Support Engineer Customer

Patricio Millan

Telecommunications Wireless Specialist

Dallas, TX linkedin id: Patricio-Millan-Garcia

Summary

Troubleshooting of 3G, 4G and 5G Network Elements: GSM, CDMA, UMTS, LTE, NR, CBRS, C-band, AU sites in different frequency bands: 700 MHz, 800 MHz, AWS and PCS, 1900 MHz, 2500 MHz, 3500 MHz, 28 GHz and 32 GHz. Optimization for multiband with Nokia, Ericsson, and Samsung. Use of traffic and propagation models to predict coverage and performance. Troubleshooting cellular networks (Sprint, MetroPCS, Red Compartida, Verizon). I'm able to identify different kinds of baseband and rf modules, hubs, routers and how this equipment interconnects for commissioning and troubleshooting purposes, for example: TMA’s, RETs, get signal levels as RSSI, RTWP, identify cross sectors and other issues. I have been working also with call testing, data speed testing and E911 and the installation and provision of Cell Site Router (CSR). Customer and Service Level Agreements oriented.

Backhaul experience troubleshooting C-RAN, D-RAN and S-RAN cellular sites areas that work with routers and aggregation routers thorough fiber to connect into the backhaul. (7450 ESS, 7750 SR, 7950 XRS).

Drive testing for optimization purposes for different cellular operators in Mexico and USA. Frequency hunting in cellular bands using spectrum analyzers, LNA, filters, jumpers and Yagi antennas specified for the proper band with triangulation methods to find the source of the interference.

Indoor and outdoor cellular signal measurements and quality tests. Deployment of microwave radios in several frequency bands: 2.4 GHz, 7 GHz, 15 GHz, 23 GHz and 38 GHz for different configurations: indoor – outdoor and all indoor for main carriers.

Frequency hunting of microwave interference signals using spectrum analyzers, LNA, filters, jumpers and horn antennas specified for the proper band. Nokia Bell Labs End to End 5G Foundation Certification. Professional Experience

Samsung, Plano TX Nov 2021 – July 2024

TAC Support Engineer

● 4G LTE and 5G wireless knowledge and experience

● Experience working with Verizon network using wind river blades and kubernetes in the RAN, Edge and Core networks

● Trouble shoot experience with open RAN and V RAN technology

● Provide in-depth ticket analysis and support customers as needed

● Ensure the latest ticket status ticket status is provided to the customers

● Be able to proactively perform data audit, SW/FW audit, and health check of the OSS

● Software and patch upgrades on network element to support feature testing and issue resolution verification

● Collect logs and perform log analysis for discussions with customers/internal

● Reduce the number of tickets escalated from TAC to upper Tiers

● Strong on customer support as well as data analysis of logs, etc.

● Able to drive for issue resolution with other Engineering teams

● Provide 24X7 support as needed for commercial Network outages and network performance issues. Also provide technical reviews and provide support to customers as needed

● Knowledge of wireless network architecture, protocols, RF optimization and standards

● Ensure high severity issues are monitored and respond to meet the agreed Service Level Agreements requirements

● Able to manage the Sev1/Sev2 outage processes to ensure internal teams join the outage bridge quickly and resolve the customer issue within Service Level Agreements

● Trouble tickets updated daily

● Trouble tickets should be addressed to resolve within SLA time

● Resolve 75% of the issues without going to a higher level support

● Good knowledge of wireless network architecture concepts especially in RAN domain

● Good knowledge of UNIX/LINUX operating systems

● Experience to investigate and evaluate trending data for issue resolution

● Tier 1 troubleshooting skills (customer service skills including answering phone calls)

● Willing to work any shift assigned – morning / 2nd Shift / midnight shift - 24X7X365

(including Weekends)

● Effectively manage all aspects of a customer Severity 1&2 outage/tickets from start to finish

● Trouble ticket management

SAMSUNG, MÉXICO

Tier 2 TAC Support Engineer

Jul 2020 – Aug 2021

● Technical Assistance Center (TAC) Tier 2 for 4G nationwide cellular network.

● 4G Test cases in AT&T LAB

● 24/7 environment where he provided advanced technical support and resolved complex issues.

● Interface directly with deployment and development teams which include installation, RITC Teams, PM’s, to resolve site or network problems as well as customer support.

NOKIA, MÉXICO

Tier 2 Support Engineer

Aug 2017 – May 2020

● Improved and optimized performance of Red Compartida Cellular Network as 2nd level support for LTE. Experience with Nokia and Huawei Microwave and BTS 4G equipment: Cloud and S/D RAN configurations. Backbone and backhaul troubleshooting using fiber optics and microwave. Analysis of Performance KPIs.

ERICSSON, MÉXICO

Telecommunications Support Engineer

May 2012 – Feb 2016

● Improved and optimized performance of Sprint Cellular Network as 1st and 2nd level support.

● Troubleshooting for RAN LTE and CDMA (Sprint). LTE eNB integration for Sprint.

● 1st level support for a Cellular Network in the United States (MetroPCS) from Mexico (NOC). CDMA, EVDO and LTE Technologies including environmental alarms, backhaul and routers.

● 1st level support for a Cellular Network in the United States (Cricket) from Mexico (NOC). The cellular Network has CDMA and EVDO Technologies. I used tools for monitoring and for open tickets as Netcool. I needed to test alarms with the Switch Engineers in order to set up the proper behavior and advice of each alarm.

● I developed with team-mates a new format for the physical and logical integration of UMTS nodes via microwaves for Movistar Mexico. I also participated in the Proposal for Nextel – Televisa for the 3G auction for Mexico and Brazil in the area of microwave transmission.

● Commission and integrate Ericsson equipment with no supervision

● Trainer for new members of the team.

Education

Masters Science Electrical Engineering

● CINVESTAV-IPN Mexico, City

B.E. Electronic Engineering

● Instituto Tecnológico y de Estudios Superiores de Monterrey. Campus Querétaro. México.

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