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Ricardo Castro

@ricardocastro

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Footprint Engineer at 1GLOBAL configuring SIM steering and validating roaming behavior.

Portugal

Message

At 1GLOBAL, I configure SIM Steering of Roaming settings and validate roaming behavior as a Footprint Engineer. I also modify configurations, execute existing Ansible playbooks, and create and validate OTA configurations.

Previously, as a Technical Support Engineer - Tier 2/3 at 1GLOBAL, I investigated mobile connectivity incidents, REST API behavior, and backend services. I used SQL/MySQL for production database investigations and worked on failed-order recovery and escalations.

At NOS, I led a 13-person technical support team, supported complex escalations, and coached agents on products and procedures. Earlier, I monitored transmission and Core Network services at Vodafone UK and NOS.

Experience

Work history, roles, and key accomplishments

Current

Footprint Engineer

Current

1GLOBAL

Dec 2025 - Present (10 months)

Configure SIM Steering of Roaming settings to support intended network selection and roaming behavior. Modify configurations and execute existing Ansible playbooks in VS Code; create, validate and send OTA configurations.

SIM Steering Ansible OTA Git VSCode Cloudwatch Grafana Roaming

Technical Support Engineer - Tier 2/3

1GLOBAL

Jan 2022 - Dec 2025 (3 years 11 months)

Investigated enterprise customer incidents involving mobile connectivity products, including IoT and Data Only, and SIM management services. Troubleshot client application behavior, underlying REST API calls and backend services using diagnostic logs and tools.

REST APIs SQL MySQL DBeaver Cloudwatch Loki Wireshark Postman Jira Salesforce Remedy

ANOC - Transmission

Vodafone UK

Jan 2021 - Jan 2022 (1 year)

Monitored transmission and mobile network infrastructure in a 24/7 network operations environment. Investigated critical alarms, performed remote transmission troubleshooting and coordinated incident resolution.

Network Operations Transmission Cisco Nokia Lucent Incident Management

Core Network & Services Supervision

NOS

Jan 2021 - Dec 2021 (11 months)

Monitored Core Network elements and international roaming nodes, investigating alarms and service incidents. Performed end-to-end tests on live Core Network services to validate operation and support incident resolution.

Core Network Roaming Incident Management Monitoring

Technical Support Team Leader

NOS

Jan 2018 - Jan 2021 (3 years)

Led and managed a team of 13 technical support agents, overseeing daily work, individual performance and team development. Reviewed the quality of customer interactions and technical support delivery against internal procedures.

Team Leadership KPI Monitoring Coaching Training Escalation Management

Technical Support Operator

NOS / Randstad

Jan 2016 - Jan 2018 (2 years)

Provided real-time customer technical support for TV, fixed broadband, fixed-line voice and mobile services. Performed initial diagnostic and availability checks; resolved issues within available tools and permissions.

Customer Support Troubleshooting Diagnostics Escalation Management