Accomplished telecommunications professional with 16+ years of experience in the wireless industry. Customer support with such roles as team leader for a technical support team to Senior Network Engineer providing support of integrations of both CDMA and LTE network elements. Proven performer with emphasis on executing with excellence. Experience with DMS-100 and 5E switches as well as different flavors of protocols such as IS41, IS826, ISUP, IS771, Diameter, and TCP/IP. Dedicated to enhancing the customer experience by analyzing twice and executing once successfully.
Engineering support engineer providing network support by ensuring an excellent customer experience by executing all tasks and projects with excellence. Driving excellent customer experience and delivering exceptional network performance by:
Providing network support for Lucent switches, HLR, HSS, MME, SMSC, DRA, Voice mail, and various other applications while maintaining and resolving issues that arise . Identifying routing issues and using various tools to resolve such as a MCA/MTA , Protocol analyzer, or etc. Building new translations as needed such as for a Sprint project or other project as needed. Supporting the LTE network as well as implementing LTE roaming agreement wholesale on inbound and outbound with Sprint affiliate . Along with this , performed all DRA provisioning needed to support this roaming project by adding mediation rules, new peers, and provisioning the rbar (range-based address resolution) application to base service on IMSIs. Proficient with using an Eagle STP to look up point codes, translation types, add, or delete as needed.
Team Leader, from inception of the team, for 18 technical support representatives responsible for ensuring that support was provided to the retail stores, customer care, and agents to resolve various issues with the devices and the network in timely manner. This involved training/ensuring each team member on how to utilize such tools such as the IS41/ISUP protocol analyzer, HLR, and various other tools as well as the concept of troubleshooting a technical issue. Prepared and delivered routine monthly on track report for each team member providing feedback on his/her performance as well as requesting feedback on my leadership
Managed orders received from various agents who sold Ntelos branded products. Ensured that both the number of devices, prepaid cards, and accessories ordered were shipped . Provided technical support to both the Agents, A&Es, and Customer care solo.
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