Mohammed Kamal Email and Phone Number

Epson America, Los Alamitos, CA May 2023 to Present Senior Telecommunication EngineerResponsible for optimizing voice networks by monitoring, evaluating, and tuning telecommunication systems, analyzing voice networks and recommends acquisition of equipment and telecom services to management. Provides on-site and remote end user support for Mitel desk and softphones.Responsible for managing and administering all corporate Zoom Room video conference system by ensuring that that the audio/video setup is configured properly for on-site and remote Zoom conferences, troubleshoot, and resolve any audio & video related issues with Zoom Room devices, oversee the health check of Zoom Room A/V and perform software update. Administered company telephone system which include VoIP and Contact center, add, remove ACD users, participate of building call flows, design, and configure IVR, managed roles, permission. Troubleshoot users reported call quality issues utilizing various industry leading tools, actively participate of analyzing and resolving issues with Contact center reports. Participate in Company Telecom projects. Review and track the employee eligibility request forms for corporate smart phone program, processes request of all new and upgrade of corporate smart phone devices. Maintain confidentiality of smart phone users PII (Personal Identification Information), ensure the delivery of the devices, provide support on corporate smart phone setup and compliance, update the inventory. Troubleshoot and provide support to user’s issues with corporate smart phone, assist them on installing all corporate apps, software update, backup/ restore on iTune. Inspect corporate smart phones health check on MS InTune to ensure the devices are in compliance, also send a reset command via InTune to unlock device passcode etc.• Provides on-site and remote end user support for Zoom Rooms. Orders and deploys Corporate Mobile Phones.

Managed the total infrastructure of company’s telecommunication services, meet with IT managers to determine the company’s Telephony needs. Analyzed existing VoIP networks and computer systems and develop architecture plans for voice and eFax services. Designed, implemented, and managed a Contact Center, and related systems for all branch and corporate facilities. Participated in Branch/Corporate facilities/ M&A buildout activities as required. Administered company telephony system users and managed roles and permissions. Troubleshooted VoIP systems and related network issues. Analyzed and upgrade related network security systems and protocols. Optimize network installations for future expansion, cross training of staff as required. Met with all corporate Branch management team to discuss about the needs for user friendly and robust VoIP system for company’s everyday business activities, recommends break-fix by providing discovery solutions my migrating to Vonage UCaaS system. Coordinated with all Telecom and third-party vendors, submitted and signed a LOA for line porting, scheduled a test date for testing the lines inbound and outbound traffic and then oversee the entire cutover and system migration with VoIP support team and third-party telco vendor..Administered and managed SBC (Session Border Controller), ensure SIP trunk is secured by using the manufacturer best practice document, configure and assign SIP endpoint devices.• Managed all corporate telecommunications services which included VoIP, Call accounting, IVRs, . . Actively involved with deploying Vonage VCC contact center (CCaaS) for the company by creating flow chart, design menu trees, crated agents, supervisor, groups, queues, prompts and scripts. • Participated on User Acceptance Testing (UAT), review post cut-over and make any necessary adjustment or corrections, schedule an end user and project management team members of the entire organization

Telecom Operational support of VCA IT Telecommunication services. Acknowledge and address Service Desk Incidents that impact hospital operations due Carrier and local PBX/VoIP issues. Implement appropriate solutions in a timely manner. Review telecom invoices and identify contract and early termination fees, coordinate with all Telecom and third-party ISP vendors, and participate in cut-over, line porting. Review and evaluate issues with each hospital reporting issues with their telecom related issues, recommend break-fix by providing discovery solution or migrate to UCaaS 8x8 system. Troubleshoot problems related to network and WAN circuit issues. Acts as a liaison with Telecommunication vendors and VCA hospital staff in coordinating on-site repair. Resolve all traditional and VoIP Telecommunication incidents. Work effectively with internal groups and escalate issues as needed to resolve outages. Daily system review and opening pro-active incidents with business partners and carrier service providers. Ensure documentation and procedures are current and effective. Actively involves in planning, developing, designing, configuring, and implementing VoIP and UCaaS installation which includes PBX, contact center, Session border controller, and collaboration devices. Directly involves in the task of configuring, implementing, and setting up auto attendant, IVR call flow, ACD, hunt group, route point, voice VLAN and SBC (session border controller) following manufacturer best practice document and instructions. Participate in a scheduled on-call after hours support rotation. Conducts special projects as assigned.

