Telecommunications Analyst Technical Support

Napoleon Cockrell

Grand Prairie, Texas *****

***********@*********.*** 214-***-****

Senior Telecommunications Analyst Expert in Microsoft Teams, SIP & TDM Trunks

Proven Leader in Complex IT & Telecom Solutions

As a Senior Telecommunications Analyst with nearly a decade of experience, I thrive at the intersection of technology and teamwork. My passion lies in solving complex telecom and IT challenges, from managing SIP and TDM trunks to supporting mission-critical environments for Microsoft Teams. I’m not just about fixing problems; I’m about creating solutions that drive business success and empower teams to excel.

My career has been built on a foundation of technical expertise combined with a natural ability to lead and mentor others. Whether it’s troubleshooting a high-stakes issue or coordinating cross-functional teams to resolve escalations, I bring a calm, solutions-focused mindset to every challenge. I’m also a firm believer in continuous learning—whether it’s staying ahead of pre-release products or exploring new ways to optimize system performance.

What sets me apart is my ability to turn technical complexity into actionable insights, all while building strong, collaborative relationships with colleagues and clients. I’ve successfully handled high-pressure, mission-critical situations, but I equally enjoy the day-to-day work of improving processes, enhancing product functionality, and sharing knowledge with others.

If you're looking for someone who can seamlessly bridge the gap between technology and people, let's connect. I’m always open to exploring new opportunities where I can contribute my expertise and passion for telecommunications and IT.

Skill Areas: Telecommunications Systems Support SIP & TDM Trunks Configuration Aspect Unified IP(UIP)Systems Complex Problem Solving System Validation & Testing

Project Leadership Cross-functional Team Collaboration

CAREER HIGHLIGHTS AND ACHIEVEMENTS

Resolved complex, mission-critical issues for Microsoft Teams across North America and Canada.

Led system validation and troubleshooting for Aspect UIP 7.2 and 7.3, enhancing system reliability.

Managed deployment of Cisco SIP phones in call centers, ensuring seamless migration and support.

Coordinated cross-functional teams to resolve escalated multi-product customer issues.

Optimized SIP and TDM trunks, improving telecom system efficiency and reducing downtime.

Contributed to product improvements by providing feedback on pre-release products.

PROFESSIONAL EXPERIENCES

Lorien Global( Core staff) Las Colinas, Tx (2021-2024)

Microsoft Support For Mission Critical Engineer / MRWF Teams Support Engineer

Provided technical support for mission-critical Microsoft Teams environments, handling complex escalations.

Managed and resolved high-priority customer issues, coordinating with cross-functional teams to ensure rapid resolution.

Participated in on-call rotation for North America and Canada, maintaining operational continuity for Microsoft Teams services.

Apex Systems (2021)

Microsoft Teams Support Escalation Engineer (CSS)

Handled escalated Microsoft Teams issues, resolving complex and politically sensitive customer cases.

Coordinated resources across support teams, improving problem resolution efficiency.

Reported software bugs and contributed to pre-release product enhancements

Trinity Global Tech, Phoenix, AZ (2019 – 2020)

Aspect Dialer Engineer

Conducted system restarts, validations, and troubleshooting for Aspect UIP 7.2 and 7.3 systems.

Resolved SPLUNK alerts and SIP/TDM trunk issues, ensuring system stability.

Utilized PowerShell, ALM, and database tools for system monitoring and issue resolution.

DXC Technology-Citi, Las Colinas, TX (2019)

Technical Support Engineer

Deployed and configured Cisco SIP phones across call centers during large-scale telecom migrations.

Provided technical support and training to users, ensuring seamless operations during the transition.

HT Global, Plano, TX (2018 – 2019)

Analyst Aspect Dialler Engineer

Monitored and managed Aspect Dialler systems to ensure seamless production operations.

Identified and resolved production issues, collaborating with vendors to implement permanent solutions.

Managed server changes, including hotfix installations and system validations, to maintain optimal performance

Carrington Mortgage, Plano, TX (2015 – 2018)

Commer Sr. Telecommunications Analyst

Administered Aspect Unified IP (UIP) 7.3 systems, including dialler configuration and call center metrics.

Trained end-users on telecom platforms and supported corporate wireless accounts.

Contributed to Business Continuity and Disaster Recovery planning for telecom operations.

EDUCATION AND CERTIFICATION

Education:

Mountain View College, Dallas, TX

Coursework: CCNA Course 1 & 2

Lakeland Community College, Mentor, OH

Network Administration

Great Lakes Technical Institute, Cleveland, OH

Certificate: Electrical Wiring and Codes

Electronics Technology College, Cleveland, OH

Electronics Servicing & Microcomputer Technology

Skills and Proficiencies:

Technical Skills:

Hardware Platforms.

Dell HP Aspect Unified IP 7.3 SP5 Genesis Avaya Nortel

Operating Systems:

Windows 7 Windows 10 2008 & 2012 Server

Software Applications:

Microsoft Office Putty Teams/Skype CQD Fiddler Tech Analysis Tool Power BI Rave Charles Wireshark Torres Siebel VNC Remote Desktop Cisco VPN VMware Ensemble Pro

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