Wesley Duhon
Houston,TX
Summary
Remote Support Service Engineer with 15+ years in technical support across EV charging infrastructure, Telecommunications, Enterprise IT and Financial Services excelling in complex issue resolution, SLA adherence, and enhancing customer satisfaction through expert diagnostics.
Overview
16
16
years of professional experience
Work History
Laboratory Manager (Technical Enablement)
ABB, Inc
Sugar Land, TX
03.2020 - Current
- Managed the setup and daily operations of a dedicated EV Charging Laboratory, supporting testing, troubleshooting, and validation processes using advanced testing equipment.
- Oversaw inventory of over 5000 test equipment items and organized workflows to improve support efficiency for engineering and remote service teams.
- Developed, debugged, and optimized software for ARM-based processors used in EV charger controllers, ensuring system stability and hardware compatibility.
- Performed firmware programming, re-imaging, and functional testing of ARM-based control boards to support commissioning, troubleshooting, and advanced swap processes.
- Performed debugging using logs and diagnostics tools to resolve firmware and hardware interaction issues.
- Collaborated with engineering and remote support teams to validate software changes, resolve defects, and reduce repeat hardware or firmware failures.
Remote Support Service Engineer
ABB, INC
Sugar Land, TX
01.2020 - Current
- Provided Tier II/III remote technical support for hardware and software issues, diagnosing and resolving problems using tools like Linux, Salesforce, Zendesk and Grafana.
- Analyzed system logs, telemetry, and configuration data to resolve issues, effectively minimizing service downtime.
- Managed support cases daily through triage, prioritization, escalation, and closure, consistently meeting SLA requirements.
- Assisted clients, field engineers, coordinators, and project managers daily through phone, email, and Salesforce, resolving issues and enhancing communication efficiency.
- Documented troubleshooting steps and resolutions in a shared database, reducing repeat incidents.
- Coordinated system upgrades and provided commissioning support for EV Chargers, implementing configuration changes to enhance operational efficiency.
- Analyzed returned equipment to identify root causes of issues and recommended corrective actions, leading to an increase in return rates.
Field Service Engineer
AT&T
Houston, TX
12.2015 - 12.2019
- Installed, provisioned, and maintained AT&T services including fiber (FTTP), DSL, VoIP, IPTV, and enterprise data circuits for residential and business customers.
- Performed end-to-end troubleshooting of network connectivity issues across fiber, copper, and Ethernet infrastructures, restoring service and minimizing downtime.
- Performed optical power level testing and signal verification for fiber optic lines using OTDRs, light meters, and protocol analyzers, ensuring compliance with industry standards.
- Configured and supported customer premises equipment (CPE) devices, including ONTs, gateways, routers, switches, and VoIP endpoints, ensuring seamless connectivity for users.
- Executed fiber splicing, termination, and repair on fiber connections to enhance signal integrity and improve network performance.
- Interpreted network diagrams, work orders, and engineering specifications to complete installations accurately and efficiently.
- Documented service activities, test results, and infrastructure conditions in field service management systems to support network reliability and compliance.
- Collaborated with network operations centers (NOC) and engineering teams to escalate and resolve infrastructure faults and service-impacting outages.
- Maintained compliance with OSHA safety standards and quality procedures in diverse field environments, resulting in zero incidents reported over 5 years.
Field Service Engineer
Xfinity (Comcast)
Houston, TX
08.2014 - 10.2015
- Installed, configured, and activated Xfinity services including high-speed internet, digital voice, video, and home networking equipment for residential and small business customers.
- Diagnosed and resolved complex connectivity issues across coaxial, fiber, and Ethernet networks, improving service reliability and customer satisfaction.
- Performed signal level testing, line quality verification, and network performance optimization using industry-standard diagnostic tools and meters.
- Configured and troubleshot modems, gateways, routers, set-top boxes, and Wi-Fi networks, ensuring secure and efficient in-home connectivity.
- Educated customers on service features, equipment usage, and best practices for network performance and cybersecurity.
- Documented service calls, network conditions, and resolutions in CRM systems to maintain accurate service records and support continuous improvement.
- Collaborated with network operations and engineering teams to escalate and resolve plant or infrastructure issues impacting service delivery.
Technical Support Specialist
Affiliated Computer Services (Sprint Program)
Houston, TX
08.2010 - 02.2012
- Delivered Tier 1 and Tier 2 technical support for Sprint wireless and data services, resolving device, network, and account-related issues for business and enterprise customers.
- Troubleshot mobile devices, air cards, hotspots, and wireless connectivity issues, restoring service and minimizing operational disruptions.
- Diagnosed network performance problems including signal strength, provisioning errors, APN configuration, and data connectivity failures.
- Supported activation and provisioning for wireless accounts, configuring services for optimal functionality using proprietary software.
- Guided customers through device setup, mobile email configuration, and secure remote access solutions.
- Documented incidents, resolutions, and troubleshooting steps in ticketing systems, meeting SLA requirements and maintaining detailed service records.
- Collaborated with carrier network teams and escalation groups to resolve complex service outages and infrastructure-related issues.
Education
Bachelor of Science - Industrial Engineering - Industrial Technology
Lamar University
Beaumont, TX01-2019
Associate of Applied Science - Process Technology
Houston Community College
Houston, TX01-2015
Skills
Remote Technical Support
Root Cause Analysis
Hardware & Software Troubleshooting
Case Management & SLA Adherence
Problem Solving
Remote Diagnostics
Customer-Facing Support
Technical Documentation
Escalation Support
Virtual Communication (Phone, Email, Remote Tools)
Performance Optimization
Firmware Debugging
Cross-functional Collaboration
Timeline
Laboratory Manager (Technical Enablement)
ABB, Inc
03.2020 - Current
Remote Support Service Engineer
ABB, INC
01.2020 - Current
Field Service Engineer
AT&T
12.2015 - 12.2019
Field Service Engineer
Xfinity (Comcast)
08.2014 - 10.2015
Technical Support Specialist
Affiliated Computer Services (Sprint Program)
08.2010 - 02.2012
Bachelor of Science - Industrial Engineering - Industrial Technology
Lamar University
Associate of Applied Science - Process Technology
Houston Community College