Marissa Hand
Atlanta,GA
Summary
Motivated individual with robust transferable skills in technical support and problem-solving. Experienced in diagnosing network issues and supporting VoIP applications, demonstrating adaptability in fast-paced environments. Ready to contribute effectively to team objectives and enhance customer experiences.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Associate Managed Services Engineer
T-Mobile
Atlanta, GA
11.2025 - Current
- Support and maintain managed network and connectivity solutions, specializing in routing, DHCP, IP configuration, and cloud-managed infrastructure
- Configure and troubleshoot Cradlepoint E320 and Inseego FX4100 devices to ensure reliable WAN connectivity and performance
- Provide installation support and escalation guidance to field technicians deploying Cisco Meraki and Ericsson networking equipment
- Diagnose and resolve advanced technical issues escalated from Tier 2/Advanced Technical Support, reducing downtime and improving service stability
- Perform root cause analysis on complex network incidents and implement scalable, repeatable solutions
- Identified and resolved a critical connectivity issue caused by rogue DHCP on a management VLAN, restoring cloud access for impacted switching infrastructure
- Designed and implemented VLAN-level DHCP mitigation controls, validated through lab testing and forced lease renewal scenarios
- Support and troubleshoot the Dialpad application, ensuring reliable VoIP performance for end users
- Collaborate across teams to improve deployment processes, network reliability, and customer experience in large-scale managed environment
Managed Services Engineer Intern
T-Mobile
Kansas City, KS
09.2025 - 11.2025
- Collaborated with engineers to troubleshoot technical issues in mobile systems.
- Configured and troubleshot Cradlepoint E320 and Inseego FX4100 devices to support stable WAN connectivity and resolve performance issues
- Assisted with installation support and provided guidance to field technicians deploying Cisco Meraki and Ericssonnetworking equipment
- Investigated and resolved escalated network issues from advanced support teams, helping reduce service disruptions
- Supported and troubleshot the Dialpad application to maintain consistent VoIP service for users
Senior Specialist Business Technical Support
T-Mobile
Atlanta, GA
10.2024 - 09.2025
- Worked with a range of advanced networking and connectivity solutions, including managed Cisco Meraki, SASE and 5G Advanced Network Solutions, Multiline services, IoT connectivity, and in-building coverage systems
- Provided front-line technical support, quickly identifying and resolving customer issues to maintain service reliability
- Collaborated with cross-functional teams to troubleshoot and resolve complex network and connectivity problems
- Supported and maintained the Dialpad platform to ensure consistent communication services
- Delivered technical support to both business and government customers, adapting to varied requirements and service expectations
Business Technical Support Specialist
T-Mobile
Atlanta, GA
05.2023 - 10.2024
- Performed post-launch troubleshooting for a wide range of devices, including mobile phones, cellular-enabled smartwatches, and business-grade routers such as Inseego FX4100 and Cradlepoint E320
- Diagnosed and resolved device connectivity, provisioning, and performance issues across LTE and 5G networks
- Acted as front-line technical support, delivering timely resolutions to customer issues and minimizing service disruptions
- Coordinated with RF engineering teams to investigate signal, coverage, and network performance issues
- Escalated complex technical problems with detailed documentation, improving resolution efficiency across support tiers
Education
Master of Science - Information Technology
Colorado Technical University
Colorado Springs, CO10.2026
Master of Science - Work And Organizational Psychology
Erasmus University Rotterdam
Rotterdam, Netherlands08.2022
Skills
- Root-cause analysis
- Routing & Switching (TCP/IP, VLANs, subnetting)
- DHCP Configuration & Troubleshooting
- WAN/LAN Connectivity & Network Diagnostics
- LTE & 5G Network Technologies
- Cloud-Managed Networking (eg, Cisco Meraki)
- VoIP & UCaaS Support (Dialpad)
Certification
CompTIA Network+
Timeline
Associate Managed Services Engineer
T-Mobile
11.2025 - Current
Managed Services Engineer Intern
T-Mobile
09.2025 - 11.2025
Senior Specialist Business Technical Support
T-Mobile
10.2024 - 09.2025
Business Technical Support Specialist
T-Mobile
05.2023 - 10.2024
Master of Science - Information Technology
Colorado Technical University
Master of Science - Work And Organizational Psychology
Erasmus University Rotterdam