Fernando H.
About Fernando H.
Fernando H. is an Escalation Support Engineer at Poly, where he has worked since 2021. He has a background in Telecommunications Engineering and Economics, with extensive experience in technical support and network consulting.
Current Role at Poly
Fernando H. currently serves as an Escalation Support Engineer at Poly. He has held this position since 2021, contributing to the company for three years. In this role, he handles the highest level of escalation support, addressing complex issues that require immediate attention. His responsibilities include direct customer interaction to resolve escalated problems efficiently.
Previous Experience at Poly
Prior to his current role, Fernando H. worked at Poly as a Technical Support Engineer III from 2020 to 2021 for a duration of seven months. In this position, he provided technical support and assistance, enhancing his skills in customer service and technical troubleshooting.
Professional Background in Networking
Fernando H. has a solid background in networking and technical support. He worked at NTT DATA as a Network Convergence Specialist for one year from 2019 to 2020. Before that, he was employed at Cisco as a Customer Support Engineer Level 3 (VoIP) from 2016 to 2018 for two years, and as a Network Consultant for seven months in 2016. His experience in these roles has equipped him with extensive knowledge in network systems and customer support.
Education and Expertise in Telecommunications
Fernando H. studied Telecommunications Engineering at Facultad de Ingeniería de la UNAM, where he earned his Engineer's degree from 2011 to 2015. He also pursued further education in Economics at Universidad Nacional Autónoma de México, obtaining an e-Commerce diploma since 2015. His academic background supports his expertise in technical support and network analysis.
Specialization in Root Cause Analysis
Fernando H. specializes in root cause analysis (RCA) of environments involving AWS and Microsoft 365. His expertise in this area allows him to effectively diagnose and resolve complex technical issues, ensuring high levels of customer satisfaction and operational efficiency.