Derek Gedarro

Experience

• 

  SunEdison

  Jul 2013 - Mar 2016

  Technical Support Engineer

  Remote commissioning of new monitoring systems and controls. Level 2 support from back end data acquisition to front end user interface.

• 

  Cisco

  Jun 2016 - Dec 2018

  Cloud Collaboration TAC Engineer

  Advanced troubleshooting of technical issues system administrators may encounter while using the Cisco Cloud Collaboration platform. Diagnosing and resolving client PC configuration issues, network conflicts and congestion issues. Advising customers on the use of Cisco Cloud Collaboration services via phone calls and emails.• Relied on as subject matter expert in Webex telephony solutions and TelePresence audio/video, optimizing timely vendor escalations and resolution of customer issues.• Performed advanced troubleshooting of VoIP protocols including SIP, SDP, H.323 and RTP, minimizing disruptions to service and improving root cause analysis. • Shift leader of up to 8 engineers, assigning cases to other engineers while responding to priority customer issues, resulting faster response times to customer business critical issues. • Filed many software bugs with Webex Meetings and Webex Teams business units, providing insight into customer impacting bugs and leading significant software improvement. • Conduct Day 0 deployment support for Cisco Partners building Cloud and Hybrid solutions, which includes review of network diagrams and configurations. Show less