Luis Eduardo Hernandez

• Ticket Handling and Resolution: Respond to customer support requests, including:

o Network Alarms: Investigate and diagnose the root cause of network alarms, providing solutions and recommendations for their resolution.

o Technical Inquiries: Advise customers on the configuration, operation, and optimization of the RAN network.

o RF Optimization: Analyze network performance and propose strategies to improve coverage, capacity, and quality of service.

o Network Changes: Assist customers in implementing network configuration changes, guiding them through the process and validating its successful operation.

o KPI Analysis: Interpret the behavior of key network KPIs, identifying anomalies and determining root causes.

o Technical Support: Provide technical assistance in troubleshooting issues related to Huawei's RAN technology, including GSM, UMTS, and LTE.

• Efficient Ticket Management:

o Prioritization and Classification: Prioritize and classify support requests based on their urgency and SLA, ensuring timely attention to customer needs.

o Effective Communication: Maintain clear and constant communication with customers throughout the ticket resolution process, informing them about progress and implemented solutions.

o Tracking and Closure: Monitor the status of tickets until their resolution, verifying customer satisfaction and documenting the applied solutions.

• Led network optimization initiatives by coordinating and distributing activities with the team, tracking progress, and ensuring timely delivery across various company departments.

• Optimized network performance across GSM, UMTS, LTE, and IoT technologies. This involved:

o Investigating and defining network parameters to enhance coverage, capacity, and quality of service.

o Testing and implementing new network features to improve network efficiency and functionality.

o Performing network homologation to ensure consistent performance across different vendors' equipment.

o Definition of RF thresholds for the design and dimensioning of the Mobile Network.

o Analysis of network coverage and vacancy.

• Analyzed network data and projected future requirements to support network planning and capacity expansion.

• Use of the Nova RAN tool in the daily activities of radio optimization in UMTS, HSDPA and LTE/ VoLTE technologies for Ericsson and Huawei Network.

• Transfer of knowledge from Nova GEO, Nova Explorer, Nova Performance Analytics to the local team.

• Provide recommendations to the client to solve problems identified with the tool.

• Support the integration of the Nova RAN tool. Solve problems of management of the Nova RAN tool at L1 and L2 level, do a daily check of the correct functioning of the tool.