Timóteo Ribeiro

Senior Telecom Engineer with 20+ years in VoIP, SIP and enterprise voice, including 7+ years as a Tier 3 escalation point supporting mission-critical trading voice for global financial institutions. Deep hands-on expertise in SIP signalling and call routing, SBCs (IPC Unigy, with exposure to AudioCodes and Ribbon), SIP trunking, and RTP/voice quality analysis (MOS, jitter, latency, packet loss) using Wireshark and Splunk. Experienced in migrating legacy TDM to SIP, running zero-downtime changes in live production, and communicating clearly with customer engineers, carriers and vendors.

Recognised with the 2021 Global Bonus Award and the highest ticket closure rate in EMEA.

Project Management & Support Consultant – Trading Voice at Goldman Sachs (via ONNEC) (2025-01 – Present)

• Led upgrade and integration of global trading voice platforms with minimal disruption to live trading, planning and executing changes in lab and production.
• Worked with Ribbon SBCs within the trading voice estate, supporting SIP interconnect and call routing in production.
• Executed zero-disruption migrations of SIP P2P private lines and approx. 5,000 extensions from legacy zones to CDI zones.
• Project lead for the transition of 2,000 TDM private lines to SIP (FlexNet and IPC NS); collaborated on the design and implementation of Unigy Connexus.
• Managed migration of 31 Unigy zones from ESXi to Red Hat KVM, owning IP addressing, rack, VLAN and DNS architecture.
• Orchestrated rollout of approx. 1,500 IQMAX turrets across Frankfurt, Paris and London, including NICE VR recording checks, test calls and trader training to meet regulatory compliance.
• Built a centralised dashboard from automated health checks, improving proactive monitoring, availability tracking and incident response times.

Advanced Support Engineer (ASG) at IPC Systems, Inc (2018-10 – 2025-01)

• Primary Tier 3 escalation point for global financial institutions, resolving critical incidents raised by GSOC and SDG teams in always-on trading environments.
• Troubleshot SIP routing and signalling anomalies with Wireshark, analysing RTP streams for voice quality KPIs (MOS, jitter, latency, packet loss) and codec (G.711/G.729) issues, and performed deep-dive log analysis with Splunk to protect call quality (QoS) and service availability.
• Participated in on-call rotation, providing emergency assistance and technical recovery for critical service-affecting incidents.
• Supported the full Unigy architecture, including SBCs, CCMs, MMs, IQ/MAX turrets, OneView and MySQL/Red Hat Linux databases.
• Led troubleshooting of NICE VR integration failures to keep voice recording compliant during high-severity events.
• Worked directly with customer telecom and IT engineers, providing consultative root-cause explanations and corrective actions.
• Worked with AudioCodes SBCs, and supported DIDs, toll-free numbers, international routing and direct-connect SIP trunks to customers and carriers.
• Created AI CoPilot Agents that improved team proficiency and technical knowledge retrieval.
• Highest ticket closure rate in EMEA; awarded the 2021 Global Bonus Award for exceptional performance.

System Engineer at Interactive Intelligence / Genesys (2015-03 – 2018-10)

• Provided engineering support to EMEA customers for contact centre solutions, covering incident resolution and log analysis.
• Configured and supported SIP registrar servers, proxies, gateways and SIP trunking, verifying call flows with Wireshark.
• Dedicated managed services engineer for key accounts (Domestic & General, SandVik, NetApp): daily health checks and Level 3 data centre circuits.
• Administered Cisco networks and Windows Server environments.

Team Leader – Laboratory Manager at DEMU & Filhos (Advanced Banking Automation) (2014-01 – 2015-01)

• Designed the VoIP architecture for the company and partners in Korea, implementing Avaya IP Office and GSM gateways.
• Designed and supported the corporate IT network (Windows Server, DNS, AD); supervised Service Desk SLAs and authored procedural documentation.

Service Desk – 2nd Level Support at SONAE S.A. (via Decunify) (2013-06 – 2013-12)

• Remote support for wireless (Motorola, Cisco) and complex voice infrastructures (routing, latency, channel interference); resolved Layer 2/3 issues including VLAN mismatches and STP loops.

Field Engineer – Telecommunications Specialist at Decunify, S.A. (2006-08 – 2013-06)

• Implemented traditional and VoIP telecom solutions for major clients including IKEA, Nespresso and the Portuguese NHS.
• Migrated legacy PBXs to CS1K and IP Office in multi-site, multi-vendor environments with OSPF, EIGRP and VLAN routing/switching.

Bachelor Equivalent in Network Management (Level 5 EU) in Network Management; Advanced Networking (Cisco), Systems Administration, Networking Basics – Atec

High School in Computer Sciences, Mathematics, English – Colégio de Gaia