Technical Support Engineer

Professional Summary

Over fourteen years of technical and project management experience supporting unified communication systems in multinational global companies providing analytical support, implementation, administration, and troubleshooting

Strong communication and presentation skills and versatility in successfully working with both the business and IT communities.

Objective

A customer-facing position where delivering Unified Communication Technologies are paramount to the success of the organization.

I best function in a team environment where each individual proactively takes charge of the responsibilities, and share their experience and knowledge to provide continuity and value.

Professional experience

04/2017 to 10/2017 Fanatics, Inc. San Mateo, California

Sr. Unified Collaboration Engineer

Provide advanced technical support for Unified Communications platforms and applications.

Isolate and resolve escalated customer issues on a daily basis.

Provided ongoing maintenance and Tier 3 level technical support for more than 300 local users and 2500 remote users including call center agents.

Worked with Cisco TAC on major issues caused by software bugs and hardware failures.

Partner with Unified Communications Design team to transition new systems and applications into the production environment

Managed VoIP Streams.

Manage servers, data terminals, and VoIP processing equipment.

Acts as an escalation point for UC Configuration Management and Design teams.

Troubleshoot and report telco issues to carrier and work to resolution.

Responsible for project implementation and technical support of Cisco Unified Collaboration related technologies which include, but are not limited to: Cisco Unified Communications Manager, Unity voicemail, Contact Center Express UCCX, Voice Gateways, Cisco router/switch, Jabber, Telepresence, WebEx infrastructure, Cisco Spark, BlueJeans.

Executive Level Support (C Level, VP, Directors) for unified communication matters.

Work with remote users (internal and external) to successfully connect with existing video conferencing equipment.

Over 7 years of direct experience with Video Conferencing/AV integration design, engineering, installation and support Experience with Cisco/Tandberg MCUs, Cisco/Tandberg endpoint products, and Cisco TelePresence.

Advanced understanding of Microsoft systems and applications (Outlook scheduling, Exchange AD, Lync, Skype, BlueJeans), and how Telepresence integrates with these applications.

06/2015 to 03/2017 Flex International, LTD. San Jose, California

Unified Communication Analyst

Provided management and support of Voice and Video conferencing solutions in a global multi cluster UC and network environment.

Managed and supported new implementation and migration of Cisco Unified Communication

Manager (CUCM) projects, VoIP and Video devices, Unity voice Mail, Call Manager, IMP, WebEx and

Jabber Integration

Supported and administrated the daily issues with Cisco Unified Contact Center Enterprise UCCE.

Experienced support engineer, system trouble shooting and provisioning using analytical and provisioning tools, ServiceNow, RTMT, Cisco Prime collaboration and prime provisioning.

Monitoring of Voice and Video infrastructure, capacity and performance analysis to ensure continued,

uninterrupted operation.

Assisted with helpdesk customer tickets by troubleshooting problems with regard to the VOIP system.

Management of local CISCO VoIP phone system and MS Voice Mail System

Project management of unified Communication and network implementation and migration projects,

leading multiple teams to successful project completion, providing progress and comprehensive

documentation.

Process improvements within the UC team and with other IS teams to promote better collaboration, documentation, continuity and improved efficiency.

Interfaced with carriers and third party vendors during system and circuit outages, in new upgrades and trouble-shooting issues.

Excellent communication with the engineering, cross-functional teams, management and vendors.

04/2012 to 04/2015 Cisco Systems, Inc. San Jose, California

Theater Lead IT Engineer

Managed and maintained Video conferencing equipment and performed daily health checks.

Monitor Video infrastructure capacity and performance to ensure continued, uninterrupted operation of its systems and applications.

Identify, isolate and classify issues identified either manually or via available network management tools.

Support for TelePresence upgrades, validations, training, handshakes and communications

Responsible for Configuring, monitoring and troubleshooting Cisco (Tandberg) codecs like SX10, SX20, EX90, DX80, and MX300 etc.

Knowledge on Cisco Video Infrastructure like TelePresence Server, TMS and CUCM.

Deal with escalation support Level 1 and Level 2 tickets using Remedy solution.

Executive Telepresence onsite end-to-end meeting support.

Ability to deal effectively with senior and mid-level executive/management teams in resolving technical conferencing issues and questions.

Early technology adoption initiative, which includes training and best practices documentation etc. (Jabber, WebEx one touch).

Board room customized solution support.

B2B Telepresence meeting support and escalate to service provider for issues through TXBU helpdesk.

08/2009 to 12/2011 CHC CONSULTING LLC. Santa Ana, California

Design Engineer/System Analyst Onsite for AT&T

Provided detailed feeder and distribution outside plant network drawings to be used by construction.

Interpreted OSP records and reviewed LEIS systems.

Conducted telecommunication network planning including historical growth analysis of POTS, DSL,

and T1 services, cost analysis, and annual expansion forecasts.

AT&T ARES and ATL 1.0 & 2.0 systems certified.

AT&T ARES PLR/DESIGN ENGINEER certified.

Designed auditing procedures for RT Plugs & Recovery projects to ensure system connectivity and reliability.

03/2005 to 08/2009 LAC+USC Medical Center Los Angeles, California

Senior System Administrator

Managed the services of technical consultants to support the desktop computing and personal computer (PC) environment at Los Angeles County+University of Southern California Medical Center (LAC+USC) and the remote sites supported by LAC+USC.

Managed and provided Desktop, Server and Network support running Windows 2000/2003 environment.

Own and manage the upgrade and maintenance cycles across the entire enterprise for all existing hardware and software

Own and manage the infrastructure and operations of the helpdesk across the entire enterprise through cross-functional work with the extended support teams and the business clients/users.

Specialized in providing video conferencing technical support to senior executives

07/2003 to 01/2005 Westfield Corporation, Inc. Los Angeles, California

Senior Technical Support Analyst

Provide support for all company employee computers and servers

Managed and maintained video web meetings and conferences for all senior executive level

Onsite LAN support at the corporate head office

Offsite support for LAN and WAN using remote management

Maintain and provide support to the System Administration Group

Provide creative insight and resolutions to day-to-day system-level problems

Create documentation and track technical activities, problems, updates and resolutions via the

Help-Desk database on a daily basis

Education And

Certification

11/2006 DeVry University California

Bachelor of Science in Telecommunication Management

Cisco Certified Network Associate (CCNA)

AT&T ARES and ATL 1.0 & 2.0 systems certified.

AT&T ARES PLR/DESIGN ENGINEER certified.

Technical Skills

Operating Systems: Microsoft Windows (9x, NT, 2000 workstation and server, XP, Vista, Win7, Win10)

Software: Microsoft Office, CA UniCenter Service Desk, Project Management, MS Exchange, Citrix, VMware, Novell GroupWise, Adobe Creative Suite, Macromedia Studio MX, File Maker, Networking, ADSL, HDSL, Active Directory, Computer Hardware, Computer Maintenance, Mobi, Pesco, Wimax, Wigo, SOHO, ARES Design, Video Conferencing, Tandberg Management Suite, Tandberg Content Server, Tandberg VCS, Movi/Jabber Video, Cisco Spark, Tandberg endpoints, ServiceNow, Remedy, Cisco Call Manager, UCCX/UCCE, Unity Voice Mail, WebEx, BlueJeans, Slack Messaging and Vyopta monitoring.

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