At Lumen Technologies, I supported enterprise, wholesale, and carrier customers in a 24×7 Voice Operations environment for mission-critical voice services. I managed approximately 30 complex voice incidents per week while consistently achieving SLA objectives.
I diagnosed issues across VoIP, SIP, SS7, TDM, MPLS, and PRI/CAS. Using Wireshark, BroadSoft, Sonus, and IRIS, I performed packet captures and protocol analysis to help isolate routing and interoperability issues.
During high-impact outages, I coordinated technical bridge calls and worked with Engineering, Carrier Operations, Provisioning, Sales, and Account Management to restore customer services. I also prepared outage communications and documented incident resolutions.
Earlier at Lumen Technologies | CenturyLink | Qwest, I supported enterprise voice products and carrier services, including LRN, 8XX, ITFS, UIFN, and international voice services. I investigated routing and signaling issues, supported customer testing and production implementations, and improved operational documentation and support procedures.
