Cable-Tec Expo 2019

Refugio "Kukis" Moran
Sr. Director of the Network Service Desk
Comcast


Refugio “Kukis” Moran has been with Comcast for almost 19 years. In her current role as Sr. Director of the Network Service Desk, she is responsible for 24x7 support of the Comcast network within the West Division XOC (Excellence in Operations). In this position, Kukis has improved network monitoring, escalation procedures and event communication. She recently instituted an Incident and Problem Management team in order to increase proactive efforts to improve the customer experience. In her previous position as Director of Telephony Engineering, she was responsible for connecting Comcast to other voice providers throughout the nation. This included voice engineering functions such as design, ordering, test & turn up and finance. Additionally, she was responsible for subscriber migrations, the creation and publication of KPIs and project intake from the Commercial Business Unit. Kukis was a key contributor to the launch of Comcast Digital Voice, the migration of subscribers and interconnections from more than 80 soft switches to the IMS platform, which has allowed Comcast to roll out next-gen features such as Voice 2 Go. Some of her proudest accomplishments in Sustained Engineering include the implementation of the first direct connections to wireless providers and contributing to an 88.5% reduction in voice network expenses over 9 years. In her 21 years in telecommunications, Kukis has held leadership positions in Customer Service, Network Operations and Engineering. Kukis holds a Bachelor’s Degree in Management of Communications and Media Technology from Regis University and a Master’s Degree in Telecommunications from the University of Denver. Kukis was born and raised in Chihuahua, Mexico. She now lives in Denver with her partner Anna-Maria and their two daughters (6 and 17 years old). Kukis enjoys spending time with her extended family and friends and volunteering in the community.

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