Nicole Munoz Email & Phone Number

Cambridge, Ma, Us

Leading a global team of Site Reliability Engineers within Compute focused on observability, network infrastructure and the databases that enable Linode and Akamai customers to scale their workloads on Akamai’s Connected Cloud.

Boston, Massachusetts, Us

Leading a national team of Reliability Engineers, Network Control Engineers, and Network Automation Engineers focused on maintaining the Starry network as well as supporting the rapid expansion of the network. This includes responding to network events, incident management, and product management of internal tools and systems that will enable Engineers to efficiently monitor the network in a fast-paced, customer-first environment.Responsibilities include:• Daily oversight and support of NOC managers, supervisors, and technicians, providing direction on workload priorities and technical assistance as needed• Ensure processes, escalation paths, and systems are enabled to quickly resolve network issues and events with a high sense of urgency and customer care• Partner with Starry Markets to develop standardized processes for engagement, technician dispatch and management of events and activities• Work with internal and external partners to enhance, develop and deliver tools and systems to increase efficiency, help standardize processes and ultimately improve network operations• Drive service that meets and exceeds SLAs that aligns with our customer-first work ethic• Steer productivity improvements by transforming and growing operational capabilities, developing talent, setting and driving KPIs, growing strong partner relationships, and delivering increased efficiency and scale• Create and maintain repeatable, reliable processes and team culture to assure consistent and predictable team performance• Cultivate innovation, creativity, teamwork, and professional growth of the NOC organization

Cambridge, Ma, Us

Leading a global Change Safety team of 30+ engineers focused on implementing changes to Akamai's deployed network safely and accurately through human expertise, innovation and process improvements.Change Safety deploys software, metadata, network and platform changes to all of Akamai’s networks safely and securely by monitoring KPIs, running sanity checks and using a change safety mindset, ensuring the platform and our customers are not negatively impacted by a change.

Cambridge, Ma, Us

Cambridge, Ma, Us

Responsible for quickly resolving major incidents that impact our customers, our platform, and our products by leading a cross-functional team of technical and nontechnical people to troubleshoot and mitigate complex issues. Also responsible for the review of incidents to prevent recurrences.

Cambridge, Ma, Us

Currently first and only Storage Networks Specialist for NOCC Solutions Team, with primary goal to enhance operational troubleshooting and monitoring of the most complex private networks for NOCC engineers.

Cambridge, Ma, Us

Lead of specialized NOCC Maintenance Team, evaluating and enhancing current processes in handling all ISP/Datacenter maintenances and building stronger communication with internal customers as the most visible workflow within Operations.Other responsibilities include managing four interns to develop data visualizations for the outer NOCC wall for operational use by NOCC engineers worldwide.

Cambridge, Ma, Us

Working in largest, primary 24x7x365 Network Operations Command Center, troubleshooting and maintaining Akamai's live, private networks spanning over 120,000 servers around the world, to maintain content delivery networks for customer satisfaction and overall a better Internet. The NOCC is Akamai's first line of defense and escalation in sustaining all server clusters around the world, in order to uphold an uninterrupted and enhanced internet connection whether it is http, tcp, or udp. By using a distributed system and mapping algorithm, Akamai's servers are able to cache data for quicker http requests and responses from redundant localized hosts.

Boston, Ma, Us

Maintaining and implementing scalable software and hardware for the company's new office space and first private enterprise network. Using Active Directory for authentication under private domain on the software side, and designing a secure rack and temperature room for the hardware. The topology includes an HP server which connects directly to the Dell PowerConnect 16 port switch where the workstations are wired to as well as an access point for secure wireless behind the firewall. The switch also connects to the firewall which is using Sonic technology, and from there connects to a Comcast router which is being used for the ISP. The network is now live and the next step is to set up an access point in front of the firewall for external clients to connect to the wireless without secure internal network privileges.Other network plans: set up a VPN most likely enabling Microsoft VPN on server since the two licenses on the Sonic Firewall are FAT client which can be a disturbance to the overall network, set up a LAN messenger for in-network instant messaging, upgrade all laptops to Windows 7

Boston, Ma, Us

San Jose, Ca, Us

Worked in largest, only twenty-four hour CALO lab in the world supporting cases from worldwide locations. Was responsible for building live network recreates, primarily layer 1 and layer 2, to be configured by TAC engineers. Exposed to various types of connections such as fiber, copper, and serial, as well as sfp's. Also responsible for imaging and troubleshooting enterprise devices such as: Cisco Nexus 7000 series, Cisco 6500 series, Cisco 7600 series, GSRs, ASRs, ISRs, and Catalyst 3700 and 3500 switches. After a short time, I was selected to give a few private tours of the CALO lab to future and current employees, and was also given the opportunity to participate in a panel where other employees and interested parties asked about my lab knowledge and experience.

Master'S Degree, Management

Bachelor Of Science, Computer Networking And Information Systems