Reliable internet isn’t just a convenience—it’s essential for staying connected to family, work, and our world. When things go wrong, it can be a real headache. But have you ever stopped to think about the folks behind the scenes who work tirelessly to resolve outages and technical issues? Or the team that’s always looking ahead to make sure you don’t have problems in the first place?
Think about it: each smooth video call, successful online business deal, and cozy family movie night relies on a network that’s humming along perfectly, 24/7/365. At United Communications, we don’t just talk about reliability—we live it. With 99.99% network uptime, we lead Middle Tennessee in both speed and customer satisfaction. That’s not luck. It’s the result of tireless dedication from all members of our company, including the Network Operations team.
As the manager of network engineering and operations here at United, I get a firsthand look at the amazing work our team does every day. After working at some of the largest internet companies out there, I can tell you that the level of care and commitment I see from our team members at United is truly something special.
Behind-the-Scenes Heroes: A Team United by Purpose
Our Network Operations team is the definition of behind-the-scenes heroes. And honestly, we know we’re doing a good job when you don’t even realize we’re there fixing things in the background. Our Network Operations pros work 24/7, keeping a close eye on our systems, jumping on alerts, and fixing problems before they cause a blip in your service. What does that actually look like?
- Answering alerts at 2 AM, sacrificing their sleep.
- Missing out on family get-togethers to make sure we have coverage on weekends and holidays.
- Braving tough weather to get your service back up.
- Taking rotating on-call shifts, always ready to jump in.
But what makes our team at United truly special isn’t just their technical expertise—it’s how much they support each other. When a problem pops up, it’s not just about fixing the technical side. Instead, it’s about having each other’s backs. That kind of teamwork isn’t written in any job description. It’s the culture we’ve built together, based on a shared goal of providing excellent service and looking out for each other.
Stories from Behind the Scenes of Network Ops
To give you a better idea of what these unsung heroes do, here are a couple of stories that come to mind:
1. The 24-Hour Troubleshooting Marathon
Earlier this year, we had a tough one—a major issue with an off-network connection that knocked out service for 78 customers. On Friday evening, I joined the call. Our NetOps supervisor Brad Bennett and our on-call NetOps tech Cody joined me, and we immediately started digging in.
After hours of back and forth with no fix in sight, we sent Cody out to the site. The conference call stayed open until 5 AM. We had all been awake for over 24 hours, but Cody, who lived over an hour away, was still there on site. Eventually, we got the issue sorted out, and everyone was back online the next day. That’s dedication!
2. Making Christmas Connection Happen
Another moment that stuck with me was on Christmas Eve. We were working hard to get a new area connected. But we hit some snags getting the main fiber lines to our team, and we were really up against the clock. To make sure those families had internet over the holidays, my team and I stayed on a conference call until 5 AM on Christmas Eve, talking with vendors and fixing problems as they popped up. That’s the kind of care our team brings, even on Christmas!
Dedicated to Keeping Our Customers Connected
In a world where we often take being “always on” for granted, United’s Network Operations team embodies the real human effort behind that promise. These are professionals who are dedicated to keeping our Middle Tennessee community connected no matter the time of day, the weather, or what personal sacrifices it might take.
We might not be the folks you see on the phone or out in the field, but our work impacts every single customer we serve. I feel incredibly lucky to be part of this team and so proud to celebrate the amazing things they do every single day.
To learn more about how United goes above and beyond for our customers, take a behind the scenes look at our customer service team or check out what customers are saying about their experience with United Communications.
Looking for reliable internet in Middle Tennessee? See if United is available in your area and experience the difference a dedicated team can make.
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Author Bio:
Michael Cabra
Manager of Network Engineering and Operations
Michael Cabra is an innovative business disruptor and entrepreneur with over two decades of leadership, business strategy, product management, and technology development experience. In his role, Michael oversees the personnel, budget, and other resources that support the company’s expanding network. Prior to joining United, Michael held leadership positions at Sprint, AT&T, CSpire, and Cybera. Providing internet access to underserved areas has been a trend throughout Michael’s career. His experience and expertise are valuable assets to help United build a more connected Middle Tennessee. Since joining United in 2022, Michael has recognized the distinctive culture at United and considers himself lucky to have the privilege of working alongside some of the industry’s most talented engineers and operations professionals.