Unified Communications Technical Support

Saeed Syed

Email: ***********@*****.*** Contact # 609-***-**** LinkedIn: saeed-syed-97134842

Summary

●10+ years of experience in voice and collaboration engineering, with a background in technical support.

●Strong Cisco experience, including Unified Communications, Contact Centers, and Cisco Webex configuration and support.

●Strong understanding of healthcare and insurance environments gained across multiple companies such as J&J and Nationwide.

Certifications and Training

●Administering Cisco Unified Communications Workspace Part 1: BASIC (ACUCW1)

●Introducing Cisco Voice and Unified Communications Administration V8.0 (ICOMM)

●ITIL v.3 Certified

●CompTIA A+ Certification

●Dell Certified Systems Expert of various Dell Desktop and Laptop Models

●IBM Certified of various IBM/Lenovo Desktops and Laptop Models

Professional Experience

August 2022 – Dec 2023

Sonepar USA

Collaboration Support Engineer

●Responsible for VoIP installations, migrations, and support.

●Addressed basic to advanced technical issues and provide end-user training.

●Worked with local businesses to gather information for VoIP conversion and SIP activation.

●Worked with the carrier on number porting to coincide with SIP activation.

●Assisted lead engineer on VoIP projects.

●Created call flow for inbound calls and auto-attendant as determined through communication with the business and manager.

●Configured all aspects of VoIP services for new locations/migrations.

●Troubleshot QoS and voice quality issues.

●Documented the process and procedures for VoIP conversion.

●Provided Day-to-day support/administration of Call Manager, Unity Connection, UCCX, Operator Console, e911, video, VoIP reporting, and TEAMS Room.

●Maintained personal interface with other co-workers and customers to facilitate troubleshooting.

●Responsible for performance monitoring and analysis for VoIP.

●Assisted with video equipment installation (TEAMS Room) as applicable.

●Took direction from the manager for all VoIP-related upgrades and projects.

●Involved with incident and problem management activities.

●Ensured VoIP platforms are kept currently patched from the approved vendor source to reduce vulnerabilities and correct anomalies.

●Researched solutions that benefit all OpCos to reduce costs and increase functionality.

January 2021 – August 2022

HCL Technologies (Client: Johnson & Johnson)

Voice Solution Engineer

●Worked in a Cisco Contact Center environment.

●Performed CSRs Complex Service Requests.

●Created SIP trunks for GENESYS PURE ENGAGE CONTACT CENTER.

●Created CTI Route Point (Jtapi controlled by Genesys).

●Created Route Pattern, Route Group, Route List.

●Created Third Party SIP Phones: CIPC, Zoom Phones, AV Biamp Device Cards.

●Troubleshot SIP Call Flows.

●Responsible for Bulk Administration MACDs.

●Responsible for Cisco Unity Tasks.

February 2017 – August 2020

Blackbox (Client: Mt. Sinai)

Sr. Voice Analyst

●Worked on Cisco Webex cloud contact center configuration and troubleshooting.

●Resolved service requests as they arise through a ticketing system.

●Provided root cause analysis of client-business impacting events and provide workaround resolutions or suggestions.

●Assessed the customer environment and escalate if required.

●Troubleshot CUCM v 6.x/7.x/8.x/9.x/10.x/11. x.

●Troubleshot Cisco Unity/Unity Connection 9.x/10. x.

●Utilized Collaboration applications such as MS Teams & Zoom.

●Created user accounts and providing instructions to users for the use of IP telephony via e-mail and telephone.

●Troubleshot UCCX & CUCM issues.

●Installed Cisco Agent Desktop CAD, Cisco Supervisor Desktop, CDA & Finesse.

●Configured workflows according to the needs of the client.

●Worked with Microsoft Lync/Skype for Business, Call Manager, and voice gateways (Cisco Call Manager, Skype for Business, and Audio codes).

●Used Zoom International call recording software.

●Supported third-party integrated voice software such as Zoom, Andtek, SFDC, ISDC.

June 2016 – August 2016

Tekscape

Cisco VOIP Analyst

●Resolved service requests as they arise through a ticketing system.

●Provided root cause analysis of client-business impacting events and provide workaround resolutions or suggestions.

●Assessed the customer environment and escalate if required.

●Troubleshot CUCM v 6.x/7.x/8.x/9.x/10.x/11. x.

●Troubleshot Cisco Unity/Unity Connection 9.x/10. x.

●Troubleshot Collaboration technologies.

●Worked with Microsoft Lync/Skype for Business, Call Manager and voice gateways (Cisco Call Manager, Skype for Business, and Audio codes).

