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Jesús
Ingeniero De Implementación Y Soporte Palo Alto Networks
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Competencies
Demonstrated experience with Webex Calling.
Demonstrated experience with Cisco Control Hub.
Demonstrated experience with Webex Suite.
Demonstrated experience with MS Teams Direct Routing Integration.
Demonstrated experience with Cisco Unified Communications Manager (CUCM).
Education
Languages
Summary
Ingeniero De Implementación Y Soporte Palo Alto Networks open to new opportunities
Experience
Technical Consulting Engineer
Resolved critical L2/L3 escalations — SIP trunking failures, call drops, and one-way audio — by analyzing root-cause packet captures in Wireshark and SIP ladder diagrams, consistently closing cases within target SLA windows.. Owned complex Webex Calling and Cisco collaboration escalations for enterprise and partner accounts end-to-end, taking full ownership from root-cause identification through resolution and driving high customer satisfaction scores.. Streamlined Control Hub administration across multi-site global deployments, including user provisioning, auto-attendant workflows, call queues, and security policy configuration, reducing manual admin overhead for customer IT teams.. Partnered with cross-functional engineering and partner teams on complex problem resolution, cutting average time-to-fix on escalated cases through structured triage and clear technical hand-offs.. Authored data-driven, high-quality escalations to Engineering teams using RTMT and Control Hub Analytics, accelerating defect turnaround and reducing repeat cases for known issues.. Built and operated complex lab environments (CUCM, CUBE, Voice Gateways) to replicate, isolate, and validate fixes for critical technical defects prior to customer deployment, reducing risk of failed fixes in production.. Authored and delivered technical documentation and training on Webex Calling for internal teams, partners, and customers, raising product knowledge and reducing onboarding time for new engineers.. Mentored junior Technical Consulting Engineers on troubleshooting methodology and Cisco tooling, improving team ramp-up speed and overall technical proficiency.
Symphony Network Manager
Delivered MCM Telecom's Zoom Cloud Peering / BYOC integration, interconnecting MCM's and Zoom's SIP networks to give customers PSTN access — the first such offering by any provider in Mexico, opening a new revenue line.. Integrated the RingCentral collaboration platform into MCM's telephony network end-to-end, launching a new UC offering that helped retain existing accounts and win new customers in a competitive market.. Designed and built an international number-porting solution by integrating multiple international carriers into the voice network, enabling MCM to win customers with multi-country operations.. Implemented Cisco Webex Collaboration for Broadworks customers, migrating users from the legacy UC-One client to a modern cloud collaboration platform and reducing churn risk from an end-of-life product.. Led deployment of Splunk on VMware across the voice platform to ingest CDRs and generate real-time call analytics, giving customers greater visibility into voice service performance and usage.. Led evaluation and integration of a cloud contact center adding WhatsApp, Smart IVR, and Predictive/Progressive Dialer capabilities, selecting the top vendor and driving adoption across customers and prospects.. Designed and deployed 'Call Routing for Microsoft Teams,' installing redundant AudioCodes SBCs in a VMware cloud environment to bridge Microsoft's cloud with the PSTN — one of the first Direct Routing offerings in the Mexican market, helping win larger enterprise deals.. Integrated Microsoft Teams with the Broadworks IP-PBX, the only provider offering this combined solution, extending Teams functionality while lowering customer device costs.. Built a Power BI reporting solution on an Azure SQL Server backend to track adoption of MCM's collaboration applications, giving leadership real-time visibility into product usage and ramp trends.. Implemented a Least Cost Routing system, feeding CDRs to a cloud-based international provider to dynamically generate routing files for the Metaswitch CFS Softswitch, lowering international calling costs.. Led architecture, design, deployment, and optimization of the Metaswitch CFS Softswitch platform, replacing legacy Cisco BTS infrastructure and modernizing the carrier's core voice network.
Operative Analyst
Developed a quoting and productivity application for Palm OS (Code Warrior) for the sales force and promoters, giving field agents mobile access and increasing productivity on the road.. Rebuilt a legacy PC-based quoting tool in Visual Basic to replace an outdated system, improving quote turnaround for the sales team.. Trained the sales force on newly developed tools, driving adoption of the new quoting and productivity applications.