Libia Turner

Telecom BSS and Application Support Engineer with 10+ years' experience supporting enterprise telecom platforms, MVNO operations, billing/provisioning systems, and cloud-based production environments. Strong background in L2/L3 application maintenance, incident investigation, SQL analysis, customer-facing support, root cause analysis, and coordination with development, infrastructure, vendor, and business teams. Experienced with Netcracker BSS, Ericsson BSCS billing, AWS environments, PostgreSQL/SQL, monitoring, batch jobs, and production troubleshooting.

Currently supporting cloud-based contact centre analytics applications, investigating customer incidents using logs, SQL, AWS, Kubernetes, and internal tools. Comfortable working across technical and customer-facing teams to restore service, validate fixes, and maintain operational reliability.

Customer Support / Technical Operations Engineer - JOULICA LIMITED - Galway / Remote, Ireland

(2025-01)

• Provide production application support for cloud-based contact centre analytics platforms used by enterprise customers.
• Investigate customer incidents involving dashboards, reporting discrepancies, data delays, stuck measures, refresh issues, and application errors.
• Analyse logs, application behaviour, customer examples, and backend data to identify likely root causes and support resolution.
• Use AWS tools including CloudWatch, S3, RDS, and application logs to troubleshoot production issues.
• Work with Kubernetes-based environments and internal operational tools to validate deployments, configuration changes, and service behaviour.
• Coordinate with development, infrastructure, support, and customer teams to progress incidents, validate fixes, and communicate status clearly.
• Prepare incident summaries, RCA inputs, customer updates, and internal action tracking following production issues.
• Support deployment validation, diagnostic patches, data recovery activities, and operational checks in customer environments.
• Work in a high-priority support environment requiring careful prioritisation, clear communication, and strong ownership of technical issues.

Application Support Engineer - FUJITSU SERVICES IRELAND - Dublin, Ireland

(2013-01 - 2025-01)

• Provided L2/L3 operational support for Telecom BSS platforms supporting three MVNOs, including prepaid/postpaid services, bundles, top-ups, provisioning, event charging, voice, SMS, and data services.
• Supported Netcracker BSS platform and Ericsson BSCS billing system across production support, incident resolution, billing validation, and operational maintenance.
• Led complex number portability incident management, coordinating with operators, vendors, internal teams, and external partners to resolve porting issues.
• Investigated and resolved production incidents affecting billing, provisioning, porting, rating, and customer service operations.
• Designed and executed SQL/PostgreSQL queries for troubleshooting, reporting, reconciliation, and data integrity validation.
• Validated rating and charging accuracy by analysing CDR records, billing outputs, rate plans, product configuration, and charging tables.
• Supported AWS-based deployments and configuration changes using EC2, S3, and RDS, ensuring service reliability and minimal downtime.
• Managed batch jobs, cron schedules, and Nagios monitoring alerts to ensure automated processes completed successfully.
• Supported product launches, migrations, rate changes, customer plan changes, and activation/deactivation of telecom services.
• Logged and tracked bugs, operational improvements, and service changes using Jira, ServiceNow, and Confluence.
• Created and maintained documentation, knowledge base articles, support notes, and operational workarounds.
• Collaborated with developers, testers, architects, finance teams, vendors, and MVNO partners to resolve issues efficiently.
• Participated in migration from legacy telecom platforms to Netcracker BSS and AWS infrastructure, supporting deployments, configuration changes, and operational stabilisation.

Technical Support Analyst - BMC SOFTWARE IRELAND - Dublin, Ireland

(2007-01 - 2012-01)

• Provided technical support for enterprise database monitoring products across multiple database platforms.
• Acted as product coordinator for Microsoft SQL Server monitoring tools.
• Handled customer escalations, troubleshooting, enhancement requests, documentation updates, and mentoring of support colleagues.
• Worked with customers and internal engineering teams to diagnose issues, reproduce faults, and progress fixes.

IT Assistant - THORNTON'S RECYCLING - Dublin, Ireland

(2007-01 - 2007-12)

• Maintained business systems, supported users, assisted with server hardware/software, and documented internal IT processes.

Technical Analyst II - HEWLETT PACKARD - Guadalajara, Mexico

(2004-01 - 2006-01)

• Supported supply chain IT systems, monitored operational metrics, tested/debugged application releases, managed disaster recovery plans, and wrote SQL scripts for reporting.

Receptionist - REMAX - Mazatlán, Mexico

(2002-01 - 2004-01)

• Managed customer liaison, office administration, and database/statistical reporting.

Bachelor's Degree - Electronic Engineering - Technological University of Mazatlán (1997-01 - 2001-12)

ITIL Foundation - APM Group (2008-11 - 2008-11)

Software Developer Course - Software Development - City & Guilds (2012-01 - 2013-01)

Python Certificate - Python - UCD Professional Academy (2025-01 - 2025-01)