James Johnson

Experience

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  Nortel Networks

  Nov 1996 - Apr 2010

  Senior Technical Support Engineer

  • Member of a 72-person Technical Support Team that provided Tier 2 technical support to AT&T, T-Mobile, and Motorola wireless networks.• Provided end-to-end customer service and technical support for customers’ GSM network, in the United States and South America. • Conducted continual emergency technical support and recovery for wireless voice core network• Tested and commissioned all telephony equipment purchased for the research team. • Provided support for lab equipment configuration requested by the research team to validate product testing.• Ordered and designed lab drawings for the exact placement, connectivity and power of test equipment requested by the Research Department. • Generated detailed CAD drawings of the job and equipment requested.• Tested and validated the functionality of the equipment ordered. Show less

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  Ericsson

  Apr 2010 - Sept 2017

  Sr Technical Support Engineer

  • Member of a 40-person Technical Support Team that provides Tier 2 technical support to AT&T, Verizon, and Sprint wireless infrastructures.• Mentor and provide technical expertise to Junior Engineers.• Interface directly with the customer, explain issues, and ensure they understand how the Technical Support Team will resolve the issue.• Gather data for reported issues to determine the problem, its impact to the customer network and customers, what nodes are impacted, and determine if the problem is software, hardware, or an external trigger.• Perform troubleshooting and analysis of trace data for voice over IP (VoIP) calls utilizing a WireShark tool.• Perform lab configuration, troubleshoot and repair software, and establish testing guidelines in lab facilities to reproduce and validate field-reported issues.• Coordinate and engage all internal teams necessary to develop and implement satisfactory solutions for the customer in a timely manner.• Provide updates via email or phone call to ensure the customer is aware of Ericsson’s progress. • Join the technical troubleshooting bridge to resolve ongoing problems, outages, or interruptions in the network.• Set up and configure internal labs to reproduce and validate fixes developed by the Technical Support Team or PLM team (next level support).• Perform root cause analysis on any FCC reported events in the customer’s network.Key Accomplishments:• Correctly identified a software fix that had been deployed into the customers’ network while resolving another issue as the cause of call failures. • Became the first person in Technical Support Group to obtain an IMS Certification. • Determined the true source of a nightly interruption in the customers’ network and got team on the correct path to resolve the issue. • Helped improve customer satisfaction ratings by providing timely and concrete updates, analysis, and driving fixes into the network with shorter turn-around times. Show less

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  Ericsson c/o 4G Project People

  Sept 2018 - now

  Project Engineer