ANGEL FELIPE COSME MAHECHA

I’m a Telecommunications Engineering student with over 4 years of experience in specialized technical support, incident analysis, personnel training, and operational metrics monitoring. I focus on resolving complex technical issues in connected systems and improving service quality through measurable outcomes.

In field and residential network operations, I’ve worked across FTTH and HFC environments—installing and provisioning Internet, TV, and telephone services, activating ONTs/routers/decoders, and verifying signal parameters during installation. I also diagnose and resolve faults such as signal loss, low speed, telephony failures, and TV service issues, using tools like OTDRs and Triliithic field meters.

My background also includes leading technical support end-to-end: troubleshooting smart home security systems, supporting Z-Wave and Wi‑Fi connectivity, managing device synchronization, and escalating complex incidents when needed. I translate technical procedures into plain language for customers and maintain clear case documentation.

Beyond support, I’ve owned performance improvement through KPIs like CR, RPC, CSAT, QA, and AHT, and delivered coaching as a Trainer. I’m looking to grow in roles where I can combine telecommunications operations, technical analysis, troubleshooting, and the operation of critical technological infrastructures.