Adrian Gutierrez Email & Phone Number

Chicago, Illinois, United States

Technical senior support engineer for Unified Communications Voice/Collaboration/Cloud systems*Focused on excellent customer satisfaction while providing stable, efficient and reputable solutions*Point of contact for other engineers when needing assistance on escalated incidents to ensure resolution and customer satisfaction within SLAs*Enterprise experienced implementing, designing and troubleshooting medium and large environments*Provide after-hours support… Show more Technical senior support engineer for Unified Communications Voice/Collaboration/Cloud systems*Focused on excellent customer satisfaction while providing stable, efficient and reputable solutions*Point of contact for other engineers when needing assistance on escalated incidents to ensure resolution and customer satisfaction within SLAs*Enterprise experienced implementing, designing and troubleshooting medium and large environments*Provide after-hours support when necessary to complete project tasks or incidents Collaboration ArchitectureCisco Unified Communications Manager (CUCM / SME)Unity Connection (CUC)Unified IM & Presence (IMP/CUPS)Cisco Contact Center Express (UCCX)Cisco Attendant Console (CUAC)Cisco Webex Meeting Server (CWMS)Cisco JabberCisco Emergency Responder (CER)Expressway Core and Edge (Mobile and Remote Access)Cisco Voice EndpointsTelePresence ServerVideo Communications Server (VCS)Cisco Meeting Server (CMS)Cisco Voice Gateways (SIP, H323, MGCP, and SCCP)ISDN PRI GatewaysCisco Cube / SBC (Sip trunking, box to box redundancy, Cisco IOS-XE)Cloud Collaboration (Webex Teams, HCS, UCM Cloud)Call Recording (Calabrio and AQM)Call Reporting (Variphy)Genesys IVRMicrosoft TeamsAPI (Postman/Python scripting) Show less

San Jose, Costa Rica

Technical support engineer for Cisco's Presence Server, Attendant Console, Jabber, IPMA and Cisco Webex on premises on the UCIS team. Promoted to Tier 2 for customer satisfaction and high metrics in case resolution. *Experienced in IM and Presence architecture for High Availability and load balancing*Designed Jabber’s xml configuration using BDI, EDI and CDI *Configured voicemail and mailstore services with Cisco Unity Connection*Experienced in CWMS deployments*Maintained… Show more Technical support engineer for Cisco's Presence Server, Attendant Console, Jabber, IPMA and Cisco Webex on premises on the UCIS team. Promoted to Tier 2 for customer satisfaction and high metrics in case resolution. *Experienced in IM and Presence architecture for High Availability and load balancing*Designed Jabber’s xml configuration using BDI, EDI and CDI *Configured voicemail and mailstore services with Cisco Unity Connection*Experienced in CWMS deployments*Maintained Attendant Console deployments on Windows Servers*Provided VMware ESXi support for Cisco UCS C-Series Rack Server and Cisco UCS B-Series Blade *Analyzed logs and packet captures to identify issues Show less

San Jose, Costa Rica

Technical support engineer for Cisco's Unified Communication Manager team. Assisted customers to implement a timely and effective solution to their needs.*Experienced in CUCM architecture on different deployments for call processing redundancy (Single-Site, Multisite, Inter-Clustering) *Implemented dial plan designs considering user dialing habits, emergency dialing requirements, cost effective solutions*Troubleshot Media Resources (Conference Bridge, Transcoding, Media Termination… Show more Technical support engineer for Cisco's Unified Communication Manager team. Assisted customers to implement a timely and effective solution to their needs.*Experienced in CUCM architecture on different deployments for call processing redundancy (Single-Site, Multisite, Inter-Clustering) *Implemented dial plan designs considering user dialing habits, emergency dialing requirements, cost effective solutions*Troubleshot Media Resources (Conference Bridge, Transcoding, Media Termination Point, Annunciators, Music on Hold) *Understanding of CTI Route points and CTI ports. *Analyzed trace and log analysis for Sip, SCCP, H323, MGCP protocols Show less

San Jose, Costa Rica

System administrator responsible for maintaining local IT infrastructure including servers, security, networking, storage systems and desktops. *Configured, maintained and provided virtual environment labs using Microsoft Azure and Hyper-V for training courses. *Deployed and maintained windows servers 2008/ 2012 R2 *Troubleshot personal computers and on-line support to customers with hardware or software problems.

Cisco Certified Internetwork Expert (Ccie) Collaboration#66643

Bachelor'S Degree, Computer Science, Costa Rica

Cisco Certified Network Professional (Ccnp Routing & Switching)

Cisco Certified Network Professional (Ccnp Collaboration)

Cisco Certified Network Associate (Ccna Collaboration)

Cisco Certified Network Associate (Ccna Routing & Switching)