Karen Suero
Summary
Dedicated and adept Telecommunications Engineer with passion for emerging technology and detailed knowledge of delivery services and products. Broad background in voice and data systems, and infrastructure technology. Seeking position with leading telecom firm.
Overview
20
20
years of professional experience
1
1
Certificate
Work History
Unified Communications Voice Engineer
AT&T
07.2017 - 05.2024
- Configured and maintained VoIP systems including gateways, IP phones, and softphones.
- Troubleshot complex issues related to voice network components such as routers, switches, and unified communications servers.
- Prioritized tickets and manage time to resolve all customer tickets in a timely manner, and to minimize down time through appointment scheduling.
- Hosted WebEx and Microsoft teams meetings to plan and implement changes on customer networks, as well pre and post testing.
- Maintained detailed documentation of voice network architecture, configurations, incident management and resolutions, documented troubleshooting steps for future reference in knowledge base and training coworkers.
- Analyzed and interpreted complex data from a variety of technical sources.
- Developed procedures to ensure high availability of voice networks.
Telepresence Technical Support
AT&T
04.2014 - 07.2017
- Implemented solutions for both Cisco (IX, CTS, TX, Tandberg, and Jabber) and Polycom (HDX) products: video, voice, data, and hardware.
- Provided technical support and solutions for internal and external Executive video calls.
- Resolve proactive alarms that have detected a failure in the customer's Telepresence equipment or infrastructure.
- Coordinated, evaluated, and partnered with tech vendors, outside consultants, and internal resources to drive issues to resolution.
- Reviewed and interpreted technical documentation and vendor specs for inclusion/adaptation into database templates.
Managed Internet Services Plus
AT&T
03.2004 - 04.2014
- Troubleshoot customer network issues (e.g. circuit hard down, latency/congestion, BGP routing, duplicate IP mismatch, ACL misconfigurations).
- Performed carrier coordination for testing, dispatches, and equipment replacement.
- Worked in customer NOC supporting over 90,000 WAN circuits.
- Maintained customers' networks and analyzed router reports.
- Provided technical support on AVPN, ATM, Gigabit Ethernet, CSU, Routers, and WAN Switches.
Education
Bachelor of Science - Telecommunication Management
DeVry University
Addison, ILSkills
- Cloud-based UCaaS
- Collaboration and Conferencing
- Customer Technical Support
- Video Conferencing
- Performance Optimization
- Call Routing
- Disaster Recovery Planning
- Analysis and Problem Solving
- Effective Communication Abilities
- Project Management Abilities
Certification
- CCNA Routing &Switching, 2008
- Six Sigma Green Belt
Timeline
Unified Communications Voice Engineer
AT&T
07.2017 - 05.2024
Telepresence Technical Support
AT&T
04.2014 - 07.2017
Managed Internet Services Plus
AT&T
03.2004 - 04.2014
Bachelor of Science - Telecommunication Management
DeVry University
Awards
AT&T Connection Award 2023
AT&T Connection Award 2022
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