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Senior Tier 2 Technical Support Engineer
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Competencies
Experiencia demostrada en Cisco UCM.
Experiencia demostrada en Webex Control Hub.
Experiencia demostrada en Telepresence Video Endpoints.
Experiencia demostrada en Network Access & Registration.
Experiencia demostrada en Hardware Troubleshooting.
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Summary
Senior Tier 2 Technical Support Engineer buscando nuevas oportunidades
Experience
Senior Tier 2 Technical Support Engineer
Managed Cisco UCM and Webex Control Hub environments, creating profiles for video endpoint and IP phone registrations.. Troubleshot software/hardware failures, network access, and cloud registration for Webex video devices globally. Worked directly with Cisco IT on bandwidth upgrades when required.. Handled hardware replacement escalations, requested RMAs through Cisco TAC, and coordinated international logistics with field engineers to schedule hardware installation and return defective parts.. Served as an escalation point for Tier 1 agents, providing real-time troubleshooting guidance and technical support.. Conducted process quality audits to ensure efficient resolutions and avoid incorrect implementations; designed and delivered training sessions for new hires.
Tier 1 Customer Technical Support Agent
Provided technical support via inbound calls, emails, and chats for global enterprise users.. Isolated hardware defects requiring replacement and performed initial troubleshooting for the Webex Collaboration app, Webex Meetings software, and Telepresence video endpoints.