Gerron Spaulding
Kansas City
Summary
Results-driven telecommunications professional with over 12 years of experience in network surveillance, voice trunking, and network support, specializing in analog TDM and VoIP/IMS systems. Proficient in decoding call setup, signaling, and teardown using SIP, RTP, DIAMETER, H.248, RTCP, and SDP protocols. Demonstrated expertise in tiered support, training, vendor management, and outage recovery, with a proven track record of advancing from Tier 1 to NTAC roles. Adept at training global teams and managing high-stakes escalations, contributing to operational excellence during major corporate transitions.
Overview
15
15
years of professional experience
Work History
Network Technical Assistance Center(NTAC) Engineer
T-Mobile (formerly Sprint)
Overland Park
04.2019 - 01.2024
- Promoted to NTAC following T-Mobile’s acquisition of Sprint, managing on-call duties, outage recovery, vendor coordination, and voice escalation resolution.
- Analyze and troubleshoot complex network issues, leveraging expertise in SIP, RTP, DIAMETER, H.248, RTCP, and SDP protocols to ensure seamless call setup, signaling, and teardown.
- Collaborate with cross-functional teams and vendors to restore services during outages, minimizing downtime and maintaining service quality.
- Develop and implement process improvements, enhancing escalation workflows and reducing resolution times.
Tier 2 Support and Training Specialist
Ericsson (for Sprint)
Overland Park
08.2008 - 04.2019
- Advanced to Tier 2 support, providing advanced troubleshooting for SIP and TDM voice trunking and training new hires on alarm monitoring and escalation protocols.
- Designed and delivered training programs for offshore Tier 1 teams in Mexico City, enabling successful transition of monitoring duties and maintaining service standards.
- Resolved escalated issues related to call signaling and network performance, utilizing deep knowledge of VoIP protocols and TDM systems.
- Contributed to team performance metrics, consistently meeting or exceeding SLA targets for issue resolution and training completion.
Education
Bachelor of Science - Computer Information Systems
Devry University
Kansas City, MO10-2005
Skills
- Protocols: SIP, RTP, DIAMETER, H248, RTCP, SDP
- Systems: Analog TDM Voice Trunking, VoIP/IMS, Network Monitoring Tools
- Competencies: Network Surveillance, Advanced Troubleshooting, Outage Recovery, Vendor Management, Escalation Handling, Training and Development
- Tools: Proficient in network diagnostic and packet analysis tools (eg, Wireshark, proprietary monitoring platforms)
Timeline
Network Technical Assistance Center(NTAC) Engineer
T-Mobile (formerly Sprint)
04.2019 - 01.2024
Tier 2 Support and Training Specialist
Ericsson (for Sprint)
08.2008 - 04.2019
Bachelor of Science - Computer Information Systems
Devry University
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