Incident Management

Managed the AT&T Unified Messaging platform and maintained carrier network infrastructure, including DS1/DS3 circuits, multiplexers, TDM networks, Dialogic Media Gateways, Cisco ONS 15454 optical multiplexers, Metaswitch MG3510 gateways, Service Broker, CFS call agents, Cisco AS5400 gateways, Policy Server, and SAS.

Participated in and led equipment upgrade, replacement, and migration projects. Created and executed Methods of Procedure (MOPs) in accordance with company standards and operational requirements.

Customized databases supporting communications between aircraft and airline ground operations.

Performed software qualification for new operating system versions, including test planning, test-case preparation, and test execution.

Coordinated services and operational activities between AT&T and enterprise customers. Managed incident events, customer escalations, service-level agreements, and alarm and health checks across Enhanced Packet Core network elements.

Performed internal troubleshooting and coordinated technical teams toward issue resolution. Participated in root cause analysis processes and service management activities.

Resolved mobility customer issues and supported network control operations. Collaborated with RF engineers on disaster planning, network backup, and recovery process monitoring.

Ran and analyzed traces using protocol analyzers to identify anomalies and develop solutions. Maintained working knowledge of local area networks, wide area networks, and associated network components.

Bachelor's degree in Computer Systems and Technology.

Technical education in communications, electrical engineering, and electronics.