Video conferencing troubleshooting: Working with customers and vendors to resolve issues escalated from Tier 1 and Tier 2 teams.(Cisco TelePresence, CTS endpoints,TX9000, CTSMAN, CTMS, Tandberg/Codian, Cisco Call Manager, CUVC/Radvision, Polycom, Vidyo, Pexip)

Configuring, troubleshooting, log reading, and upgrading of video conferencing equipment

Writing procedural and training documents for Tier 1 and Tier 2

Device Monitoring: Working with PacketTrap/Science Logic software to setup and monitor customer infrastructure and video conferencing endpoints

Call center troubleshooting: Helping customers via WebEx to configure video conferencing components such as MCUs, ISDN gateways, endpoints, scheduling applications, and desktop clients

Interop testing: Worked with various video conferencing platforms Polycom, Cisco/Tandberg, CTMS, Call Manager, Lifesize, Avaya

Lab work: Recreating customer scenarios in a lab environment, testing new software versions, capturing log files, and escalations to R&D

Hardware troubleshooting: Assisting customers via MS Access ticket-based system including, customer support, building lab scenarios, maintaining FTP site for upgrades and patches. (MCU, gatekeeper, video conferencing endpoints)

Other: Shipping/Receiving, stockroom inventory