Emmanuel Nieves

Telecommunications Engineer with 7+ years of experience in customer support, partner collaboration, network operations, and technical account coordination within multi-vendor telecom environments (Ericsson, Huawei). Strong background supporting customers and cross-functional teams throughout operational and service delivery processes. Experienced in troubleshooting, KPI analysis, incident management, SLA compliance, and customer communication across North America and LATAM markets.

Technical Solution Engineer at Ericsson (2022-02 – 2026-05)

• Supported North America market operations during critical maintenance windows.
• Collaborated with cross-functional teams to ensure SLA compliance and customer satisfaction.
• Performed alarm analysis, KPI monitoring, troubleshooting, and service recovery activities (BB traces, etc).
• Coordinated with internal teams and stakeholders to resolve operational issues efficiently.
• Supported high-impact software upgrade projects involving more than 800 network elements per night during rollout activities.
• Maintained continuous communication with customers and operational teams during critical activities.
• Assisted in issue escalation tracking and follow-up to ensure timely resolution.
• Vervitiv M830B (Firmware Upgrade)

Wireless Engineer, Tier II (GSM/UMTS/LTE) at Huawei Mexico (2018-07 – 2022-02)

• Managed and executed remote telecom projects for LATAM customers.
• Acted as a key customer contact during maintenance windows and operational activities.
• Coordinated technical activities while ensuring compliance with agreed SLAs and customer expectations.
• Supported customer operations through troubleshooting, KPI analysis, and incident resolution (CSFB, HO, E2E traces, Capacity, Config, KPI degradation, etc).
• Monitored network performance and provided recommendations to improve service quality.
• Collaborated with internal departments (OSS/IT/Core/TX) and R&D teams to resolve critical customer issues.
• Conducted root cause analysis (RCA) and communicated findings clearly to customers and stakeholders.
• Provided timely resolutions in accordance with SLAs, minimizing service disruption and enhancing customer satisfaction.
• Supported integration and configuration of new network sites.
• Maintained accurate incident tracking and follow-up using internal ticketing systems.
• Developed strong experience working in customer-focused and high-pressure operational environments.

Infrastructure Engineer at ENI Networks (2018-01 – 2018-07)

• Installation & commissioning point to point, point to multipoint antennas.
• Deploy/align new radio links in licensed band and unlicensed band.
• Recover link services on site.
• Multi brand deployment backhauls: Siklu, RF Element, Mimosa, Cambium.
• Installation on tower.

Front Office Engineer at Huawei Mexico (2016-10 – 2018-01)

• Served as the first point of contact for customer incident reporting and support.
• Monitored and escalated network incidents to ensure timely resolution.
• Performed Level 1 troubleshooting and KPI monitoring activities.
• Maintained accurate ticket documentation and customer communication.
• Led a team of 7 Front Office Engineers, providing operational guidance and quality assurance support.
• Coordinated with multiple internal teams to ensure service continuity and issue resolution.

Engineer at INTEGSA (Inplant Alestra Data Center) (2016-07 – 2016-10)

• Experience using a fusion splicer.
• Handling of service orders issued by Axtel.
• Use of optical fiber analyzer.
• Conducting site survey.
• Implementation of structured cabling for Axtel and different customers.

Engineer Support at Hotel Staybridge (2015-12 – 2016-07)

• Managed IT resources and server administration activities (Zentyal Server).
• Responsible for quotations and procurement of new equipment.
• Performed warranty and maintenance follow-up activities.
• Managed PMS Opera system operations.
• Coordinated with vendors and suppliers for operational support (APC/PMS Oracle/Onity/Axtel).

Engineer in Telecom – UAQ (2011-08 – 2015-12)

Diploma in Fibre optic – FibreMex