Mitch Carter

Experience

• 

  US Army

  Aug 1990 - Oct 1997

  Led a team that provided tactical voice and data services utilizing the US Army secure voice and data elements for 2 years and then led a team that provided "Echelon above Corp" level real-time battlefield tracking operations for 1 year before separation. Tactical combat soldier in a 60mm lightweight company mortar team. Progressive promotions from private to specialist attending additional skills and leadership courses.

  • Sergeant

    Apr 1995 - Oct 1997

  • Enlisted Soldier

    Aug 1990 - Apr 1995
• 

  Sprint

  Oct 1997 - Oct 2009

  Manager of surveillance and maintenance operations of Sprint's TDM, VoATM, VoIP and DSL networks. Duties include staff forecasting, recognition, compensation, performance reviews and on-going development of more than 50 team members. - Developed internal repository for policies and procedures including control center network performance indices, detailed training plans. - Established network performance procedures for a nationwide voice and data network serving over 10 million customers in fourteen states with a 99% network availability.- Led a workload reduction project which achieved a 52% within one year, exceeding the 35% target and removal of duplicate and non-essential alarming, resulting in an 89% reduction.- Proactively established National Standard guidelines for trunk groups on DCO, 5ESS, DMS10/100/200 and Circuit-to-Packet switches to allow for prioritizing of E911 services. - Integrated local and long distance switching networks into two control centers. Building on synergies within the network, established processes and streamlined voice and transport support resulting in a virtual control center with fail-over redundancy between Kansas and North Carolina.- Developed, implemented and utilized a quality assurance tool to establish a control center standard goals and measure individual performance which increased efficiencies and quality of work by 35%.- Independently designed new staffing schedule to improve personnel to work load ratio to eliminate overtime. This formed the basis for a prototype web-based work schedule.- Proactively sought out improvements within the network alarming schema to reduce over-all trouble ticket generation by over 50%.- Served as first level of management contact for escalations, support and on-call duties for a workforce of greater than 50 personnel.- Recognized as a key department lead on end-to-end event management for over 20 natural disasters such as ice-storms and hurricanes Show less Lead technical specialist in the ATM (Asynchronous Transfer Mode) NOC. Promoted to supervisor and managed all aspects of two different network operations centers; the first NOC being the Sprint ION (Integrated On-Demand Network); a revolutionary service which provided VoATM or VoIP and high-speed DSL services over twisted copper. The second NOC was the Sprint Long Distance SS7 network. - Established procedures in support of a tiered network organization exceeding customer expectations by streamlining operational duties and tasks.- Recognized as a subject matter expert in ATM data to lead the establishment of the Sprint ION network and department structures and was promoted to a supervisor over the surveillance and maintenance teams for the ION network.- Submitted recommendations to National Standards engineers to develop and implement company-wide guidelines for turning up ION customer services, intra-departmental service level agreements and business processes which reduced service turn-up errors and increased company productivity.- Engaged tiered support as needed to resolve complex issues, emergency switch recovery and SS7 isolations which achieved an annual network availability of 99.999%.- Assisted in the integration of two regional centers into one virtual control center to provide control center fail-over redundancy between Overland Park, KS and Atlanta, GA.- Assisted in the development and implementation of a quality assurance tool to establish a standardized control center performance goal which measured individual performance. This increased analyst’s productivity by reducing work errors and re-work activities. Show less

  • Supervisor of Network Operations Center

    Jan 2003 - Oct 2009

  • Lead Network Technical Specialist / Supervisor

    Oct 1997 - Jan 2003
• 

  Ericsson

  Oct 2011 - Aug 2017

  Major Incident Manager

  Provide end-to-end incident management for all technology lanes for Sprint-Nextel and Mobilicity operations with various protocols such as TDM, VoATM, VoIP, CDMA, iDEN, IP Core, Wireless Data Infrastructure and International voice and data services. Provide leadership to NOC staff for ensuring optimal network performance through effective monitoring, performance and network configuration. Possess and demonstrate strong leadership skills in parallel with exceptional business skills.- Drive service restorations through effective and aggressive event management.- Correlate impacts of multiple control centers, building synergies whenever possible.- Analyze, coordinate and resolve event ownership when responsibilities may not clear.- Engage appropriate technical and management resources for the event being managed.- Provide executive level escalations and summaries for customer impacting and significant level events.- Drive quality by conducting, documenting and submitting formal After Action Reviews to executives, Event Analysis and process teams to improve service levels with our customers. Show less

