Diego Mireles
Wholesale NOC Engineer
Mexico City
Summary
Professional with experience as both a Technical Customer Service Analyst and a NOC Wholesale Engineer in the telecommunications industry. Skilled in providing exceptional technical support, troubleshooting mobile network issues, and optimizing network operations to ensure seamless service delivery. Proficient in diagnosing device-related problems and implementing effective solutions, with a strong understanding of mobile technologies (GSM, LTE, 5G) and network protocols. Adept at using CRM tools and ticketing systems to manage customer inquiries and document interactions efficiently. A collaborative team player with excellent problem-solving skills, committed to enhancing customer satisfaction and maintaining high standards through network management and support.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
NOC Support Engineer
ComputerTel
Mexico City
01.2025 - Current
- Monitor and troubleshoot wholesale voice and data traffic, ensuring optimal network performance.
- Manage and resolve routing, quality, and connectivity issues with carriers and partners.
- Analyze call failures, ASR (Answer Seizure Ratio), ACD (Average Call Duration), and PDD (Post Dial Delay) to optimize performance.
- Perform real-time monitoring of network alarms and escalate critical issues to Tier 2/Tier 3 support or vendors.
- Coordinate with carriers, vendors, and internal teams to resolve network incidents and maintain SLAs.
- Investigate and mitigate fraudulent traffic patterns, ensuring compliance with security policies.
- Provide technical support to wholesale customers, handling trouble tickets efficiently.
- Generate reports on traffic performance, incident resolution, and network KPIs.
Technical Customer Service Analyst
Radiomóvil Dipsa (Telcel)
Mexico City
10.2011 - 06.2024
- Provide technical support to customers on site.
- Troubleshoot problems related to SIM cards, network connectivity, VoLTE, APN settings, and mobile data.
- Guide customers through troubleshooting steps for mobile operating systems (Android & iOS).
- Diagnose and escalate complex cases to higher support levels when necessary.
- Document interactions, solutions, and customer feedback in the CRM system.
- Stay updated on new mobile technologies, carrier updates, and troubleshooting procedures.
- Deliver an outstanding customer experience with a professional and friendly approach.
Education
Bachelor of Science - Electrical And Electronics Engineering
Universidad Nacional Autónoma De México
Mexico City, Mexico 09.2002 - 12.2008
Skills
Remote support
Incident management
Ticketing systems
VoIP systems
Teamwork and collaboration
Problem-solving abilities
Troubleshooting skills
Excellent communication
Attention to detail
Written communication
Interpersonal communication
TCP/IP protocol
Timeline
NOC Support Engineer
ComputerTel
01.2025 - Current
Technical Customer Service Analyst
Radiomóvil Dipsa (Telcel)
10.2011 - 06.2024
Bachelor of Science - Electrical And Electronics Engineering
Universidad Nacional Autónoma De México
09.2002 - 12.2008
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