July 2013 – December 2015

Nationwide Insurance

UC Support Engineer

●Created user accounts and provided instructions to users for the use of IP telephony via e-mail and telephone.

●Troubleshot UCCX & CUCM issues.

●Installed Cisco Agent Desktop CAD, Cisco Supervisor Desktop & CDA in UCCX.

●Configured workflows according to the needs of the client.

●Installed Cisco historical reporting and capture logs on CAD, CSD, & CDA.

●Customized and configure line setting per user’s request.

●Worked on CUCM Migration and Upgrade.

●Monitored Cisco RTMT Alerts and take appropriate actions to immediately resolve the issues.

●Worked with vendors to upgrade clusters.

●Assisted customers with their pilot projects and maintain Cisco Unified Communication Licensing.

●Assigned Unified CCX Extensions to agents in UCCX 8.5.

●Assigned Resource Groups and Skills to Agents in UCCX 8.5.

●Created Skills, Resource Agent Groups, Contact Service Queues, and Resource Group CSQ in UCCX 8.5.

●Administrated Cisco Unified Call Manager v 8.5., Cisco Unity Connection v 8.5, Cisco Unified Enterprise Attendant Console v 8.5.

May 2011 – July 2012

Verizon (GlaxoSmithKline Project)

Voice Engineer

●Worked in a Cisco Contact Center environment.

●Provided onsite support to 6000 end users in North and South America with their daily telephony issues.

●Created user accounts and provided instructions to users for the use of IP telephony via e-mail and telephone.

●Troubleshot existing IP telephony issues.

●Customized and configured line settings per the user's request.

●Assisted customers with their pilot projects and maintain Cisco Unified Communication Licensing.

●Provided support for Cisco Unity Express & Cisco Call Manager Express.

●Assigned Unified CCX Extensions to agents in UCCX.

●Assigned Resource Groups and Skills to Agents in UCCX

●Created Skills, Resource Agent Groups, Contact Service Queues, and Resource Group CSQ in UCCX.

●Created Teams and Make Assignments.

●Managed and logged tickets related to IP telephony in GSK Remedy System (GSK Support Console).

●Provided initial troubleshooting with all IPT Gateway issues.

●Advised customers to resolve their additional issues while being an onsite contact person available for 24/7 (Verizon NOC Support) in case of emergency.

February 2011 – April 2011

MPL Systems (Citigroup Project)

Computer Support Specialist

●Managed inventory by replenishing revolving inventory with incoming equipment, checking out hardware for deployment, monitoring inventory thresholds, and notifying management of inventory issues in a timely manner.

●Applied base image by using manual or semi-automated processes and utilities.

●Scheduled deployment appointments with users and/or department administrators.

●Installed supplemental software packages for non-imaged software.

●Tested system readiness for deployment.

●Responsible for End-user/profile configuration on email, printers, file share drives, etc.

●Migrated system data from the old desktop to the new desktop using manual and/or automated utilities.

●Performed data destruction of old desktop drives.

●Followed up with the user to ensure the new desktop is working and data/configuration is correct.

●Escalated issues, problems, and customer concerns to Desktop Systems Manager and Project Manager as needed in a timely, proactive manner.

August 2006 – February 2007, September 2007 – December 2010

Worldwide Tech Services

Field PC Support Representative

●Installed basic operating system software including Windows XP, Windows Vista, and Windows 7.

●Performed backups and diagnosed malfunctioning IBM and Dell laptops and desktops.

●Repaired hardware problems and software configurations.

●Installed and tested PCs for clients at their residences or places of business.

July 2006 – August 2006

Bravotech

PC Refresh Team Technician

●Installed software and made upgrades to the computers as per the customer’s request.

●Staged new equipment, deployed new equipment, collected old assets, and data wiped old assets.

February 2002 – January 2006

BancTec Corporation

Field PC Support Technician

●Worked on various Dell Products, including home desktop computers and personal notebooks as a Dell Certified Technician.

●Serviced computers for hardware and software problems.

●Installed new systems for Dell, Compaq-HP, Micron, and other third-party calls.

●Performed system installations, data migration, hardware upgrades, repairs, warranty service, and installations of wireless networks.

●Diagnosed and identified hardware problems and addressed software issues.

●Worked on various printer models including Dell, Lexmark, and HP as a certified technician.

●Worked on various Operating Systems including Windows 98, Windows 2000, Windows Millennium, Windows NT, and Windows XP.

●Worked in various Microsoft Office Applications.

Education

●High School Diploma (Completed), Pakistan

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