ALIA BRAVO
Highlands Ranch,USA
Summary
Senior Engineering Manager with strong leadership experience in wireless network operations and enterprise support teams. Proven track record of driving operational excellence and optimizing network performance in high pressure settings. Certified in network and security technologies, passionate about mentoring teams, improving incident response, and building secure infrastructure. Known for fostering cultures of accountability, growth, and innovation. Actively seeking new growth opportunities to take the next challenging phase of my career within the company.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Sr. Engineering Manager
Spectrum
01.2022 - Current
- Lead engineering team responsible for 24/7 monitoring and troubleshooting of Wireless Network Operations, including Systems, Routing & Switching, Wi-Fi Core, and 5G Core infrastructure.
- Drive cross-functional partnerships with Engineering, Security, and Field Operations teams to optimize processes, reduce MTTR, and enhance Wi-Fi offload and wireless network performance.
- Manage on-call rotations, ensuring rapid incident response and maintaining network availability across national operations.
- Develop and deliver monthly performance reports, tracking key metrics including incident volume, MTTR, critical issue management, customer impact, and network uptime.
- Lead multi-tiered alarm management optimizations, strengthening NOC collaboration and incident response workflows.
Enterprise Technical Manager
Spectrum
02.2020 - 01.2022
- Led a team supporting critical enterprise-level clients, ensuring operational excellence and security-focused incident management.
- Developed and enforced escalation policies for complex technical and security incidents, significantly reducing Mean Time to Repair (MTTR) and improving First Ticket Resolution (FTR) rates.
- Ensured compliance with company policies and legal regulations related to customer service activities.
- Collaborated with security teams to identify vulnerabilities and recommend system enhancements and automation strategies.
- Mentored and coached technical support teams, fostering a culture of leadership, accountability, and technical excellence.
Enterprise Technical Support Lead
Spectrum
04.2019 - 04.2020
- Supported internal team operations with a focus on maintaining service standards and escalation protocols.
- Trained peers on advanced troubleshooting, secure communications, and service restoration best practices.
- Performed root cause analysis on recurring issues to develop strategies for long-term resolution.
- Acted as a key escalation point for high-severity service issues, often involving security breaches or sensitive client data incidents.
- Prepared detailed reports on team performance metrics for upper management review.
Enterprise Tech II
Spectrum
04.2018 - 04.2019
- Provided technical support across a range of enterprise services, including secured networks, managed services, and hosted voice platforms.
- Led cross-functional workshops to optimize ticketing procedures and reduce handling time.
- Created detailed reports outlining the status of each technical issue reported by customers.
- Delivered mentoring and training for Tier 1 agents, particularly around secure escalation processes and network protocols.
- Performed system upgrades while ensuring minimal disruption of service levels.
Enterprise Tech I
Spectrum
04.2017 - 04.2018
- Responded promptly to customer inquiries regarding product features, functionality and usage.
- Evaluated customer feedback to ensure quality service standards are met or exceeded.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Consistently met or exceeded performance metrics, contributing positively to overall department results.
Performer | Trainer | Tech
Walt Disney World
02.2008 - 12.2016
- Directed daily operations for live entertainment teams, ensuring safety, operational efficiency, and team cohesion.
- Partnered with security and operations to ensure compliance with safety standards during large-scale events
- Developed training programs that emphasized resilience, adaptability, and guest service excellence.
- Monitored crowd control during performances to ensure a safe environment for patrons and staff alike.
- Performed in character role for multiple events, demonstrating strong acting and improvisational skills.
Technical Advisory - Lead
Airport Wireless
01.2011 - 10.2013
- Managed device support operations, ensuring secure handling and troubleshooting of customer equipment.
- Implemented creative solutions that resulted in increased sales revenue.
- Resolved customer complaints promptly while maintaining high levels of customer service.
- Delivered timely technical support services via telephone, email or remote desktop connection.
- Maintained accurate records of sales activities, including account information, contacts, and follow-up actions.
Education
Bachelor of Science (B.S.) - Information Technology Management
WGU
Associate of Science - International Business
Tecnológico de Monterrey
01.2011
Skills
- Team Leadership & Development
- Strategic Planning & Execution
- SLA & KPI Management
- Automation & Network Optimization
- Training, Mentorship & Employee Growth
- Cross-Functional Collaboration
- Performance Analysis & Process Improvement
- Crisis Management & Escalation Response
- Security Protocols & Incident Management
- Secure CRT
- Jira
- Remedy
- CISCO
- Junos OS
- AAA
- RADIUS
- Wireless Controllers
- Load Balancers
- Routing & Switching
- Firewalls
- Microsoft Office Suite
- Service Now
Certification
- CCNA (Routing & Switching) 06/16
- CCNA (Security) 06/19
- SSCA Certified (Session Initiation Protocol) 06/18
- WICT Mentor Program Graduate 2023 & 2024
- Human Resources Management Certificate 2024
- Rising Leaders Program 2024
- Spectrum Scholars Program 2023 & 2024
- WICT
- NAMIC
Timeline
Sr. Engineering Manager
Spectrum
01.2022 - Current
Enterprise Technical Manager
Spectrum
02.2020 - 01.2022
Enterprise Technical Support Lead
Spectrum
04.2019 - 04.2020
Enterprise Tech II
Spectrum
04.2018 - 04.2019
Enterprise Tech I
Spectrum
04.2017 - 04.2018
Technical Advisory - Lead
Airport Wireless
01.2011 - 10.2013
Performer | Trainer | Tech
Walt Disney World
02.2008 - 12.2016
Associate of Science - International Business
Tecnológico de Monterrey
Bachelor of Science (B.S.) - Information Technology Management
WGU
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