Joseph Snyder

Motivated individual with over 15 years of professional experience and certification in Unified Communications and Contact Center software applications. Expert analytical skills, troubleshooting, managing and deploying communication solutions of high complexity including Cisco Unified Collaboration, Cisco Unified Communications, Cisco Cloud configurations, and telephony management. A resourceful, solution-focused professional with excellent organizational and communication skills.

Cisco Systems, Inc., Chelmsford, MA

Cisco Managed Services Complex Service Request Engineer

March 2022 – Present

Dedicated Customer Complex Service Engineer. Ensuring accurate execution of detailed and approved changes in customer’s environments for both Unified Contact Center Enterprise solution and Unified Communications applications and third-party integrations. Adhere to and enforce ITIL Change Management throughout the lifecycle of all customer changes.

• Reinforce Cisco and customer change management processes and policies, supporting internal and external Change Advisory Board (CAB) managers.

• Take appropriate steps to reduce potential impact to customer’s production environment due to execution of approved changes. 

• Conduct QA testing post-change to validate successful change completion and avoidance of service impacting events

• Provide continual communication to stakeholders before, during and after execution of approved changes

Nippon Telegraph and Telephone (NTT), Chelmsford, MA

Managed Service Engineer L3

July 2021 – March 2022

MS Engineer L3 support NTT clients as trusted advisor over Contact Center and Collaboration software. Provide support analysis and manage operations within the Contact Center including phones, agent software and IVR scripts to ensure our clients customers are effectively handled within the scope of required service levels.

• Ensure that assigned infrastructure at the client site is configured, installed,

tested and operational and prepared for both UC and Contact Center    requirements.

• Perform necessary checks, apply monitoring tools and respond to alerts

generated by Hammer (Formerly Empirix) or MoogSoft monitoring tools.

• Identify problems and errors prior to or when it occurs and log all such

incidents in a timely manner with the required level of detail

• Assist in analyzing, assigning and escalating support calls, either NTT teams 

or Third-Party vendors as required.

• Investigate third line support calls assigned and identify the root cause of 

incidents and problems.

• Report and escalate issues to 3rd party vendors if necessary.

• Provide remote technical support to clients and provide field engineering 

services to clients.

• Conduct monthly random review of incidents and service requests, analyze

and recommend improvement in quality.

• Provide continuous feedback to clients and affected parties and update all 

systems and/or portals as prescribed by NTT.

• Proactively identify opportunities for work optimization including opportunities 

for automation of work.

TTEC, Englewood, CO 

Service Delivery Engineer 

Team Lead WebEx Contact Center Enterprise (WXCCE), Contractor at Cisco

June 2019 – July 2021 

Service Delivery Engineer providing focalized technical support and operational success for Citizens Bank corporate locations throughout the US and offshore vendors. Team and Technical Lead for Cisco’s Webex Contact Center Enterprise solution. Contractor as CX Solutions Engineer for Cisco. 

• Develop and assess the capabilities and limitations of the Cisco WXCCE and Cisco HCS applications and technologies. Provide guidance for business decisions from a technical perspective on such issues as performance, scalability, reliability, and security. Collaborate with team members to provide input to design specifications related to UCCE and UC solutions and optional components.

• WebEx Contact Center Enterprise is an open, flexible multi-tenant cloud infrastructure that enables feature velocity, agility, innovation, and integration with other cloud applications.

• Provide technical support services covering the areas of problem resolution, customer success and adoption.

• Managed and troubleshoot cloud-based feature set of core and optional add-on components that provide for Auto Call Distribution (ACD/ICM), Interactive Voice Response (IVR/CVP), Computer Telephony Integration (CTI/Finesse), outbound services, reporting, video and IP telephony (CUCM). 

GTT, Portsmouth, NH

Telecom Engineer, Contractor at PAREXEL

January 2019 – May 2019

Telecom consultant providing guidance during UCCE and UC upgrade for PAREXEL corporate telephony and UC infrastructure.

• Document upgrade process of both UCCE and UC devices, upgrade version UCCE 9.0(1) to 11.5(1). Including limiting impact to business processes and site personnel.

• Install and document Cisco UCS devices at PAREXEL date center Billerica, MA. Document all physical and virtual connections. 

• Preparation test and audit current UCCE and UC infrastructure for upgrade readiness. Resolve current gaps and failures prior to upgrade. 

• Provide Knowledge Transfer including new “As Built” and document call flows from end to end for UC and UCCE with CVP integrations.

Kronos Inc., Lowell, MA

Technical Support Engineer Development Operations 

April 2018 – January 2019

Technical Support Engineer supporting 600 development engineers for Kronos Workforce Dimensions Suite. 

