Kenneth Mohammed Email & Phone Number

Norcross, Ga

Alpharetta, Ga

Provides post-installation support for all Cisco Unified Communications solutions sold/deployed by SPS.

Utilize skill set, research in technical documentation, and consult with professionals in the field to resolve Cisco hardware/software and network problems.Responsible for Tier 2 technical support for configuration, maintenance and management and upgrades of large enterprise customers’ data and IP Telephony networks consisting of Cisco Unified Communications applications and hardware, including but not limited to Call Manager/Communications Manager 3.x, 4.x, 5.x, and 6.x, Unity, Unity Connection, IPCC/UCCX, CME/CUE, and a broad variety of Cisco router and switch platforms.Provides proactive system monitoring and troubleshooting for customers’ data and VOIP WAN and PSTN connections such as Frame Relay, PPP, MLPPP, Metro Ethernet, MPLS, transported over FXO/FXS, PRI/BRI, T1, DS3, and OC12 circuits, using static routing, EIGRP, OSPF, and BGP routing protocols, along with NAT, VPN, QoS, and access list configurations for traffic control and security.Creation and update of post-mortem documentation for all prolonged outages and escalations.Assist Engineering Lab Director with Pre-Sales testing of new Cisco software, applications and hardware, gaining advance knowledge of new technologies to emerge in the VOIP marketplace. Demonstrate initiative with respect to streamlining operations with respect to protocols to be adhered to monitoring customer networks and network hardware.Actively maintained customer voice/data infrastructure, supporting networks ranging from 50 users, to 5000+ users.

Open trouble tickets for medium and large business customers for minor and major troubles and MAC work with Nortel and NEC PBX, as well as Cisco routers, switches and VOIP telephony equipment.Escalate tickets to field management when SLA is in danger of being missed, or per customer request.Handle reports and special projects as assigned by upper management.Remote troubleshooting of alarms generated by customers’ Nortel Meridian-1 and NEC PBX systems, as well as Cisco routers, switches, and VOIP telephony equipment. Also remote troubleshooting of troubles reported by customers, if possible.Remote monitoring of T1, T3, ATM, ISDN, and Frame Relay circuits as it relates to customer premise equipment, referred any circuit issues to the respective carrier, and assist in performing head-to-head testsing between carrier and customer to ensure consistent uptime and minimal connectivity issues.Coordinate customer and vendor meetings for onsite hardware and software troubleshooting to ensure significant customer service in a timely manner by directing Telco support, field resources, and part logistics as well as providing onsite personnel with prompt and effective troubleshooting when needed.