Kenneth Dang Email & Phone Number

• Assist in supporting, maintaining, and operating key micro services in the Webex Video Platform.• Relevant experiences in technical product support, cloud operations or site reliability engineering.• Final tier of support in Cisco, working directly with Cisco’s global support organisation and other Cisco BUs.• Work closely with development teams to investigate customer issues and validate bug fixes.• Provide new feature introduction training for internal teams, particularly to… Show more • Assist in supporting, maintaining, and operating key micro services in the Webex Video Platform.• Relevant experiences in technical product support, cloud operations or site reliability engineering.• Final tier of support in Cisco, working directly with Cisco’s global support organisation and other Cisco BUs.• Work closely with development teams to investigate customer issues and validate bug fixes.• Provide new feature introduction training for internal teams, particularly to the global technical customer support teams.• Develop and maintain internal tools and automation systems to aid debugging.• Help shape future features and products by driving serviceability improvements. Show less

• Technical product specialization in one or more Cisco collaboration products and overall knowledge of the solution including Cisco Meeting Servers, Telepresence, Cisco Collaboration Endpoints, etc.• Final tier of support in Cisco, working directly with Cisco’s global support organisation and other Cisco BUs.• Troubleshoot complex customer problems and work closely with development and QA to drive solutions for product defects.• Manage high priority customer escalations and drive… Show more • Technical product specialization in one or more Cisco collaboration products and overall knowledge of the solution including Cisco Meeting Servers, Telepresence, Cisco Collaboration Endpoints, etc.• Final tier of support in Cisco, working directly with Cisco’s global support organisation and other Cisco BUs.• Troubleshoot complex customer problems and work closely with development and QA to drive solutions for product defects.• Manage high priority customer escalations and drive maintenance releases.• Strong hands-on networking and communication protocol knowledge (TCP/IP, SIP, H.323, real-• time video/audio codecs, etc).• Build and maintain product knowledgebase and be first point of contact for other Cisco• engineering teams.• Create, develop and maintain tools and systems to aid support role.• Help shape future features to ensure the best field supportability. Show less

Herndon, Va

• Collaborate across functional teams identifying, designing, developing and improving Problem Management and data science solutions • Define, develop and improve automation, event correlations, thresholds, health reviews and predictive failure analysis• Develop and utilize statistical modeling and data mining techniques to obtain and interpret data to drive value, increase NOC efficiency while reduce customer impact • Manage Proactive Problem Management queues and collaborate with… Show more • Collaborate across functional teams identifying, designing, developing and improving Problem Management and data science solutions • Define, develop and improve automation, event correlations, thresholds, health reviews and predictive failure analysis• Develop and utilize statistical modeling and data mining techniques to obtain and interpret data to drive value, increase NOC efficiency while reduce customer impact • Manage Proactive Problem Management queues and collaborate with subject matter experts to remediate problems• Perform ad-hoc data analyses • Perform knowledge transfer, training and develop Know Error Articles • Act as a focal point and escalation contact for high priority and high impact problems.• Analyze, configure and troubleshoot large complex networks with mixed media and protocols.• Create or assist with Root Cause Analyses and Major Problem Reviews.• Translate abstract data into a highly-visual and easily-digestible formats• Event Management experience with working knowledge of associated protocols and technology (SNMP, API, XML, Traps, Syslogs , ect…)• Working knowledge of Splunk, Science Logic (EM7)• In depth experience & working knowledge on Cisco Telepresence and Collaboration Technology• Experience with configuring and troubleshooting Cisco Telepresence Infrastructure and Endpoints, Cisco Collaboration Technology Show less

Herndon, Va

• Ability to analyze, configure and troubleshoot large complex networks with mixed media and protocols.• Provides consultation to independently solve complex product and network problems.• Is a technical expert in at least IP Communication technologies• Acts as a focal point for large account network problem resolution.• Effectively utilizes complex lab setups to duplicate and solve problems.• Submits complete and correct software defect reports in area of expertise.•… Show more • Ability to analyze, configure and troubleshoot large complex networks with mixed media and protocols.• Provides consultation to independently solve complex product and network problems.• Is a technical expert in at least IP Communication technologies• Acts as a focal point for large account network problem resolution.• Effectively utilizes complex lab setups to duplicate and solve problems.• Submits complete and correct software defect reports in area of expertise.• Effectively works with CA and cross-functional teams to resolve major customer issues.• Drive for continuous learning, results orientation and teamwork;• Provides systems/product training and intellectual property material.• Able to determine problems and deliver solutions with a high level of customer satisfaction.• Excellent written and verbal communication, interpersonal and presentation skills.• Ability to function effectively in ambiguous circumstances.• Shares information and communicates clearly with team members to improve team effectiveness. Encourages and accepts feedback.• Proven crisis management and leadership skills• In-depth troubleshooting experience and knowledge of VOIP/Video signaling• Technical knowledge of SIP, H.323, Unix/Linux, AD/Exchange, Video, Tandberg Products, and Routing/Switching • Proven planning, prioritization and organizing skills. Show less

