Maurrin Carter
Network Engineer | Technical Support Engineer | Customer Support Engineer | Vulnerability Management
Menifee,CA
Summary
Tech-savvy and analytic professional Network Support Engineer with substantial comprehensive experience in designing, implementing, executing, and maintaining growing network infrastructures. Analytical and logical professional quickly learns new networking concepts of understanding of networking protocols and business initiatives. Proven success in driving technological improvements in operational functions, including network development and security, system upgrades and integration, data processing, and reporting. Skilled at utilizing effective methodologies as well as providing innovative and robust solutions to enhance the efficiency, accuracy, and utility of all technical procedures. Proficient in identifying, troubleshooting, and resolving client issues accurately and promptly. Equipped with excellent communication skills with the ability to cultivate strong relationships with all levels of management.
Overview
16
16
years of professional experience
Work History
Network Support Engineer
T-MOBILE US
Frisco, TX
01.2016 - 01.2022
- Monitored the tracking process of logging systems and verified and fixed software/hardware and system issues after network troubleshooting by conducting detailed research, identifying problems, and remote solutions
- Directed several administrator operations for allocated network nodes, including identifying and resolving network issues
- Utilized network monitoring tools and supervised tracking process of network system issues to solve/decode reported problems on time through coordination with vendors via phone, Cisco WebEx, email, and chat (Slack, Microsoft Teams)
- Oversaw and resolved the main cause of minor/major customer and network issues by liaising with the engineering team
- Delivered accurate network resolutions by referring to internal databases/external resources
- Managed teamwork with key vendors, such as Ericsson, Mavenir, and Mobileum to successfully complete quarterly projects and weekly tasks
- Improved all organization’s network systems by resolving all issues of the system through collaboration with the network design team
- Enhanced Grafana dashboard processes by determining main issues and resolving outage downtime while associating with team members
- Accomplished multiple key business objectives by establishing strong relationships with team, peers, and retailers
- Increased the company’s network security by saving and transmitting technical knowledge in the form of notes and manuals
- Performed troubleshooting and successfully resolved any network issues that occurred
- Deployed and maintained over 30 network elements
- Performed various security audits annually and made corrections with vendors to meet company compliance goals
- Consulted and trained technicians and engineers from other departments
- Participated in rotational on-call
- Executed project objectives, deliverables, work plans, and timelines
- Analyze/Diagnose and resolve network issues in a timely manner using network monitoring and tracing tools
- Experience working in a fast-paced environment and remaining calm and patient during ambiguity
- Experience managing projects through to completion.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Remotely analyzed and diagnosed complex network faults for T-Mobile end-users, recommending and implementing corrective measures.
- Evaluated project requirements to identify and mitigate risks.
- Used ticketing systems to manage and process support actions and requests.
Engineering Customer Support
T-Mobile
Frisco, TX
01.2012 - 01.2016
- Performed several customer support and services tasks, such as developing error reports and determining complex issues through communication with clients
- Recognized, accelerated, and resolved complex network problems by collaborating with cross-functional groups including care trouble tickets, local markets, the network operations center, and two operational teams
- Engaged with Executive Customer relations on escalated Executive and VIP customer issues
- Promoted to engineer position by demonstrating excellent performance while solving customers’ complex issues and trouble tickets as well as delivering training and coaching technicians
- Led technical teams of the department to improve technical call flows in the knowledge database
- Resolved issues to meet customer satisfaction by keeping the customer updated on the case status while maintaining an action plan for the case's investigation and resolution life cycle
- Identified process gaps and provided solutions that improve the customer's quality of service.
- Addressed design challenges and evaluated alternative design models to meet project requirements.
- Reduced product rollout time [Number]% using effective multitasking on design, engineering and manufacturing.
- Used ticketing systems to manage and process support actions and requests.
Customer Technical Support/Sr Technical Support
T-Mobile
Frisco, TX
01.2006 - 01.2012
- Provided over 5 years of quality customer service, including handling escalated tier cases and difficult scenarios, while focusing on the best customer experience
- Identified and resolved issues regarding information technology processes via the utilization of ethical procedures and professional judgment by supporting the development team and senior specialists
- Acted as liaison between customers, team, and business partners to recognize and solve lapses and loopholes in the customer service department
- Performed various customer service tasks, such as responding to incoming calls, emails, and other messages of users on daily basis
- Led and supported the team to successfully achieve the organization’s targets and improve performance through collaboration with the manager
- Built and maintained strong relationships with team and customers by leveraging effective communication and leadership skills
- Collaborated with cross-functional teams to ensure employees understand the best practices of business and achieve better results.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Managed high levels of call flow and responded to customers technical support needs.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
Education
Bachelor of Science - Business Management, Technical Proficiencies
Skills
Technical Operations & ManagementResearch & DocumentationProcess ImprovementStrategic Planning & ExecutionProject ManagementNetwork Deployment and IntegrationCross-Functional CollaborationTeam Training & LeadershipCustomer Support and Management
Failure resolution
Network support
Mobile device management
Call triaging
Root Cause Analysis
Self-Motivated
Attention to Detail
Good Telephone Etiquette
Written Communication
Dependable and Responsible
Planning and Coordination
Organization and Time Management
Timeline
Network Support Engineer - T-MOBILE US
01.2016 - 01.2022
Engineering Customer Support - T-Mobile
01.2012 - 01.2016
Customer Technical Support/Sr Technical Support - T-Mobile
01.2006 - 01.2012
Western Governors University - Bachelor of Science, Business Management, Technical Proficiencies