ENGINEER.CUSTOMER SUPPORT
Cisco Systems
Total years of experience :16 years, 1 Months
• Working as a backbone TAC Engineer in VNG for all EMEA Cisco TAC Centers and outsourced Cisco TAC Centers.
• Handling all escalation rose within EMEA Theater and from other Theaters within EMEA time-zone.
• Working directly with Cisco Business Units, Cisco Development Units and Third Party Vendors Support.
• Extensive interactions with clients as well as the entire organization. Proven track record of resolving issues within agreed time, cost and quality standards.
• Maintaining contact with clients and building relationships for continuing success and ensuring client objectives are met.
• Supporting Call Control Module (CUCM\CME), Contact Center Enterprise Module (UCCE\ICM\PGW\CCMP\CUIC\WebView\CCMP\MediaSense), Contact Center Express Module (UCCX) and Multi-Services Module (Voice Gateways\Voice Protocols\CUBE\CUSP\FoIP).
• Solving complex problems in the best way possible to ensure that Cisco customers are always highly satisfied providing a high-level technical support to customers and partners for Cisco's products.
• Verifying defects of Cisco voice technology, products and devices that customers experienced and reported to us.
• Submitted defects tickets for development team to track the issues.
• Receiving continuous and advance trainings directly from Cisco Business Units and Development Teams.
• Providing technical support remotely via phone, E-mail and remote meeting sessions to handle Cisco TAC cases raised by Cisco customers worldwide in VoIP field.
• Reproducing Cisco customers issues in the TAC lab.
• Reading and analyzing detailed and advanced level of traces and debugs.
• Troubleshooting, configuring, Installing, Upgrading and supporting (CUCM\CME\UCCE\ICM\PGW\CCMP\CUIC\WebView\CCMP\MediaSense\UCCX\Voice Gateways\Voice Protocols\CUBE\CUSP\FoIP).
• Queue manager for Cisco TAC ticketing System.
• Mentoring new hires.
UCaaS International (Unified Communications as a Service for Internal customers)
Customer: Orange (France Telecom).
Project Level: Service Provider.
Location: France - Rennes.
Role: Unified Communications Network Consulting Engineer.
Scope: Design | Implementation | Configuration | Troubleshooting | Documentation | Testing.
Cisco Unit: Advanced Services.
Period: July 2012 - Oct 2012.
• Working as an outsource Engineer level 3 for Cisco TAC .
• Solving medium to complex problems in the best way possible to ensure that Cisco customers are always highly satisfied providing a high-level technical support to customers and partners for Cisco's products.
• Using debugging tools and lab simulations to analyze problems and identify solutions.
• Dealing with Cisco customers from around the world with different cultures.
• Working with a high level escalation engineers and a high level of Cisco advanced services, development unit and business unit.
• Receiving continuous and advance trainings as new technologies introduced.
• Reproducing Cisco customers issues in the TAC lab.
• Reading and analyzing CUCM, MPE and IPCCX traces along with CME, CUE and voice GWs debugs in order to figure out the problem hitting the system.
• Troubleshooting, configuring, Installing, Upgrading and supporting Cisco CallManager (CCM) with versions CCM 3.x and 4.x along with Cisco Unified Communication Manager (CUCM) 5.x, 6.x, 7.x and 8.x.
• Troubleshooting, configuring, Installing, Upgrading and supporting Cisco IP Contact Center Express (IPCCX) with versions UCCX 8.x and 7.x, CRS 6.x, 5.x and 4.x and CRA 3.x.
• Troubleshooting, configuring, installing, upgrading and supporting Cisco Unified Communication 500 series (UC520), Cisco CallManager Express (CME) on UC520 or on a router, Cisco Unity Express (CUE) on UC520 or on a router and Cisco Meeting Place Express (MPE).
• Troubleshooting, configuring, installing, upgrading and supporting Cisco IP phones of all models.
• Troubleshooting, configuring, installing, upgrading and supporting Cisco Voice Gateways with protocols H323, SIP and MGCP.
• Monitor and provide an easy access to the lab environment.
• Training sessions for juniors.
• Technical interviews for juniors.
• Queue manager duties.