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

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.

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.
• 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.

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.

• 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.

Master Of Science, Telecommunication Systems Management

Bachelor, Telecommunication Engineering