Juan, can you tell us a bit about your role at BLiNQ Networks?
My role as Technical Support Manager is to oversee our customers’ technical operations upon their requests, while striving to provide a single and efficient point of contact for issues management and service deliverables. I work with them to discuss concerns and drive corrective actions to closure. I’m lucky to manage a team of talented engineers that help us deploy and support our multiple products across our customer base.
Part of the role is also to provide continuous support for product improvements, appropriately shaping customers’ needs and requests into actual product improvements requests, to then mobilize internal teams to deliver features/resolutions according to an agreed priority.
Based on your experience in customer support what is an example of a common issue you have had to troubleshoot?
The most common one seems to be underestimating proper planning when it comes to gathering network requirements. A successful deployment requires a detailed understanding of the needs and problems that are intended to be solved with the addition and/or initial install of a FW-300i into the network. A first and critical step is identifying the critical use-cases for the solution, which include but are not limited to:
The Primary Purpose of Deployment, whether that is to provide data connectivity for IoT devices, such as video cameras, sensors, mobile (nomadic) payment gateways… Mobile phones, Fixed Wireless Access deployments for broadband services.
- UEs Provisioning
- Device types
- Number of users and SLAs
- Type of traffic
What advice do you have for any new customer who is thinking about setting up a network with BLiNQ’s solutions?
I would suggest exploring spectrum access opportunities – will the operator be a GAA or PAL user? In case of PALs, is the intention to use any available GAA spectrum for quality and/or capacity purposes?
Consider any Wireless infrastructure already in place. Whether the FW-300i is integrating to a previously deployed private LTE network along with other FW-300i’s and/or other vendor’s equipment, the information will turn out to be crucial for proper coverage and capacity planning. Likewise, if the solution is needed to coexist with other technologies such as WiFI and/or WiMAX, or even point-to-point solutions, the information would be necessary as part of the planning, as this could improve performance for all solutions.
For any questions feel free to contact us.