Nelson Lam Email & Phone Number

Waltham, Ma, Us

Greater Boston Area

Helping our customers to operate the GuardiCore platform while ensuring they receive maximum value from our solution throughout their lifecycle. Responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and ensuring ongoing satisfaction and retention.

Boxborough, Ma

I am a Customer Support Engineer for the Conferencing Team which specializes in collaboration products. Provided second/third level technical support for Cisco On-Premise and Cloud Collaboration products including Cisco Unified MeetingPlace, Cisco WebEx Meeting Server, Cisco WebEx, Cisco Jabber, and Cisco Spark.Identified and created new software defects for supported products and collaborated with engineering teams to provide workaround and software fixes for customers.Deployed and maintained team’s lab infrastructure for testing new software releases/functionality and reproducing customer issues.Prepared and provided technical training including overview, configuration, and troubleshooting of specific product components to new and existing team members.

I was a CALO engineer for the San Jose CALO team. Our roles were to assist Customer Support Engineers in TAC with lab recreates as well as maintain the TAC lab infrastructure. CALO does all of the physical setup of lab recreates which includes setting up lab equipment, connect the devices accordingly to the network diagram, assist CSE troubleshooting issues, setup remote access/backbone connectivity, and more.Implemented over 600 live recreates of customer network infrastructure for Cisco TAC and HTTS teams.Provided support for layer 1, layer 2 and layer 3 issues and troubleshot hardware, software and configuration issues for various different technologies. Responsible for maintaining lab resources such as power and cable management, cataloging all hardware, and providing basic training for new engineers.