Valerie Thomas
Buffalo Grove,IL
Summary
Telecommunications professional with 30+ years of experience in the telecommunications industry, with strong focus on operations and E911 mobile telephone network technology (2G|3G|4G|5G). Excellent interpersonal skills, ability to initiate and maintain outstanding relationships. Outstanding organization and communication skills with strong attention to detail. Advanced troubleshooter who approaches challenges with curiosity, open-mindedness, a positive viewpoint and willingness to learn. Thrives in a remote working environment. Strong personal commitment to improve performance and capacity to achieve results.
Overview
16
16
years of professional experience
Work History
E911 Advanced Network Technical Support (Tier 3)
AT&T Mobility
02.2020 - 11.2023
- Led the introduction and integration of new cloud technology platforms and features into AT&T’s distributed real-time network environment and delivers the highest-level network technology support within AT&T's technology support structure, resulting in zero outages
- Led cross-functional teams in support of technology insertion and root cause analysis investigations as technical subject matter expert on special projects
- Closely collaborated with Chief Technology Organization (CTO) partners in Agile/DevOps environment to review and contribute to design, build and operate distributed application functions on disaggregated networks and cloud infrastructure using software-defined networking, virtualization, and containerization
- Development, testing, training, and handoff of detailed methods and procedures for new technology introduction to partner implementation organizations
- Created extensive troubleshooting guides and provided coaching/development training for new technology and designs
- Gathered and analyzed relevant network element field data to validate expected improvements and features of field changes
- Key network support functions include, but are not limited to, resolving critical outages, evaluating failure modes, and leading root cause analysis investigations
- (Ericsson MPS/GMPC; Comtech Cloud) Cared for overall health of end-to-end network via development of network performance metrics; advanced data analytics; and identification, tracking, and resolution of chronic issues
- Provided technical troubleshooting and leadership skills required to recover from most complex network problems in real-time, directing activities of technical resources from Tier 2, CTO, and vendors to restore service (24x7 on-call support for escalating organizations)
- Solved complex issues that span multiple organizations, including problem recreation, identification of fixes, certification of fixes, and/or design changes
- Recipient of multiple AT&T Connect and other awards
E911 – Senior Network Support (MTRC Tier 2)
AT&T Mobility
09.2010 - 01.2020
- React swiftly and perform advanced troubleshooting on Ericsson SMPC/SAS/eSMLC/MPS/PLRF/GMPC and PSAP reported issues
- Perform flawless MOP execution on Ericsson SMPC/SAS/eSMLC/MPS/PLRF/GMPC
- Collaborate closely with OCATS to perform software upgrades on Ericsson SMPC/SAS/eSMLC/MPS
- Diligently perform service assurance for other teams executing maintenance that may impact E911
- Maintain close relationships with OCATS, vendors, Labs, Tier 1, GTOC, PMO, LNRC, IPNRC, VoIP, T2 RAN teams, Res Center, ISTC, TP&E, CORE, ITO and other teams to ensure swift trouble resolution, transfer of information & maintain network integrity
- Team Lead for MW team - duties include: manage outage duty rotation schedule, balance nightly work load, ensure all outages are attended to, create/approve AOTS and ensure scheduled events are completed each night
- Created job aids for various topics, new tool and technology to bring team members up to speed or to further their understanding of current functions.
- Manage the Netbackup license & client installation process for SMPC/SAS/eSMLC/MPS/PLRF/GMPC
- Drafted training guide for new team members, which will be streamlined for other training opportunities
- Managed NetBackup implementation of WAN optimizers for Tier 2
- Collaborated with NP&E to streamline processes for Netbackup / Silver Peak rollout, created job aids and hosted process walk-throughs for our team
- Recipient of multiple Key Contributor awards
E911 Engineer IV/SR TECH SUPPORT ANLYS NTWK
Cingular Wireless
02.2008 - 09.2010
- Managed SCOUT configuration schedule for maintenance window team
- Performed SCOUT configurations on True Position platforms (national)
- Performed configuration changes to AGPS network elements (national)
- Developed/Documented/Implemented 3-way audit process to validate regional VCIDDB sectors
- Completed 7 VCIDDB national OSS deployments
- Performed VCIDDB process to support national UMTS/GSM daily updates
- Performed troubleshooting and analysis on Ericsson SMPCs, Andrew SMLCs and True Position nodes
- Created/Maintained weekly progress reports to support BSC migration to AGPS nodes
- Created SMPC/SMLC process documentation as new skills were learned
- Facilitated AGPS SS7/Sigtran link status training for MNRC Tier 1
- Managed the Central Region’s effort to ensure rooftop sites are in compliance with FCC and AT&T Mobility’s RF Exposure guidelines
- Ensured all markets met MNOCT deadlines for site compliance by providing accurate, consistent direction and recommendations
- Facilitated Siterra overview training to EH&S national team
- Recipient of multiple Key Contributor awards
Education
Schaumburg High School
Skills
- Microsoft Office products such as Excel, Word and OneNote
- Unix, Linux, Kubernetes based software
- ELK/Kibana, TICK/Prometheus,
- Snowflake, Splunk, SQL
- Remedy based ticketing & change request systems
- Project management
Timeline
E911 Advanced Network Technical Support (Tier 3)
AT&T Mobility
02.2020 - 11.2023
E911 – Senior Network Support (MTRC Tier 2)
AT&T Mobility
09.2010 - 01.2020
E911 Engineer IV/SR TECH SUPPORT ANLYS NTWK
Cingular Wireless
02.2008 - 09.2010
Schaumburg High School
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