Kris Robinson

Experience

• 

  JET

  Jul 1997 - Jul 2000

  High School English Teacher, JET Program

  • Developed English class curriculum and handle responsibilities of an English conversation teacher • Taught pupils the use of the Internet, Windows 95/98 in Japanese• Administered English placement testing administrator• Assisted prospective foreign exchange students in TOEIC and TOFEL (English language certification) tutoring• Instructor of Japanese for foreign exchange students coming to the high school

• 

  Wisestep

  Apr 2002 - Jan 2003

  Technical Writer, Wisestep

  • Consulted with chief engineers of major audio/video manufacturers (Including Pioneer, Sony, Yamaha) concerning mid- to high-end audio equipment manual production• Utilized Frame Maker, Adobe Illustrator, PageMaker, PhotoShop, and Distiller to produce instruction manuals• Translated technical specifications from Japanese to English

• 

  7ACT

  Feb 2003 - Jun 2005

  Hiring Manager, 7act

  • Managed the hiring of English instructors for one of the largest private English conversation schools in Japan; acted as chief interviewer for potential employees• Handled responsibility of curriculum adviser for over 600 students during a two-year period• Translated student’s curriculum from English to Japanese• Coordinated over 10 language exchange excursions with students and instructors• Maintained bilingual blog viewed by over 35,000 students nationwide• Assisted in network troubleshooting and new client system imaging• Maintained backup web and mail servers; developed and translated company website content Show less

• 

  AT&T

  Aug 2006 - now

  • Develop tooling and metrics to measure lab Change Management Centric lab activities -configuration changes, deployments, maintenance- Ubuntu OS uplifts, OpenStack, Virtual Network Functions and Virtual Machine amongst software testing and changes • Automation tool development and launch to production (define user stories details, sprints, A/B testing, regression testing)• Benchmark-analyze data, present details in ticket data surrounding change request incidents, tenants trouble tickets. • Strengthen the relationship between PSL (Product Support Lab testing), IST (Integration System Testing), E2E (end-to-end) and ECOMP (enhance control, orchestration, management and policy) team and change management. Show less • Network surveillance and 1st level response for Ericsson/Cisco UMTS and GSM equipment including: RNCs/BSCs/Node B/BTS/ EnodeB, SIAD etc. specifically for the Northern Californian market• Working directly with Ran Performance, Field Operations, Tier 2, Tier 3, vendor support and Customer Care Teams to triage, isolate and repair network degrading network elements• Engaging necessary parties for triage and prompt solutions to SIR Events/Special events • Executing KPI reports and in-depth analysis on Ericsson equipment, such as poor accessibility, Retainability, high MP load, Speech and Packet Switch Access, throughput, and Iur/Iub link related issues • Utilize tools such as NetAnalysis, Quantum, ERAN, RADAR, RMAP, Business Objects, Optima, Ericsson Common Explorer, RNC/RBS Element Manager, Network Status Analyzer, Cabinet Viewer, and OSS via AMOS/MOSHELL commands Show less • Network surveillance for Ericsson/Cisco UMTS and GSM equipment including: RNCs/BSCs/Node B/BTS/ EnodeB, SIAD etc.• Utilizing Netcool, Remedy, SMART, Net Track to track and monitor potential network issues• Utilizing tools such as Netanalyst, AMOS, RMAP, Common Explorer, to isolate specific alarms and issues• Engaging necessary parties for triage and prompt solutions to SIR Events/Special events • Executing KPI reports and in-depth analysis on Ericsson equipment • Expediting issues per local market request, including Chronic KPI offenders• Providing 1st level response to local market escalations Show less • Customer facing technical support team • Provide on-demand escalation management for enterprise customers, customer-facing root cause analysis for customers under NDA (Non Disclosure Agreement), Enterprise Service Level Agreement (ESLA) management and care support, and customer-facing maintenance activities. • Proficient in a myriad of internal applications: Remedy, Netcool, CTS and Enterprise On Demand tracking systems to coordinate resolution of network issues• Isolate issues to specific network elements using various network probes and tracing utilities and escalate to the necessary teams• Coordinate troubleshooting calls with respective network teams and the customer’s IT group• Track and report customer impacting network outages • Handle inbound calls from business customers efficiently and courteously in a fast-paced, dynamic environment; educate customers about mobile email solutions available and make recommendations that are customized to their needs• Troubleshoot and configure PDA devices such as RIM Blackberry’s, Palm Treo's, and Windows Mobile devices; analyze, identify and resolve complex data-related issues including provisioning, coverage, network elements, and device configuration; escalate data issues to other departments and third-party vendors to ensure resolution Show less

  • AT&T, Sr. Product Development Engineer AIC (AT&T Integrated Cloud) Labs

    Nov 2017 - now

  • AT&T Mobility, Sr Specialist-Network Support/Professional-Network Support

    Dec 2013 - Nov 2017

  • AT&T Mobility, Network Operations and Surveillance Technician

    Oct 2010 - Dec 2013

  • AT&T Mobility, Network Operations and Surveillance Technician

    Aug 2006 - Oct 2010