Marilyn Valdez
Raleigh,NC
Summary
Network and telecommunications engineer with 26+ years of experience supporting VoIP, voice networks, call center technologies, and enterprise connectivity. Skilled in end-to-end troubleshooting across CPE, LAN, WAN, PSTN, and MPLS environments. Proven ability to resolve complex outages, coordinate technical teams, support customers, and train engineers.
Overview
26
26
years of professional experience
Work History
Specialist - Network Assurance
HCLTtech Communication
11.2023 - Current
- Resolved call-quality, interoperability, and connectivity issues across CPE, LAN, WAN, and PSTN networks, enhancing user experience.
- Diagnose physical, logical, and network-layer issues affecting point-to-point MPLS connectivity.
- Troubleshot and repaired Verizon Retail VoIP, Enhanced Call Routing, Intelligent Call Routing, IPCC, IP-IVR, Vilo, and Virtual Communication Express service to ensure operational continuity.
- Led outage bridges, coordinating with Verizon teams, customers, and equipment vendors to facilitate timely service restoration.
- Track outages, provide customer updates, and support service restoration.
- Test circuits with field technicians and configure or replace ADTRAN routers.
- Train and provide technical guidance to less-experienced engineers.
Specialist Engineer - Internet Engineering
Verizon Business
Cary, NC
10.2016 - 11.2023
- Resolved call-completion, service-quality, connectivity, and feature-interoperability issues, enhancing customer experience.
- Coordinated with internal teams, customers, and vendors to quickly restore services, minimizing downtime.
- Troubleshot Verizon Retail VoIP and call center products to ensure optimal performance.
Network Technician III
Verizon Business
Cary, NC
07.2000 - 09.2016
- Monitored international voice and data switches, safeguarding network integrity and minimizing revenue loss.
- Developed comprehensive action plans addressing complex technical and service-impacting issues, enhancing resolution efficiency.
- Coordinated restoration of network services with Verizon teams and local carriers, ensuring timely service recovery.
Education
Bachelor of Science - Telecommunications
SUNY Polytechnic Institute at Utica/Rome
Utica, NYSkills
- Network assurance
- VoIP operations
- Call center technologies
- Call quality analysis
- Network troubleshooting
- Network protocols
- Networking technologies
- Network monitoring tools
- Network tools
- Network operating systems
- Switching systems
- Customer support coordination
- Bilingual communication in English and Spanish
Languages
Bilingual: English and Spanish
Timeline
Specialist - Network Assurance
HCLTtech Communication
11.2023 - Current
Specialist Engineer - Internet Engineering
Verizon Business
10.2016 - 11.2023
Network Technician III
Verizon Business
07.2000 - 09.2016
Bachelor of Science - Telecommunications
SUNY Polytechnic Institute at Utica/Rome