MATHEW HERNANDEZ

January 2021 - Present | Maitland, FL - Assoc Engineer, Technical Support - RAN Chronic Team - RAN Chronic Team Development and Leadership | Recruited into Chronic Team mandated by company to identify cell sites nationwide with recurring failures, pinpoint root cause of failures, create and implement fix actions to eradicate issues.

• Implemented troubleshooting of team processes, providing redesigned best practices and process improvements.
• Created new analytical tools to assess ongoing process controls and expose weaknesses for remediation.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Used ticketing systems to manage and process support actions and requests.
• Translated complex technical issues into digestible language for non-technical users.
• Provided documentation on troubleshooting of technical processes to support desk staff.
• Ticket creation history as of 01/07/2022: 195 created; 11.3% of team total 1724, 169 issues resolved (82%) 3 month performance
• Applied Six Sigma principles to process control methodology.
• On-boarded and trained new team engineers.
  Supervisor: Shaun Proctor (469) 323-0381

April 2014 - September 2021 | Maitland, FL - Engineering Tech I Customer Problem Management | Responsibilities include triage of customer performance device troubleshooting from end to end; problem isolation, remote repair of failure and/or engagement of fix agents for break/fix functions. Quickly moved to a position of supervision and instruction due to a rapid understanding of the infrastructure and consistently high success rates. Expanded role included on-boarding and complete training of incoming new hire contractors as well as day shift lead supervisor for 15 individuals. Successfully trained 8 classes of techs, 54 individuals total.

• Samsung 3G, 4G and small cell systems;
• ALU 3G, 4G and small cell interfaces;
• NSN 4G/5G 2500 systems;
• Clearwire 2500 LTE LSM application;
• Ericsson IP Certification.
  Supervisor: Suzette Hosier: (321) 279-6445
  Supervisor Craig Frazier: (913) 957-7651

January 2011 - April 2014 | Miami, FL - Field Service Technician for the South Florida market | Duties included performing network troubleshooting and capacity augmentation for Sprint Nortel CDMA, Motorola Nextel iDEN, Clearwire Samsung WiMAX, and Sprint Ericsson LTE technologies. Consistently a top performer throughout the region.

• Nortel Metro Cell Base Station service, repair, troubleshoot, commission, and augmentation. Proficient in all software and interfaces necessary to perform associated tasks; Vortex, CRT UNIX, Falcon, Netwatch.
• Motorola iDEN Network service, repair, troubleshoot, commission and augmentation. Proficient in all software and interfaces necessary to perform associated tasks; iDEN Tools, SUN Desktop.
• Clearwire service, repair, troubleshoot, commission, and augmentation. Proficient in all hardware, software and interfaces necessary to perform associated tasks; Samsung, Dragonwave, Ceragon, Huawei, Motorola, Cienna, Valere.
• Certified Sprint Ericsson Mini-Link SP and TN, RBS 6000 enclosures.
• Sprint CPE Certified - Customer premise VPN commission, decommission and troubleshoot. Ability to program and configure variety of switch and router brands as needed.

Starting as Network Technician, quickly promoted to Technical Project Lead. Responsible for overseeing new site builds, network monitoring and troubleshooting for Trex Broadband's "wireless fiber" backhaul which utilizes proprietary redundant millimeter wave radio technology.

• Responsible for deployment, maintenance, and troubleshoot of Loea L1000, L2710, and L2250 Gigabit Link point to point millimeter wave radios, Redline AN-80i., Solectek Excel and SkyWay point to point, WiMAX and CPE. Implemented WWP/Ciena switches and routers, Argus Cordex power systems.
• Developed sales and marketing, generated new business and managed customer accounts along with handling day-to-day technical responsibilities. Matched and exceeded production of existing sales force.
• Analyzed projects to determine resource requirements and procured necessary equipment and software.
• Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands.