Gestión y soporte técnico en redes de acceso inalámbrico y optimización de procesos en el área de Customer Support de Huawei Technologies Colombia S.A.S.

Abstract

This report presents the activities carried out during the professional internship at Huawei Technologies Colombia S.A.S., within the Customer Support Department, Wireless team. The internship aimed to strengthen technical and professional competencies through participation in telecommunications network support processes. The initial stage included corporate induction and technical training in Radio Access Networks (RAN), microwave systems, cybersecurity, and internal operational procedures. Subsequently, activities such as technical audits, license validation, Return Material Authorization (RMA) management, technical case follow-up, operational reporting, and contingency planning support were performed. As the main contribution, an automation tool based on Microsoft Excel and Visual Basic for Applications (VBA) was designed and implemented to optimize the RMA tracking process by centralizing information, improving case traceability, and facilitating operational control. The results demonstrated greater efficiency in process management while strengthening the technical and professional skills acquired during the Telecommunications Engineering program. This experience also highlighted the value of integrating engineering knowledge with automation tools to support the continuous improvement of operational processes.