• 

  Sprint

  Oct 2011 - Sept 2017

  Manager of Incident Management/Incident Commander

  Provide end-to-end incident management for all technology lanes for Sprint-Nextel and Mobilicity operations with various protocols such as TDM, VoATM, VoIP, CDMA, iDEN, IP Core, Wireless Data Infrastructure and International voice and data services. Provide leadership to NOC staff for ensuring optimal network performance through effective monitoring, performance and network configuration. Possess and demonstrate strong leadership skills in parallel with exceptional business skills.- Drive service restorations through effective and aggressive event management.- Correlate impacts of multiple control centers, building synergies whenever possible.- Analyze, coordinate and resolve event ownership when responsibilities may not clear.- Engage appropriate technical and management resources for the event being managed.- Provide executive level escalations and summaries for customer impacting and significant level events.- Drive quality by conducting, documenting and submitting formal After Action Reviews to executives, Event Analysis and process teams to improve service levels with our customers. Show less

• 

  T-Mobile

  Apr 2020 - Nov 2023

  Liaison for the Customer Experience and Major Incident Management team and all other network operation center teams, back-office development, enterprise, network deployment and network decommission teams, providing weekly summarized progress reports to executives.- Develop, maintain and implement all standard and non-standard (disaster recovery, BCP) processes utilized by the Major Incident Management team to effectively engage support teams, provide executive leadership awareness, engagement and routine statuses of major incidents that negatively impact customer experience, network performance or significant loss of capacity/redundancy.- Identify and coordinate “continual service improvements” between major stakeholders from all consumer and business operational control centers..- Coordinate and establish consistent priority assessment and ownership policy in support for each major incident.- Develop automated tooling solutions to reduce “swivel chair” actions to stream line technical and executive engagements as appropriate for the incident priority, impacts and potential to become a significant incident.- Represented Major Incident Management and Customer Experience Management teams throughout the strategic decommissioning of Sprint’s CDMA, EvDO, LTE and T-Mobile’s GSM, 3G technologies.- Coordinate tool enhancement requirements and user-acceptance testing utilized by the Major Incident Management team, including a new incident management tool that replaced 4 other stand-alone tools into a single integrated user interface.- Support enterprise Major Incident Management and SOC, utilizing ITIL Foundations and ITIL v3/v4 guidelines.- Support network and enterprise Change and Problem Management teams.- Led Business Continuity Management creations, updates and decommissions across 4 vice-president business units for both network and enterprise organizations. Show less Provide end-to-end incident management for all technologies for Sprint’s wireless and wireline network and T-Mobile’s wireless network. Integral partner in the integration of the Sprint and T-Mobile wireless, enhanced packet and IP multimedia subsystem networks supporting 4G LTE and 5G stand-alone and non-stand-alone technologies. Provide direct and indirect leadership to the Major Incident Management and NOC teams to ensure optimal network performance.- Develop and implement assertive end-to-end incident management of major incidents that present a negative customer experience, abnormal network performance and significant loss of capacity or redundancy events.- Correlate impacts from all consumer and business operation control centers to determine common root cause.- Establish event ownership for post incident root cause evaluation.- Engage technical and executive resources as appropriate for the incident priority, impacts and potential to become a significant incident.- Provide executive level escalations, notifications and summaries for customer and non-customer impacting incidents (user defined) significant level incidents.- Drive incident improvement techniques by conducting, documenting and submitting formal post incident reviews to executives, root cause or service owning teams, and network delivery teams to improve network performance, service availability and overall customer experience. Show less

  • Principle Engineer - Major Incident and Customer Experience Management

    Dec 2021 - Nov 2023

  • Manager - Major Incident Management

    Apr 2020 - Dec 2021
• 

  TheScore

  Feb 2024 - now

  Incident Commander

  Digital media and gaming