Damon Parker

Operations and network infrastructure professional with more than 16 years of experience supporting large-scale telecommunications environments and leading critical operational initiatives. Known for staying calm under pressure, solving complex technical problems, and building effective working relationships across engineering, operations, compliance, and customer-facing teams.

Experience spans network operations, E911 services, provisioning, regulatory compliance, and customer account management. Recognized for improving operational efficiency, increasing network capacity, and supporting infrastructure used by millions of customers while maintaining a strong focus on service quality and accountability.

Customer Experience & Regulatory Operations Specialist at Fanatics Sportsbook and Casino (2025-01 – Present)

Support customer account operations across regulated U.S. and Canadian gaming markets while ensuring compliance with AML, KYC, and responsible gaming requirements.

• Review account activity, identify potential compliance concerns, and escalate cases according to regulatory and company guidelines.
• Investigate and resolve complex customer account issues, balancing customer experience with regulatory obligations.
• Work closely with compliance, risk, operations, and support teams to improve processes and reduce operational risk.
• Support operations in multiple regulated jurisdictions, including Pennsylvania, Indiana, Virginia, West Virginia, and Missouri.

NOC Engineer at Peerless Network (2013-07 – 2024-08)

Supported nationwide VoIP and TDM network infrastructure, responding to service-impacting events and coordinating resolution efforts across multiple teams.

• Served as a primary point of escalation for complex customer voice and data network issues.
• Monitored network performance and alarms to maintain service availability and identify potential issues before they affected customers.
• Analyzed recurring incidents and trends to improve long-term network stability and reduce repeat outages.
• Utilized Splunk, Jira, Salesforce, and network monitoring platforms to investigate issues, document findings, and drive resolution.
• Developed operational documentation and trained team members on troubleshooting procedures and best practices.
• Assisted test and turn up, coordinated with carriers and customers to maintain facilities.
• Partnered with engineering, project management, vendors, and leadership teams on network upgrades and infrastructure improvements.

Provisioner II at Level 3 Communications (2011-01 – 2013-05)

Provisioned circuits ranging from DS0 through OC-48 across a large carrier network.

• Managed service moves, additions, and changes while coordinating with internal planning, transport, and vendor teams.
• Created and processed service requests and coordinated implementation schedules with carriers and local exchange providers.
• Assisted with facility grooming and capacity optimization initiatives.

E911 Analyst at Level 3 Communications (2008-04 – 2011-05)

Maintained E911 databases and ensured compliance with national emergency services standards.

• Designed and implemented an address override tool that increased department productivity by 38% and generated additional revenue opportunities.
• Served as a subject matter expert for E911 VoIP coverage and integrations supporting more than six million users.
• Conducted GIS research, data validation, and database improvement initiatives while coordinating with county emergency agencies.

Rate Center Control Analyst at Level 3 Communications (2006-07 – 2008-05)

Managed network capacity and rate center implementation activities in partnership with planning and engineering teams.

• Played a key role in increasing VoIP network capacity by approximately 30% through testing, planning, and circuit design efforts.
• Maintained network parity and communicated implementation status across operational stakeholders.

Group Leader at Rite of Passage (2003-03 – 2006-05)

Mentored and supervised at-risk youth in a structured residential environment.

• Helped maintain program compliance, safety standards, and behavioral expectations.
• Provided coaching, conflict resolution, and support while serving as a liaison between youth, staff, and case workers.

Business Administration – Grambling State University