As a support engineer, my responsibilities are:Resolve complex support requests in live and non-live environments Being a knowledge resource for internal teams Accept and resolve issues with customer cases submitted to a global queue.Communicate technical details clearly and concisely.Develop and maintain in-depth knowledge of the Trustonic productHave good communication skills.Participate in regular testing of new releasesHelp to improve all customer-facing… Show more As a support engineer, my responsibilities are:Resolve complex support requests in live and non-live environments Being a knowledge resource for internal teams Accept and resolve issues with customer cases submitted to a global queue.Communicate technical details clearly and concisely.Develop and maintain in-depth knowledge of the Trustonic productHave good communication skills.Participate in regular testing of new releasesHelp to improve all customer-facing documentation in areas of expertise (Wiki and Zendesk)Jira Management. Show less

Supporting Business customers – US Wireless carriers – T-Mobile (Sprint), DISH, Verizon Wireless, US Cellular, Bluegrass, etc. Our Team members support different customers/markets and their various activities- New NNI activations – “HUBs” that we connect cell sites to.- New cell site activations – activating new cell towers.- Rearrange activities – Speed upgrades, Downgrades, Rehomes, Disconnects.

Proactively manage and monitor global / domestic customer network performance for 24/7 to meet customer`s service level expectations.Assigned to the Global Technical Support team, I perform Level 2 technical support duties for AT&T International customers.Use AT&T standardized tool to isolate / diagnose network faults.Customer support personnel and field support staff on systems and product issuesDrive to problem resolution and search for root cause.To effectively… Show more Proactively manage and monitor global / domestic customer network performance for 24/7 to meet customer`s service level expectations.Assigned to the Global Technical Support team, I perform Level 2 technical support duties for AT&T International customers.Use AT&T standardized tool to isolate / diagnose network faults.Customer support personnel and field support staff on systems and product issuesDrive to problem resolution and search for root cause.To effectively manage service providers and device vendors.Communicate frequently internal / external customers / teams via phone / email / Q / web tools (e.g. Fault reporting notification and escalation).Work with various teams to meet the customer focused targets.Determine the solution and assist customer in implementing the technical solution. Show less

As integration engineer my role it is to analyze, prepare, implement, execute test cases, and verify the configuration and integration of a node/network/system. The scope could cover the scenarios of new nodes/network/system, upgrades, expansion (functionality & capacity) and migration.- Configuration of new nodes for the three technologies (GSM, WCDMA, LTE)- GSM Migrations- Rets configurations.

The coordination, management and execution of 2nd Level proactive and reactive maintenance activities within the IP Network domain and IP Security of our customer. • F5 networks management equipment • 2nd Level Assurance Support Activities. • 2nd Level Incident Management. • Problem Management. • System Administration. • Provide support to 1st level operation team.Starting to have and develop knowledges in equipment from F5… Show more The coordination, management and execution of 2nd Level proactive and reactive maintenance activities within the IP Network domain and IP Security of our customer. • F5 networks management equipment • 2nd Level Assurance Support Activities. • 2nd Level Incident Management. • Problem Management. • System Administration. • Provide support to 1st level operation team.Starting to have and develop knowledges in equipment from F5 Networks, integration of new services in F5 Networks equipment, such as virtual servers, packet filters, ASM policies. Developing experience in make basic configurations in switches HP, switches Extreme and switches Brocade, creation of CR’s (Change Request) for customer’s requirements Show less

As 1st level operation in BMEF project my responsabilities were:Run and review automated reports through building automation system.Work with next level of support in making program and script changes to existing BAS.Provide technical support to field engineers, site technicians, and product support personnel who are diagnosing, troubleshooting. Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or… Show more As 1st level operation in BMEF project my responsabilities were:Run and review automated reports through building automation system.Work with next level of support in making program and script changes to existing BAS.Provide technical support to field engineers, site technicians, and product support personnel who are diagnosing, troubleshooting. Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Provide support to customer/users where the product is highly technical or sophisticated in nature. Monitor alarms, create tickets, and dispatch vendors to resolve alarms.Answer incoming phone calls; manage calls, and/or forwards calls to the appropriate level of support.Manages on site vendors and dispatched vendor arrivals and departures. Have a working technical knowledge of HVAC, Fire, Generators, AC and DC Power systems. Show less

- Generation of scripts for the configuration of each NodeB (UMTS) and BTS (GSM) and making the integration of sites GU, GO and UO, depending on the stage of the integration. Integration of microBTS.- Give support remotely to sites engineers for the commissioning of different sites, changes of transmission from TDM to IP, cleanup of alarms. - Continuous communication with PM (Project Manager), Customer Support Engineer Team, Customers part and RF team.- Coordinate the… Show more - Generation of scripts for the configuration of each NodeB (UMTS) and BTS (GSM) and making the integration of sites GU, GO and UO, depending on the stage of the integration. Integration of microBTS.- Give support remotely to sites engineers for the commissioning of different sites, changes of transmission from TDM to IP, cleanup of alarms. - Continuous communication with PM (Project Manager), Customer Support Engineer Team, Customers part and RF team.- Coordinate the trouble tickets flow internally.- Renewal and activating temporary and commercial licenses used for RNCs, BSCs and NodesB in maintenance windows, expansion of hardware (boards) for RNCs and BSCs.- Creating MOPs for maintenance windows to normal and major operations for Huawei-Iusacell account. Show less

As TAC Engineer my task were developed in the Technical Assistant Center of Huawei in Application and Software area, giving technical support remotely for value added services (SMS) to different customers in Mexico and Latin America

As Assistant Engineer I was assigned at Network Integration Service department to Iusacell account supporting to realize scripts for integration of NodesB and giving support remotely to different sites for GSM and UMTS technologies.