Reston, Va

Provide excellent customer support which includes troubleshooting complex issues involving video conferencing endpoints, infrastructure, recording and management devices.Provide 3rd Level Support for high to critical support cases involving the Cisco Tandberg Content Server and its integrations with external Windows Media Server, Quick Time Media, Flash Wowza Media Server, and MXE Show and Share Integration.Assist Level II engineers while on the phone in resolving high and critical… Show more Provide excellent customer support which includes troubleshooting complex issues involving video conferencing endpoints, infrastructure, recording and management devices.Provide 3rd Level Support for high to critical support cases involving the Cisco Tandberg Content Server and its integrations with external Windows Media Server, Quick Time Media, Flash Wowza Media Server, and MXE Show and Share Integration.Assist Level II engineers while on the phone in resolving high and critical cases involving the Tandberg Content Server should the need arise or if requested by management. Provide assistance to other level II Engineers in resolving more serious and complex issues on other product types in a timely fashion to improve customer satisfaction. Implement customer facing issue recreates in the labs using Codian, Cisco, Tandberg infrastructures and endpoints as well as using other external vendor’s such as Polycom & Life-size.Implement interoperability & bug testing between Codian, Cisco, and Tandberg’s infrastructures and endpoints against other vendor’s when the need arises. Communicate with the Business Units to report issues, recreation steps, log files, troubleshooting attempted, or any other relevant findings. Then assist the customers with implementing the BU’s recommendations or suggestions. Diagnose and file software bugs using CDETS system for development to validate and verify in regards to customer facing issues. Serves as Reston’s TAC lab administrator and primary POC for all lab requests from TAC CSE(s) as well as from other organizations such as sales, federal CSEs, AS, etc.Responsible for all design, implementation & maintenance of Reston’s entire TAC lab physical/virtual infrastructures, endpoints, and network. Show less

Worked with video conferencing (VC) support technicians both internally and remotely to coordinate distance learning connections between Arlington, Prince William, and Fairfax campuses comprise of more than 20,000 students not including faculties and staff, as well as non-university entities as required.Responsible for immediate on-call support for Classroom Technologies staff supporting VC.Maintained back up in-room VC and A/V hardware support and troubleshooting as needed.Provided… Show more Worked with video conferencing (VC) support technicians both internally and remotely to coordinate distance learning connections between Arlington, Prince William, and Fairfax campuses comprise of more than 20,000 students not including faculties and staff, as well as non-university entities as required.Responsible for immediate on-call support for Classroom Technologies staff supporting VC.Maintained back up in-room VC and A/V hardware support and troubleshooting as needed.Provided desktop support both onsite and remotely (reimage, Active Directory, programs installation and removal, periodical system backups, system upgrades, antivirus and antispyware package) for the VC office.Installed and configured various VC codec (including Tandberg, Codian, and Polycom), VoIP phones (for audio only conferences), as well as VC infrastructures (bridges, gatekeepers, gateways, and content servers) as needed by the VC office.Launched FTP to transfer video/audio files from the Codian IPVCR and Tandberg Content Server to a backup server for archiving purposes and for updating hardware components.Worked and managed Sharepoint's ticketing and file storage systems on a daily basis.Performed simulated tests involving switches and routers and manual DHCP configuration to pinpoint firewall issues.Deployed Telnet, SSH and HyperTerminal (RS-232) to make remote or on-site configuration changes to hardware.Applied Adobe Photoshop to design various logos, wallpapers, and graphics to represent the GMU VC Office.Trained and provided written documentations for faculties, staff, students, and other presenters on how to use the Crestron touch panel to access A/V and VC equipments in a VC equipped room as well as basic troubleshooting procedures.Worked with Crestron Programmers to design appropriate layouts for in-room touch panels and mobile Xpanels. Show less