Joel Mapp

Operationalised deployment and service assurance for TSTT's Wireless to the Home (WTTx) across residential and business customers, improving service reliability and customer experience. Reduced outage timeframe via Outside Plant (OSP) redesign, improved fault turnaround through Service Desk transformation, and reduced Mean Time To Install (MTTI) to support higher Net Promoter Score (NPS).

Led installation and repair programs for residential Copper, WTTx, and DVB-T services, including order fulfilment, dispatching, scheduling, and Tier 2 assurance. Established the WTTx Tier 2 team, resolving 80% of wireless faults and saving $500K USD in contractor costs, while reducing open fault tickets from 10,600 to 100.

Implemented Network Management systems (NMS) for WTTx, significantly reducing Mean Time To Repair (MTTR) and improving customer service experience. Managed contractor workforce productivity, quality, and safety, and streamlined contractor payment validation and invoicing processes.

Led innovation programmes for Fixed Voice, Broadband Internet, and TV Entertainment to drive revenue growth and operational efficiency. Delivered legacy voice copper to SIP transition, deployed fixed wireless broadband, and rolled out adaptive bit-rate OTT TV with a CDN to improve streaming quality while reducing dependency on the core network.

Served as Technical Lead for deployment of a nationwide Wi‑Fi network across 52 locations in Trinidad and Tobago. Managed technical delivery of the Wi‑Fi rollout to support broader service expansion.

Certification in Mobile Broadband from the International Telecommunications Union (ITU) Academy, completed in May 2022.

Bachelor of Engineering in Network Management from the University of Trinidad and Tobago (September 2006 to June 2009). Graduated with Honours.

Associate of Applied Science in Telecommunications Engineering (September 2004 to June 2006).