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Tatiana Giuranno

@tatianagiuranno

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Network operations leader at AT&T who managed global customer escalations and improved incident resolution and TNPS.

Brazil

Message

At AT&T, I coordinated technical support and operations for enterprise telecom environments and managed incident and escalation processes for global customers. I monitored SLA performance and worked with teams to speed up resolution, increase TNPS, and reduce rework.

Earlier at AT&T, I led a team of 15 specialists supporting Tier I and II operations and helped roll out technical guides and training for new network technologies. As a Senior Analyst – Tier II, I resolved complex network issues and led training programs in Brno and Heredia.

Experience

Work history, roles, and key accomplishments

Network Manager

AT&T

May 2021 - Jul 2026 (5 years 2 months)

Coordinated daily technical support and operations for enterprise telecom environments, reducing team turnover and speeding up problem resolution. Managed incident and escalation processes to ensure operational continuity for global customers.

Incident Management Escalation Management SLA Monitoring KPI Monitoring MTTR Reduction Root Cause Analysis Process Improvement Technical Training Stakeholder Management Customer Satisfaction (TNPS)

Network Support Team Leader

AT&T

Feb 2014 - Apr 2021 (7 years 2 months)

Led a team of 15 specialists supporting Tier I and II operations, tracking quality and efficiency to minimize MTTR. Spearheaded the global rollout of technical guides and training for new network technologies.

Team Leadership Tier 1 and Tier 2 Support MTTR Reduction Technical Training Process Improvement Ticket Resolution Product Collaboration

Senior Analyst – Tier II

AT&T

Jul 2009 - Jan 2014 (4 years 6 months)

Resolved complex, high-visibility network issues with expert support for Routing, QoS, SDH, VoIP, IPv6 and Carrier Ethernet. Led intensive 4-week training programs for new support teams in Brno, Czech Republic and Heredia, Costa Rica.

Routing QoS SDH VoIP IPv6 Carrier Ethernet Network Troubleshooting Training Layer 3 NNI Layer 2 NNI

Analyst – Tier I

AT&T

Jan 2008 - Jun 2009 (1 year 5 months)

Provided network support to customers in Canada, Latin America, Europe and the Middle East. Coordinated with carriers and field engineers to resolve transport problems and managed Cisco and Juniper equipment.

Network Support Cisco Juniper MPLS BGP OSPF TCP Carrier Coordination Field Engineering

Telecom Support Specialist (bilingual)

Intelig Telecom

Jul 2005 - Dec 2007 (2 years 5 months)

Troubleshot networks for international customers and partners, resolving chronic issues through historical failure reporting. Created technical guides and training sessions for new joiners.

Network Troubleshooting Technical Documentation Training Customer Support Bilingual Support