• Directly support all platform and infrastructure components related to Workforce Dimensions engineering group utilizing Right Scale cloud management and Google cloud management. 

• Manage Jenkins servers and build jobs. Support, manage and configure OpenAM, OpenDJ, RabbitMQ and Redis applications utilized by Workforce Dimensions Suite. Develop and create runbooks for upgrades and new installs with Chef Automation software. 

Cisco Systems, Inc., Boxborough, MA

Customer Support Engineer IV / Network Consulting Engineer

October 2006 – April 2018

Customer and partner support of Unified Contact Center Enterprise/Express, Intelligent Call Management and Unified Communications software and hardware solutions.

• Support Cisco customers, partners and TAC engineers with challenges related to the Unified Contact Center Enterprise (UCCE)/Unified Contact Center Express (UCCX) solution including Unified Communications software on a virtualized environment, either by phone, Cisco WebEx or email. Troubleshoot software and hardware which include Microsoft Windows Server 2000, 2003, 2008 and 2012, 2016, Microsoft Active Directory and Microsoft Active Directory Federation Services (Single Sign-On). Apply analytical skill and technical knowledge to solve product and network obstacles of high complexity. Experience with UCCE, Cisco Voice Portal, Call Routing configuration, deployment and integration, UCCE Scripting, CVP VXML Scripting and CUIC Reporting, UCCE Peripheral Gateways, Cisco Enterprise Chat and Email (ECE), UCCE Routers and Loggers.

• Resolve complex relational database issues on Microsoft SQL 2005, 2008, 2014 and IBM Informix 12 including maintenance practices, data manipulation, and customer education.

• Created, deployed and managed state of the art labs infrastructure for training and troubleshooting or recreating customer and partner environments, utilizing Unified Communications, Cisco Cloud and Unified Collaboration applications. All labs are created using VMWare ESXi 6.0/6.5 Managed images and during daily operations. Fully deployed operational environment with over 74 servers that are integrated software suite of Unified Collaboration, Cisco Cloud and Unified Communications including Multiple Platform Operating System environment; Cisco Voice OS (RHEL), Cisco IOS, Microsoft Windows Server, Microsoft Windows 7, Microsoft Windows 10 and Ubuntu Desktop 16.

• Document and multitask Service Request Backlog. Update case status with current problem descriptions and action plans in accordance to Cisco Global Consistency Initiative (GCI) and Case Management Process. Provide Root Cause Analysis (RCA) which identified the fault and corrective actions taken resolve those faults are successful.

• Document Cisco UCCE/UCCX solutions defects utilizing CDETS (Defect Tracking) creation, ensuring that proper conditions, symptoms and workarounds are accurately described and documented. Work with Cisco Business Unit directly and effectively solve complex code issues regarding UCCE/UCCX software components and workarounds. Follow procedures outlined by developers and software engineers to correct software related to the Unified Collaboration solution product portfolio.

• Publish “Techzone” articles to the Cisco Website for customer and partner access. “Techzone” articles are an easy searchable web document with step-by-step procedures for correcting low level to complex technical issues.

• Cross functional support, Boxborough (BXB) TAC collaboration team include three technologies, Unified Communications, Multi Services and Unified Contact Center. This collaboration model allowed our customers or partners access to highly skilled experts in each technology without the effort of additional case handling. BXB TAC piloted program with resounding success and has since rolled out to multiple Cisco TAC theaters.

• UCCE Solution New Product Introduction (NPI) and onsite training to partners through “Partner Summit” series held at BXB campus. Introducing new product features and options. Q&A with Contact Center Business Unit (CCBU) product management, TAC engineers and development teams. Proctor step by step lab modules that augment hands on training. Global TAC NPI training including in depth documentation and presentation as training enhancement prior to First Customer Ship (FCS). Presenting to TAC teams globally through WebEx and onsite classrooms. 

• Execute, document and provide feedback during Early Field Test (EFT) regarding new UCCE/CVP/CUIC/Finesse version and application development during Sprint trials. Provide feedback to CCBU stakeholders and change recommendations regarding software enhancement or supportability. Assisting QA prior to release, resolving CDETS before First Customer Ship (FCS) dates.

• Full working knowledge of Cisco Unity Connection, Cisco Unified Presence Server, Jabber including integration, deployment standards and management. 

Cisco, Boxborough, MA

Cisco Certified Network Associate

Cisco IP Contact Center Express Specialist

DRA Training, Tucson, AZ

Microsoft Certified Systems Administrator

CompTIA Network+

CompTIA A+