WA

Production Support Engineer
10.2018 - 12.2018

Job overview

  • Provided timely support for issues regarding Russell enterprise data including data analysis, setup, troubleshooting, data queries, data changes and reporting thus ensuring that Russell systems are fully supported 24/7
  • Ensured that quality assurance and testing of systems are accomplished prior to moving changes to production
  • Partnered with our DevOps team to implement SQL deployments through Octopus

AIR Worldwide
Boston, MA

Technical Analyst
10.2014 - 09.2018

Job overview

  • Acted as technical liaison to AIR’s customers managing implementation, installation & deployment of core AIR products
  • Provided technical expertise and leadership to the AIR Technical Services group on Production issues
  • Detected, diagnosed, and resolved problems during product installation and provided production support to clients
  • Provided MS SQL server support by executing queries, profiling, back-up & restore and troubleshooting client issues

Grandstream Networks
Boston, MA

Technical Support Engineer-Intern
01.2013 - 08.2013

Job overview

  • Created test plan, test cases and test procedure with senior technical support engineers, conducted tests independently
  • Operated & maintained company IT infrastructure like IP PBX, SIP Proxy, shipping & Customer Support System
  • Troubleshooted customer’s technical enquiries regarding product and resolved their issues via email or phone calls.

Education

Northeastern University

Master of Science from Telecommunication Systems Management
09.2012 - 08.2014

University Overview

Skills

TECHNICAL SKILLSundefined

Timeline

Senior Support Engineer
Flowroute - A BCM One Company
10.2019 - Current
Technical Support Engineer
Tableau
07.2019 - 10.2019
Production Support Engineer
Russell Investments
10.2018 - 12.2018
Technical Analyst
AIR Worldwide
10.2014 - 09.2018
Technical Support Engineer-Intern
Grandstream Networks
01.2013 - 08.2013
Northeastern University
Master of Science from Telecommunication Systems Management
09.2012 - 08.2014

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SAMPADA GOLE