Derek Gedarro

Derek Gedarro

Technical Support Engineer

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location of Derek GedarroCarmichael, California, United States

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  • Timeline

  • About me

    Customer Support Engineer | Technical Support Engineer | Senior Support Engineer | Commissioning | IT Operations

  • Education

    • American River College

      -
      Electronic Systems Technology

      Studied music, sound engineering and electronic systems technology. I earned electronics related certifications while attending.

  • 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

  • Licenses & Certifications

  • Volunteer Experience

    • Live Sound Technician

      Issued by American River Community Church on Aug 2012
      American River Community ChurchAssociated with Derek Gedarro
    • Technical Operations

      Issued by American River Community Church on Jan 2018
      American River Community ChurchAssociated with Derek Gedarro