Ensured optimal phone system performance and stability via the direct implementation and administration of various VoIP and unified communications-as-a-service (UcaaS) systems such as ShoreTel/Mitel Connect, Oaisys, Telstrat and Xima. Offered second-level customer support to resolve emergent technical issues while also communicating detailed status reports to associated end users, manufacturers, and internal staff members (providing additional resolutions for support requests based on internal/external SLAs). Coordinate server migration and after-hour software upgrade efforts to provide end user servers and systems with the latest firmware updates. Tasked with moderating the company’s helpdesk center and ticketing system to properly address and prioritize issues based on urgency and other relevant factors. Assisted in developing project plans, defining goals, reporting issues to business and technical groups, and completing large-scale enterprise deployments.• Contributed to the creation of successful proactive measures to anticipate and/or remove the need for traditional service

Responsible for maintaining Shoretel VoIP system for users at 3 different site, designing call flow and complicated programming of the PBX and implement to meet company's need.Provide end-user support to all 3 site about 550 users.Coordinate with inside sales and marketing department in the company and create a customize solution for their needs. Fulfill role of “help desk” for internal and remote workforce. Perform desktop, server, network, VoIP and/or other support, coordinate with Telco, other support vendor to place and order new service or add, move and change, created document for end user flow chart in MS Visio, dictate.Manage ticketing system, address issues based on urgency and other relevant factors.Track and document all service activity in ticketing system; escalate and follow-up as needed.Install, configure, and maintain hardware, software, and other peripherals.Communicate issues clearly to business and technical groups internally or externally as situation warrants.Monitor back-up / disaster recovery systems for successful completion of jobs Implement various network gear such as routers and switches.Perform after hours software upgrade to fix any errors with VoIP PBX.

Highly experienced and knowledgeable of designing and implementing ShoreTel VoIP telephone systems tailored to end user needs.Provide end-user support. Fulfill role of “help desk” for internal and remote workforce. Perform desktop, server, network, VoIP and/or other support as customer’s Maintenance Support Agreements (MSA’s) dictate.Manage ticketing system, address issues based on urgency and other relevant factors.Track and document all service activity in ticketing system; escalate and follow-up as needed.Install, configure, and maintain end user hardware, software, and peripherals.Communicate issues clearly to business and technical groups internally or externally as situation warrants.Monitor back-up / disaster recovery systems for successful completion of jobsImplement various network gear such as routers and switches.Perform after hours software upgrade and implement anti-virus deployment to end users system.• Researched and introduced remote session application tools including LogMeIn, Screen connect, TeamViewer, and OneDesk to enable real-time assistance and resolutions for end user issues.Participated in the establishment of a technical assistance center (TAC) allowing technicians to provide remote technical support services; similarly created an event notification system to trigger an alarm email or sound alert notifying the TAC of emergent system or server failures in end user appliances

Coordinated the full installation and implementation of voice and data network system-focused projects to conduct discovery walkthroughs for floor plans, database, and call flow information relating to inside sales and potential customers. Interfaced with Telco and other third-party vendors for testing voice/data services prior to cutoff dates while also ensuring successful completion and numbers porting. Utilized ProjectPro database tools to report daily project activity progress and generate proper documentation on relevant issues (offering recommendations for corrective actions as needed). Maintained an overarching project calendar by scheduling equipment staging, onsite racking, stacking, installations, and training for the company’s existing calendar application. • Developed a written installation process and training procedure, subsequently travelling to a new customer’s location to assist the installation of new voice/data equipment, program PBX features meeting the customer’s specifications, and produce comprehensive documentation and related “cheat sheets” for end users.