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
• Provide new feature introduction training for internal teams, particularly to the global technical customer support teams.

• 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
• Manage high priority customer escalations and drive maintenance releases.
• Strong hands-on networking and communication protocol knowledge (TCP/IP, SIP, H.323, real-

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
• Manage Proactive Problem Management queues and collaborate with subject matter experts to remediate problems
• Perform ad-hoc data analyses

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.

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.

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.