Paul Villalba Email & Phone Number

Frisco, Texas, United States

As a Tier 2 Technical Support Associate, I bring a proven track record of success in driving organizational development and implementing effective policies and strategies. With a focus on providing strong leadership and leveraging my skills in project engagement and vendor management, I have consistently achieved remarkable results, including:• Provided Tier 1, Tier 2 support for VoIP, SIP, SD-WAN and hosted PBX platforms.• Performed UCaaS and CCaaS implementations• Performed upgrade deployments• Performed Tier 2 level support on Adtrans, Transnexus, Sansays, Polycom VVX phones, and Metaswitch• Managed tickets using SalesForce In summary, my experience and achievements demonstrate my ability to thrive in a Tier 2 Technical Support Associate role, where I can leverage my skills to drive success and contribute to organizational growth and development.

Richardson, Tx

As a seasoned Senior Network Support Engineer, I have consistently delivered impactful results by leveraging my expertise in organizational development and strategic implementation. Through meticulous gap analysis, I identify learning and development needs while effectively managing all facets of project engagement, including vendor relationships, communications, and resource allocation.My technical prowess has been demonstrated through tangible achievements, notably driving a start-up company's positive growth.• Provide support for GSM, CDMA, EVDO and LTE Networks for Tier 1, Tier 2, and on-call emergency recovery. Troubleshoot issues with SIP trunking and hosted PBX platforms• Necessary in the designing policies for developing new business applications for existing Tier 1 and Tier 2 GSM, CDMA, EVDO and LTE networks. Created and maintained comprehensive documentation for implemented solutions. Necessary in the designing policies for developing new business applications for existing Tier 1 and Tier 2 GSM, CDMA, EVDO and LTE Core and RAN networks. Created and maintained comprehensive documentation for implemented solutions.• Work closely with senior management to recruit new employees for several positions to meet the requirements of company growth. Provided support for troubleshooting the new ticketing system.• Supported several nodes required for wireless networks including MSC, HLR, OSS, VSE, BSS, BTSMy commitment to driving innovation and excellence in network support engineering is underscored by these accomplishments, demonstrating my ability to navigate complex challenges and deliver sustainable business solutions.

Plano, Texas, United States

As an Operations Support Engineer, I bring a proven track record of driving prompt and accurate solutions to complex network issues. My teamwork skills have been instrumental in assisting with the solutions. Notable achievements in this role include:• Tier 2 technical support focused on VoIP networks.• Troubleshoot issues with SIP trunking and hosted PBX platforms.• Identified, diagnosed, and resolved complex problems with voice and data infrastructure for existing and new deployments.• Created and maintained comprehensive documentation for implemented solutions.• Helped coordinate system maintenance and changes while minimizing customer impact.Through these accomplishments, I have demonstrated my ability to innovate, adapt, and drive impactful change within organizational structures. My commitment to excellence and strategic vision make me a valuable asset in optimizing operations and fostering growth.

Richardson, Tx

Improved resolution of urgent network outages and provision of after-hours assistance to mobile network users (such as Verizon Wireless, T-Mobile, AT&T Wireless, and Sprint) within a call center environment. Adhered to stringent service level agreements outlined in Customer Arrangements. Facilitated device deployment, redesign, and integration of new hardware into the network. Oversaw multiple second-tier support teams tasked with resolving critical issues. Directed emergency response efforts and departmental procedures essential for identifying root causes and managing cases.• Provided enhanced troubleshooting for emergency network outages and offered after-hour support to mobile network customers (e.g., Verizon Wireless, T-Mobile, AT&T Wireless, and Sprint) within a call center environment.• Adhered to robust service level agreements outlined in Customer Arrangements, ensuring compliance with set parameters.• Applied third shift advance troubleshooting to resolve emergency network outages and after-hour support of wireless network customers (i.e. Verizon Wireless, T-Mobile, AT&T Wireless, and Sprint.) in a call center environment.• Followed strict Service Level Agreements that fell within the metrics defined in customer contracts.• Supported software delivery / upgrades and network integration for new hardware installations.• Managed multiple 2nd level support teams needed to drive critical issues to resolution.• Supported multiple technologies including GSM, CDMA, EVDO, and LTE WAN access and core networks.• Supported several nodes including MSC, HLR, OSS, VSE, BSS, BTS• Developed written action plans required to resolve issues while taking great care to ensure network integrity.• Managed and followed emergency recovery and departmental processes needed for root cause analysis and case handling.• Ensured proper case handling and documentation.• Trained customers in new technologies and troubleshooting techniques.

Plano, Texas, United States

As a GSM and CDMA Technical Support Engineer - Third Shift, I am a dedicated professional with a comprehensive understanding of GSM and CDMA technologies. Specializing in providing technical support during the third shift, I am adept at troubleshooting and resolving complex issues to ensure seamless operation of telecommunications networks.My role involves maintaining and optimizing GSM and CDMA infrastructure, ensuring minimal downtime and maximum performance during critical overnight hours. Key responsibilities include:• Providing technical support and assistance to network operations teams during the third shift, resolving issues related to GSM and CDMA networks promptly and efficiently.• Conducting routine maintenance and performance monitoring of GSM and CDMA equipment, identifying and addressing potential issues to prevent service disruptions.• Collaborating with cross-functional teams to implement network upgrades, expansions, and enhancements during off-peak hours to minimize impact on customers.• Analyzing network performance data and generating reports to identify trends and opportunities for optimization, ensuring optimal network performance and reliability.• Participating in on-call rotations and responding to emergency situations, such as network outages or equipment failures, to restore service and minimize downtime.With a strong technical background and a focus on providing exceptional support, I am committed to ensuring the reliability and performance of GSM and CDMA networks during the third shift, contributing to the seamless operation of telecommunications services for customers.

Computer Science

Computer Science

Computer Science

Biology

Medicene And Computer Science