Jiwan Sigdel
- Role
- Sr Collaboration Engineer at Netsync
- Location
- Dallas-Fort Worth, TX, US
- LinkedIn followers
- 500 followers
About Jiwan Sigdel
CCIE Certified Collaboration and Contact Center Engineer with over 13 years of experience…
Experience
Sr Collaboration Engineer
Jul 2020 — Present
Working as a technical lead of a dedicated managed service team that supports the UC and UCCE Infrastructure for City of Houston. The major products include Cisco CUCM, CUC, IM & P, CUBE, CER, CVP, UCCE, Jabber, Eleveo, Nuance, etc. • Closely work with professional services team on project discovery and implementation. • Deployed e911 using CER and Redsky as the national service provider. • Resolved several chronic issues in both UC & UCCE environment. • Worked with vendors to complete several UCCE features that were stagnant for over an year like CCB, EWT, screen pop-up. • Effectively delivering training/knowledge transfer with both technical and non-technical audiences. • Used Netmiko python library to audit and update configuration in Cisco Voice Gateways and CUBEs devices. • Providing timely support to all escalations by beating the contracted SLA period. • Coordinating with vendors for issue escalations and warranty support. • Understood the need, proposed the solution and implemented it during the time of crisis like Covid-19 vaccine roll-out and 2020 snow storm. Implemented various techniques to handle as much calls as possible during such surge by applying various call routing techniques. • Developing strong relationships with customers as a trusted technical advisor which lead to the renewal of the contract year after year. • Created several knowledge base documents to provide the guidelines for customers and junior engineers.
Skills
- Contact Centers
- Scripting
- Jabber
- Routing
- Data Center
- Ivr
- Ccna
- Cisco Technologies
- Vmware
- Voice Gateways
- Sql
- Cucilync
- Telecommunications
- Wireless
- Cvp
- Qos
- Collaboration Solutions
- Cisco Call Manager
- Cucme
- Routing and Switching
- Tcp/Ip
- Cisco Certified
- Switches
- Cisco Nexus
- Ucce
- Voip
- Cusp
- Programming
- Tftp
- Network Security
- Unified Communications
- Mgcp
- Ccnp Voice
- Networking
- Cuc
- Vxml
- Sip
- Cups
- Ccnp R&S
- Ospf
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