Laura Polo

Experience

• 

  Cable & Wireless Communications

  Jan 2013 - Jul 2013

  Professional NOC Engineer (Internship)

  - Provide Support to SDH and MPLS network including equipments of Alcatel Lucent and Ericsson.- Provide support on the migration of services of SDH and MPLS network.- Laboratory testing in order to verify internal procedures. - Management Proactive of incidents to provide timely and efficient solution in failure to meet service agreements signed by customers.- Created documentation based upon monitoring requirements and drop procedures.- Developed and maintained reports based upon ticket metrics. Show less

• 

  Cisco

  Nov 2013 - Jan 2017

  Cisco TAC Engineer, VPN Team

  Network Engineer part of the Cisco TAC (Technical Assistance Center) with VPN expertise. On this role, I achieved extremely knowledge of Cisco networks as well as their installation and maintenance. In-depth understanding of multiple operating systems, also problem solving skills needed to troubleshoot and repair network issues. The scope of responsibilities assigned to my position:-VPN Ambassador, with the responsibility to lead the Foundation to Success Cisco project by coordinating weekly workshops to Cisco TAC Engineers, organize, track tasks among the team to meet deadlines. -To contact customer when follow-up on cases is required, until cases are solved and finally closed.-To handle customer's escalations related to any technical issues aroused in relation to the service provided.-Work for worldwide customers within her/his own team or with other Cisco teams to solve problems and enhance future products with senior engineer supervision.-Solve reported product and network problems of moderate and high complexity.-Effectively utilize technical and customer relationship skills as well as databases of existing issues, debugging tools and lab simulations to analyze problems and identify solutions with a high level of customer satisfaction.-Provide systems/product training and identify improvement opportunities and recommendations in products and processes.-Keep up-to-date with the latest technology products in his area of expertise in order to provide a high quality support in current and future types of support services.-To perform any other task, duties, or services requested by my immediate superior.-To ensure proper knowledge transfer of new products and technology.-To perform weekly service request reviews to guarantee proper handling of cases. Show less

• 

  AT&T

  Jan 2017 - Sept 2018

  Technical Project Manager - E2E

  ▪ Coordinate processes between sales, organization, and engineering services team for a global telecommunication company.▪ Communicate and organize project activities and assign it to various team members for completion and resolution. ▪ Work with internal AT&T teams and other stakeholders to establish, track, and drive collective team efforts.▪ Review, validate, and set the complexity of the project.▪ Organize commitments and timelines, and meet established service level agreements (SLA) and key performance metrics (KPI) for deadlines and cycle times. Drive process efficiencies to continually improve KPI metrics. Show less

• 

  SDG Group

  Jul 2019 - Apr 2020

  Business Intelligence Consultant
• 

  EdgeUno

  Oct 2020 - Feb 2022

  Technical Project Manager
• 

  RedValley

  Mar 2022 - Aug 2022

  Senior Technical Project Manager
• 

  Cisco

  Nov 2022 - now

  Senior Project Manager - Cisco/Zensar