Translations Engineer

Objective

Dynamic, overachieving engineer seeks to advance a life-long goal of learning, growing, and blazing trails in the miraculous and magical world of technology!

Experience

AT&T / Cricket Communications 2007 to Present

nTier II Technical Escalations : April 2007 – April 2008

oCricket Tier II - Part of the first internal Cricket team. Developed and optimized processes to assist Cricket customers who could not achieve a satisfactory resolution at a call center level. Worked closely with engineering and operations teams to ensure customer received the most efficient resolution.

nRoaming Interconnect Engineer/Translations Engineer : May 2008 – Present

oCricket Cell Site Decommission – Transitioned Cricket Wireless from a young, upstart company, integrating it with AT&T--one of the oldest companies in America. Decommissioned Cricket cell sites by remotely managing hardware dismantling teams. From cellular towers to small DAS units, ensured any usable hardware was sold or recycled to maintain cost-effectiveness. Developed and provided reporting tools to confirm we met our plan of record and other goals throughout the process of converting to AT&T’s LTE network.

oCarrier Relations – Functioned as Cricket’s point-of-contact by negotiating roaming agreements with carrier partners, including Verisign, Cibernet, Syniverse, Verizon. Invested in strategic carrier partner relationships, including billing/settlement, Data Exchange, and TDS (Technical Detail Sheet) development/distribution.

oInternational Roaming – Implemented international partnerships with wireless carriers in Canada and Mexico. Developed personal relationships with international counterparts and provided long-term support, both remotely and in person. Achieved Cricket’s goal of being the first pre-paid wireless company to provide roaming service with feature transparency to all of North America, a breakthrough for both customers and the entire wireless industry.

oPRL Development and Distribution - Devised and maintained Cricket PRLs (Preferred Roaming Lists.) Developed PRLs for new market launches and acquisitions, device technology changes for EVDO and AWS (Advanced Wireless Spectrum,) new rate plans, and roaming partner additions. Uploaded PRLs to OTA system for new customer activations and pushed new PRLs to existing customers nationwide.

oRoaming Operations – Managed roaming partner voice and data implementations. Worked closely with internal and external teams to ensure quality roaming service. Managed roaming partner/vendor trouble tickets as well as Cricket internal Tier III/IV support. Provided engineering and operational support for SS7/IS41 based HP HLR, VAST Pre-Paid Roaming Solutions, and SCP utilizing WIN triggers (IS826) for prepaid product offering. Evaluated and established requirements for new software and hardware systems. Assisted in adhoc Mapinfo map creation. Network surveillance and monitoring with Tektronix Geoprobe, APM and IRIS systems.

oNew Technology – Provided integration and operational support for Cricket New Technologies.

Spearheaded technological advances for an entire industry, with Cricket Wireless emerging as the first carrier to utilize an entire system based on VoIP technology.

Cricket’s IMS Wi-Fi solution including ACME SMX (CSCF), Accuris AccuRoam Application Server and Counterpath Bria software on Android and Apple devices to provide Talk and Text Wi-Fi solution.

Cricket’s Nationwide roaming network, which for the first time gave Cricket users Voice and SMS service in all 50 states in a manner that provided feature transparency to the user.

Cricket’s New Activation HLR and Accuris OTA system, which pushes PRLs and programming to the device without user intervention.

LTE - assisted in channel clearing, SIM provisioning, LTE roaming, LTE troubleshooting.

Developed MUVE Music, the first commercially-available wireless music streaming service.

Devised an enviable least-cost routing system that was fundamental to prepaid customers: VAST, Value Added System Transaction.

Sprint 2003-2006

nCustomer Care Representative – Customer Retention

oAssisted customers with technical and billing issues. Learned the basics of the wireless business.

oUsed advanced sales techniques to “save” and retain wireless customers calling to cancel their service.

America Online 1997-2002

nSenior Customer Care Consultant – Team Lead / Mentor

oWas mentor/pro tem supervisor to a team of twenty-five sales consultants and performed supervisory duties on a daily basis.

oTrained/Uptrained and monitored newly-hired and tenured inbound sales consultants to ensure customer satisfactions, adherence to corporate policy, procedure, and to maintain a high level of performance.

oHelped retain over 3,000 members who had wanted to cancel AOL service using world class customer service, sales and technical knowledge.

oAssisted Members and consultants in solving technical problems with AOL on Windows and Macintosh computers.

oHelped build the AOL community to more than 34 Million members worldwide.

oReceived “Raving Fan” award for receiving the most customer recommendations in the Albuquerque call center.

Education

University of New Mexico 1995-1997

Completed coursework toward BS in biology

AT&T University 2014-2016

Over 110 hours & 155 Classes of course work

Tektronix/Netscout Geoprobe Protocol Analysis

Tektronix/Netscout APM/IRIS/iPI

Qualcomm PRL Development

Qualcomm Multimode System Selection / LTE PLMN

Cisco CCNA

AT&T Agile PG/PM – Agile Development Certification

AT&T Software Defined Networks

AT&T Big Data

AT&T Cloud Computing

Scott Baxter LTE Bootcamp

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