Ronald Wagogo Email & Phone Number

Greenwood Village, Colorado, Us

Part of the Managed Services Support Engineering team. Work with the enterprise level clients providing medium to advanced troubleshooting support services in Cisco Unified Communications and Contact Center solutions.• Provide high level support to enterprise level customers regarding advanced UC and UCCE issues.• Work in a delivery support environment that involves structured processes and timelines• Provide disciplined development methodology and release management process• Development and administration skills on any major switch platform (Aspect, Avaya, Nortel)• Specialize in multi-site configuration and hybrid of enterprise level IP and TDM environments

New York, Ny, Us

Engineer in Cisco UCCE practice > Troubleshoot UCCE issues> Providing customers with problem management / root cause analysis> Act as an escalation point for advanced Cisco UCCE issues Products supportingCisco Unified Contact Center EnterpriseCisco Unified Contact Center ExpressCisco Finesse / CTIOS / Cisco Agent DesktopCisco Voice Portal (CVP)Cisco UCS PlatformCisco IOS gateways (specific to VXML usage with CVP)Cisco Unified Communications Manager

• Plan, evaluate, configure and deploy complex VoIP application implementations, as well as make recommendations to design in order to ensure voice network stability and optimum performance. • Design, implement and configure Cisco voice and data technologies, including Cisco Unified Communications products such as communications manager (CUCM), Unity/Unity Connection, UCCE, CER, and/or MeetingPlace • Provide ongoing maintenance and Tier 3 level support for troubleshooting a wide variety of voice network related problems. • Perform process reviews and through the use of monitoring systems, maintains a stable operations environment for these solutions. Review voice network traffic reports to ensure optimum uptime and performance in a proactive manner utilizing network management tools. • Perform technical evaluations of products, platforms or 3rd party integrations • Work with business stakeholders and IS technical staff to develop business requirements to enhance platform, system or application roadmap direction • Responsible for creating and managing project plans to ensure resources, dependencies, timelines, schedules, and completion dates are not compromised.• Responsible for organizing and leading project meetings, technical evaluations, including project team and vendor support meetings to articulate project status updates.

San Jose, Ca, Us

• Work with key accounts (customer & account team) and field theatre teams, responding to field inquiries, assisting in customer proof of concept/customer trials and overall making a First Customer Shipment system successful• Serve as a subject matter expert for Cisco collaboration solutions with deep applicable technology expertise and in-depth product knowledge and experience• Provided technical Topic Of Interest and New Product Implementation training in system technical content for Sales Engineer / Partner training events• Work with field and indirect channels to communicate technical solutions or service function and features and to drive sales and provide project requirements to Product Managers• Participated in beachhead engagements and with customers and account teams to ensure feedback from customers is incorporated in the system• Contributed to roadmaps as well as consumer and executive presentation content creation especially regarding customers, configurations, and competitive and industry information• Provided customer demonstrations at internal labs, demo labs, and / or trade shows and conferences• Author/co-author white papers, also provided systems level competitive analysis

San Jose, Ca, Us

Part of the Voice Technology Group, in this role I gained insight on the detailed functionality of Cisco products and partnered with all distributed elements of the service chain. This allowed me to demonstrate an aptitude and appetite for learning new technologies with the ability to expand upon my core data networking knowledge.• Provide second/third level technical support on a worldwide basis via phone, email, web and remote access to customer sites where Cisco IP Contact Center (IPCC) and other Cisco Call Center applications are deployed• Determine methods and procedures for solving complex technical issues encompassing hardware, software and networking• Function as technical lead for large customer accounts with multiple concurrent technical issues• Formulate technical action plans for analyzing and resolving end-to-end solutions

Ca

Worked on the Global Network Product Support (GNPS) Team. Provided Enterprise Data product expertise to the GNPS team members and provided service case management technical support to Customer, Customer Service Account Management (CSAM), Installation team, channel and distributor engineers.· Provided a high level of technical expertise to customers, through interfacing with Customer Facing, Account team, Installation support engineers, channel and distributor engineers· Drove to resolution complex technical issues in solution level, both hardware and software using various trouble-shooting methods, and distribute this knowledge to other team members· Contributed to peer education, and providing mentor to other team members· Responsible for technical problem escalation management to GNPS team· Influence external groups to meet the customer’s requirements, and escalate issues to management when necessary

Ca

Nortel’s (formerly Bay Networks) ServiceLink service was the first equipment manufacturer offered remote IT management solution• Performed remote management of corporate clients networks of ServiceLink• Monitored and troubleshot WAN and LAN connectivity of corporate networks

Bs, Information Systems

Bs, Mechanical Engineering

High School Diploma W/ Honors, Mechanical Engineering

Education record