Experience

GTA Telecom

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Resident Engineer

  • Dec 2022 - Present



T-Mobile

• United States
• Telecommunications
• 700 & Above Employee

• Engineer, Packet Core

  • May 2018 - Nov 2022

  * Provided nationwide Operational Tier 2 Technical Support of the Evolved Packet Core network andelements such as MMEs ,GGSNs and SPGWs.* Operational Acceptance of new container based 5G Packet Core equipment such as AMF, NRF, SMSF, NEF, SMF, UPF and N3IWF.* Multi-vendor environment such as Cisco Converged Core CNDP Platform, Nokia NCS/CMM Platform and Mavenir MWP.* Integration/Validation of monitoring and alarming tools such as Grafana, Netscout, Splunk and Netcool.* FOA/SOA validation in cooperation with Packet Core Engineering team of equipment, services, softwareupdates and config change

• NOC Technician, Packet Core

  • Oct 2017 - May 2018

  * Provided nationwide monitoring and troubleshooting of the Evolved Packet Core network and elementssuch as MMEs ,GGSNs and SPGWs.* Worked in a multi-vendor environment on Cisco ASR 5500 with Star OS, Cisco UCS, Nokia Flexi NS andCMM and Ericsson Packet Data solution.* Validate and troubleshoot node availability and performance metrics such as cpu utilization, disk spaceand traffic KPIs.* Execute Change Orders on equipment implementing MOPs for config changes and updates as directedby Network Engineering.* Worked cooperatively on outage bridges and engage next level support as appropriate to resolveavailability and performance issues.

• NOC Technician, Service Operations Center

  • Mar 2017 - Oct 2017



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Network Technician, Mobility Packet Core

  • Jul 2013 - Dec 2016

  * Provided nationwide monitoring and troubleshooting support for the Ethernet and IP network segments.* Troubleshoot OSI Layers 1 through 4. Particularly Ethernet VLANs, Telco connections, OSPF, BGP, HSRP and Hardware issues on Cisco 2941, 7609, 903, 9010; ALU 7705, 7750; Tellabs routers.* Worked with major backhaul providers such as Verizon, Frontier and Windstream to resolve circuit issues.* Assisted the Radio Access Network (RAN) department, field and switch technicians in resolving IP issues.* Participated and provided outage management of the cellular network up to the highest level 1 outage.* Worked on bridges coordinating parties from RAN, field/switch techs, Telco and Hardware Vendor to resolve issue in a timely manner to minimize service disruption.* Efficiently and competently resolve IP issues minimizing Tier 3 and Vendor engagement.

• Advanced Resolution Coordinator

  • Aug 2009 - Jul 2013

  * This Tier 3 position contacts customer with the result of internal engineering tickets and provide further troubleshooting and next-steps assistance as needed.* Also provided next-level support to Tier 2 technical support specialist. In turn, the Tier 2 provided support to the Tier 1 customer facing support specialist.* Tasked with providing solutions and troubleshooting steps that may not be in internal knowledgebase. * Use various tools such as CDR Live, CTS/Remedy, CNN Metrics and KPI Tool to analyze customer's connection to aid in resolution of network tickets.* Send notifications to the call taking representatives of network outages and trends. * Contact and assist with resolution of data issues for customers who have escalated their issue.* Worked on bridges coordinating parties including internal engineering, hardware vendors and external service providers to resolve challenging customer issue.* Analyze trends or issues based on the tickets and recommend possible solutions or additions/changes to the corporate knowledgebase.

• Business Customer Service Specialist I

  • Jul 2008 - Aug 2009

  * Telephone technical support representative for wireless data products such as smartphones and aircards. Particularly iPhones and Android devices.* Troubleshot internet connectivity, email and messaging setup and Blackberry service features. * Developed web-based tools for Caller Verification and Call Flow. * Co-developed Java-based tool for call timing and Knowledgebase article shortcut.* Also appointed for the following roles: Floor support, AHT Captain, and Roaming Assistant for new hires. * Consistently maintained low, <760s, AHT and high, >92% Quality scores.



YWCA of Kalamazoo Michigan

• United States
• Individual and Family Services
• 1 - 100 Employee

• Director Of Operations

  • Jan 2000 - Mar 2008

  3 primary areas of responsibility:* Network administrator - Designed, Implemented and Managed 60 user Windows LAN and company homepage.* HR Manager - Provided day-to-day administration of HR functions such as employee information, insurance, orientation and rules and policies. Assisted in processing payroll.* Facilities Manager - Responsible for the upkeep of the building. Supervised the custodial staff. Engaged vendors on key facilities equipment such HVAC. 3 primary areas of responsibility:* Network administrator - Designed, Implemented and Managed 60 user Windows LAN and company homepage.* HR Manager - Provided day-to-day administration of HR functions such as employee information, insurance, orientation and rules and policies. Assisted in processing payroll.* Facilities Manager - Responsible for the upkeep of the building. Supervised the custodial staff. Engaged vendors on key facilities equipment such HVAC.