Yeming "Leo" Han Email & Phone Number

Acton, Massachusetts, Us

• Responsible for supporting, implementing, and maintaining voice and video system including CUCM, IMP & UCCX• Take charge of UCaaS platforms including Webex Calling, Zoom, and Amazon Connect contact center solutions• Consult with Customer Care to provide workable, creative solutions, and problem resolution• Build up and edit UCCX scripts and Amazon Connect call flows based on business needs• Manage collaboration contracts for Cisco on-Premise UC, WebEx, Zoom, Amazon Connect and global voice services• Support global expansion by implementing new office builds • Act as a project manager on IT projects as needed, and work closely with IT leadership and other departments to meet goals and objectives

Westborough, Ma, Us

Take charge of Microsoft Teams Calling deployment and DID provisioning for 1000+Take charge of 6000+ users Cisco UC & Collaboration systems and video conferenceProvide daily support of UC & video conference internal and external ticketsSolve all various UC and video conference issues including call failure, QoS, voice quality, CDR inquiry, system crash, etcDeploy and configure all servers and endpoints included Cisco deskphones, conference phones, Jabber clients, VC endpoints EX90, S-series, D-series, etc Patch and upgrade all UC collaboration servers and hardware for business purposesProvide technical training to team peers internally

San Jose, Ca, Us

• Provide second/third level technical support for Enterprise voice technologies including CUCM, CER, Prime Collaborations, Unity Connection, UCCX, Telepresence to Cisco customers, partners, account teams, and other TAC engineers. • Collect and analyze appropriate logs and trace to solve product and network problems of moderate to high complexity. • Effectively utilize moderate to complex lab setups to recreate and solve problems. • Submit complete and correct bug reports in area of expertise. • Determine root cause and resolution for previously unknown problems. • Closely work with other TAC teams and BU/DE together to identify and resolve problems for customers.• Compose and share technical documents and materials internally.

Boston, Ma, Us

Technically support and troubleshoot telecommunication and networking issues for customers via email and phone.• Configure and maintain internal network devices including Cisco, Linksys products.• Monitor network traffic, sniff and analyze weird events and provide solutions to IT team.• Test new features for new released hardware and software, summarize into bug reports.• Compose various technical user manuals to both internal and external users.• Internal technical help desk for every IT issues including network, Wifi, printers, fax machines, laptops and MAC desktops.• Provide technical trainings to junior IT support engineers.

Maintained, troubleshot and supported office network (Mac OS, Windows Server 2003 Environment).• Monitored online health network, analyzed and reported network traffic for over 20 websites.• Setup accounts and laptop settings for new employees, checked and updated software periodically.• Took charge of maintaining the whole internal devices: Printers, routers, wireless access point, and phone line.• Collaborated in server migrations, DNS relocation efficiently in a very urgent time for 50+Domains.• Documented technology processes and status reports for the whole network.• Scheduled Backups for company’s network with Network team, reached zero data loss in my co-op period.

Master Of Science, Telecommunication Systems Management

Bachelor, Telecommunication Engineering