Brian Gonzalez

Experience

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  SYKES Costa Rica

  Oct 2011 - Jun 2019

  Cloud solutions engineer for Cisco TAC Cloud Collaboration Team. I got to be part of this project as a Pilot Team. Here we provided assistance with Cloud based solutions offered by Cisco, like WebEx Meetings, Cisco WebEx Teams, Jabber (Cloud, known as WebEx Messenger), CMR Cloud and Hybrid as a Tier 2 team. Responsible for providing customer solutions either by escalating issues to the proper team using different tools, troubleshooting VoIP and Video issues on their network or on Cloud Platforms while providing fast results and excellent customer service to all clients. Teamwork has been a huge factor in this job due to the fact that we were all new to the technology so we all had to work together when we didn’t know something or hadn’t faced an issue of sort. Case reviews are part of the job, in order to help out between colleagues. Show less VoIP and Video solutions engineer for Cisco TAC Telepresence team. Experience in Telepresence devices like: VCS (Video Communications Server), EXP (Expressway), TPS (Telepresence Server), CUCM (Call Manager), SX, MX, DX, and C series Telepresence Endpoints. Troubleshooting and/or educating customers on different scenarios like integration with multiple Telepresence servers, troubleshooting SIP/H323 call routing issues, audio and video issues, call failures, log analysis, packet loss issues, upgrades to endpoints or answering product questions. Provided support via Chat, Phone, Email and WebEx Remote Support. Gained knowledge in how to use Cisco internal databases and external documentation for problem solving. Most issues are resolved doing our own research and self-learning. Show less

  • Cisco TAC Cloud Collaboration Engineer

    Jun 2017 - Jun 2019

  • Cisco TAC Telepresence Engineer

    Jun 2014 - Jun 2017

  • Customer Service Representative

    Oct 2011 - May 2014
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  Cisco

  Jun 2019 - now

  Technical Consulting Engineer

  TAC Telepresence Collaboration Team