Igor Correia Email & Phone Number

Coimbra, Pt

Porto, Portugal

As a member of the Voice Engineering team and RUN, my responsibilities include supporting the voice network environment, troubleshooting and handling incidents at levels L1, L2, and L3. Also engaged to review and redesign the voice environment looking for improvements and cost-efficient ways to the company.* Creation of new Job Aids to better assist the end user* Conduct regular reviews of the voice environment, identifying opportunities for enhancement and cost optimization for the company.* Enhance user support by redesigning the ePDSM (Service Now) forms, simplifying the process for users.* Assist BUILD team with the ongoing migrations of TNT x FedEx IP telephony* Participate on weekly meetings with the team to keep track of ongoing projects* Foster knowledge sharing by conducting transfer sessions to keep team members well-informed.* Provide training to team members seeking access to the CUCM environment, enabling them to utilize it proficiently.

São Paulo, São Paulo, Brazil

Assigned to be part of the UC Voice Ops team, I could deliver with excellence a customer support, handling daily incidents at the UC Voice environment dealing with Cisco and Avaya incidents L1 and L2 and when necessary triage to Field Support, I could also provide maintenance at the IPT documentation as dial-plans, DDIs, Knowledge Base and also joining daily meetings to follow up the strategy of migration from the legacy environment to Cisco Call Manager.

Sydney, Australia

Assigned to be a Cisco Voice Network Engineer along the Site survey being deployed at Johnson & Jonhson IT Network infrastructure as they were upgrading their legacy Nortel call manager environment to a Cisco Unified Communications Manager solution.

São Paulo Area, Brazil

Working as Field Engineer I was responsible to deploy and delivery new Cisco UC environments to our customers including all documentation regarding the whole proccess done.Projects: Natura - CUCM upgrade, new cluster and new UCS to be deployed. CUCM upgraded from 8.5 to 10.5. Unity Connection and Recording SIP Trunk integration.BASF - Installation and configuration of a new Video Conference Room*The first two months worked as Operations Enginner at Santo Antonio Energia where I had the pleasure to face new challenges fixing issues pointed by the customer at their Cisco UC environment.

São Paulo Area, Brazil

Part of a Cisco Voice Network Support Team I faced and fixed customer issues constantly: Call with no RTP, CODEC issues, call routing issues, media resources, unity connection (cisco voice mail).Projects:- Mondial AssistanceDeploy of a Cisco Unfied Contact Center environment I was responsible for Installing and Configuration of Cisco UCS(Unified Computing System), CUCM(Unified Communications Manager), CUC(Unity Connection) and CUP(Unified Presence). Also, rack installation of UCS servers, Voice Gateways and Switches. Configuration of Voice Gateways and Cisco VG224- TIM BrazilThe biggest Cisco Contact Center Environment deployed in Latin America, I was assigned to be the Operations Engineer, fixing daily issues reported by the customer. No recording calls, mute calls, call routing issues and any other inconvenience reported by the customer.Transfered to Operations Engineering Team to support Citibank Cisco migration in Brazil.Daily report meeting, fixing issues reported through BAU system, creation and execution of changes in critical issues, meetings and daily report to Manager.

São Paulo Area, Brazil

Introduction to Cisco Systems, as part of Cisco Voice Networking Team, I could learn how to deploy a Cisco UC environment and also a clear understanding of Networking, OSI Model, Cisco Routers and Switches, UCS and Applications.

Diploma, It Networking

Diploma, Business

Certificate Iii, English For Business

Advanced, English Language And Literature, General

Bachelor Of Systems Analysis, Information Technology