Syed Azlan

• Troubleshooting day to day Cisco IPT issues with Level 2 perspective
• Upgrading Cisco unified communication manager /Cisco unity connection
/IMP/PLM versions SU patch.
• Addressing Cisco issued vulnerabilities and resolving them.
• Addressing BU heads (SDMs, Clients manager) and attending weekly touch-base
calls for clients being as lead.
• Liaison with Masergy for PSTN related issues
• Coordinate the address and voice numbering and dialling plan, in compliance with
E-164 dialling schemes such as the NANP and IDD
• Manage Trunk utilization of SBC in Teams Admin Centre.
• Trunk Certificate management, upgradation, and monitoring Knowledge on SIP
• Mentoring entry level trainees with respect to technology, process and providing
basic on job training.
• Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, and
Cisco Webex Teams
• Managing & maintaining MGCP, H.323 gateways, CUBE / CUSP, SIP trunks and
troubleshooting issues.
• Handling day to day Incidents and Service requests
• Hands-on experience on MACD (Move, add, change, delete)

• They establish customer service standards, contribute to
improving customer support, and provide feedback to internal teams.
• Walk customer through problem-solving process; Follow up with customers to
ensure issue has been resolved; Supports operation of help desk
• Answering incoming phone calls for technical support
◦ Answering emails and
voice mails for support
◦ Receive inbound calls and tickets to diagnose,
troubleshoot.
• Escalate and identify situations that need immediate attention.
◦ Respond to
requests for all technical assistance

• Working on Change requests involving Call Manager, Cisco Unity Connection,
Voice Gateway configurations, IM and Presence
• Handling IT Service Manager Incidents and change management tickets, ITIL
based procedures are followed and focused to meet Customers SLAs
• Answering incoming phone calls for technical support
◦ Answering emails and
voice mails for support
◦ Receive inbound calls and tickets to diagnose,
troubleshoot.
• Working closely with the Implementation teams for new site
integration/Implementations
• Responding to customer support inquiries and documenting feedback from
customers. Helping customers troubleshoot technical problems such as network
issues.
• Ensuring checkouts for all weekend activities, daily checkouts and precaps for
power down activities.
• Hands on experience in Cisco call manager 10.x, 11.x, 12.x
• Hands on experience in Cisco unity connection, 10.x, 11.x, 12.x
• Hands on experience on Jabber for audio and video.
• Strong hands-on experience on MACD Switch consist of configuring and
troubleshooting following: Cisco IP phone - 68XX, 69XX, 78XX, 79XX, 88XX, 89XX,
2022-06.
• Jabber -Windows, iPhone, Android Call routing.
• Translation Pattern, Hunt Pilot, Hunt Group, Cisco Unity - Voicemail profile, Call.

• Managed escalated tickets and ensured SLA adherence, resulting in high
customer satisfaction. Demonstrated strong troubleshooting skills and technical
expertise to address complex customer issues. Collaborated with cross-functional
teams to resolve.
• Supervised a team of service desk engineers, ensuring the timely resolution of
customer issues. Conducted performance evaluations, provided coaching and