keon thompson

I’m a Network Engineer in a NOC role, deploying and supporting routers, switches, and network infrastructure across State of Texas hospitals and State Supported Living Centers. I analyze network performance data to identify trends, measure key metrics, and ensure compliance with customer SLAs—driving down MTTR while maximizing system uptime and reliability. I also provide technical direction to NOC staff during organizational and company transitions to keep service delivery stable.

Before that, I worked as a Software Engineer at LUMEN, where I collected, organized, and analyzed materials for information requests tied to 2-1-1 Texas data. I developed briefings, reports, and presentations that communicate client data trends, and I troubleshoot technical issues across platforms including Verint, Finesse, Genesys, Cisco, and Avaya. I maintained detailed documentation of resolutions and quality assurance processes, and I managed and mentored a team of Junior Engineers to strengthen service quality.

Earlier in my career, I supported digital menu board content as a Software Engineer at XENIAL and resolved complex hardware, operating system, and security issues while coordinating long-term fixes with vendors. As a Network Engineer at SONOS, I diagnosed network, telephony, and systems problems, remotely configured client equipment, monitored and responded to alarms using Oracle, and contributed to the technical design and feature implementation of iOS applications.