Daniel Fulgencio
Durham,NC
Summary
Specialized in planning, design, deployment, migration, and management of large and complex Service Provider/Enterprise network. Major strengths include customer centric, customer solution verification, team player, detail oriented, project management, analyzing large data, troubleshooting complex network issues.
Overview
19
19
years of professional experience
1
1
Certification
Work History
CX Product Manager
Cisco Systems
10.2021 - 03.2023
- Create Success Track portfolio awareness and enablement to capture value for all Customer segments with a focus on removing sales barriers and drive customer adoption
- Participate in the ideation process, strategizing, bringing creative ideas, and proposing alternative format options
- Identify customer technology adoption gaps and challenges; and translate these into CX strategy, roadmap and enablement plans to act as a CX Product Management Agent
- Collaborate with other cross-functional CX teams to develop & implement our strategy and roadmap for our Success Track portfolio across CX
- Work with downstream teams such as Sales/Partner/Delivery/Commerce teams to deliver on our product requirements.
Customer Success Specialist
Cisco Systems
01.2020 - 10.2021
- Drive adoption and expansion of Cisco products by highlighting feature opportunities, winning use cases, and relevant strategies to customers and the Success team
- Inspire customers to make tactical and strategic deployment decisions and track long term business outcomes
- Join the Customer Success team in customer engagements and events to improve customer adoption and address product concerns around Cisco DNA Center
- Deliver Cisco DNA Center workshops and webinars (Accelerators and ATX - Ask-the-Expert) to a diverse set of customers, tailoring deliverables and driving business outcomes within scope and on-time engagement
- Help customers in the process of the DNAC installation and implementation of key features such as: SWIM, Plug and Play, Assurance, SDA, etc.
Network Consulting Engineer
Cisco Systems
10.2016 - 12.2019
- Recommend technical solutions to improve customer operations
- Act as a focal point for customer network problem resolution
- Interfaces with all levels of CSEs, NCEs, SEs, Cisco Business Unit and internal engineering departments, and escalation resources
- Collaborates with Engineering on complex product and software issues, driving resolution of software defects
- Provide Network Problem Resolution and Root-Cause Analysis as per contracted agreement with named customer
- Effectively communicate/escalate issues to engineering within Cisco, and resolutions/workaround to the customer
- Manage the issues/customers by setting expectations and meeting/exceeding those expectations to achieve the highest level of customer satisfaction.
Customer Support Engineer MS-Voice - TAC
Principal Solutions Group at Cisco Systems
02.2015 - 09.2016
- Provides second/third level technical support on a worldwide basis via email, pone, remote and web
- Act as a focal point for customer network problem resolution
- Provide technical support for voice services to Cisco customers, partners and other TAC engineer
- Partner with customer to solve issues and prevent future recurrences
- Applies analytical and technical skills to solve product and network problems from moderate to high complexity
- Effectively utilizes moderate to complex Lab setups to recreate and solve customer's problems.
Ip Networks Engineer
Telefónica Empresas
Guaynabo, Puerto Rico
01.2009 - 01.2015
- Design, plan and coordinate the implementation of networks technologies in support of define requirements generated by business and growth demands
- Configuration of equipment in the process of implementation of the solution
- Diagnose and troubleshoot local and wide area network-related issues using methods that minimally impact production environment
- Provide support and assistance to NOC and field network technicians
- Design and implement improvements to the Core for having a more efficient, stable and scalable infrastructure
- Coordinate hardware and software upgrade of the Core and customer networks
- Documents changes and procedures, including Network (Visio) diagrams
- Deploy network solutions using MPLS, L2/3 VPN, BGP, OSPF, EIGRP protocols
- Implementation and troubleshooting of VoIP solutions using SIP, H323 and SCCP and MGCP
- Implement the integration of VoIP with TDM, FXO, FXS, PRI and PBXs and SIP TRUNK
- Configuration of Softswitch Broadsoft and SBC (Session Border Controller) for VoIP SIP-TRUNK services
- Serve as an escalation point for Edge Networks Staff members
- Collaborate with other departments teams to insure that an incident's underlying problems are manage and resolved as fast as possible
- Experience implementing and troubleshooting CUBE for VoIP solutions.
Network Engineer Operations and Maintenance
Claro
Dominican Republic
01.2007 - 01.2009
- Determined and executed the appropriate corrective actions during hardware/software failures on a production ATM network, resolving the network outages in timely manner to meet SLA's agreements
- Provided level 3 supports to NOC and field technicians
- Provisioned OC3, OC12, OC48 trunks and core functionalities on Nortel's MSS
- Troubleshot and resolved MPLS VPN issues on a multivendor IP/MPLS network composed of Nortel and Cisco equipments with P/PE functionality
- Escalated network issues to Nortel's support engineers when necessary, providing a detailed description of the problems and maintaining contact with them until resolve the cases
- Captured data with traffic analyzers to troubleshoot complex MPLS network problems and to provide information to Nortel engineers
- Prepared and executed Methods of Procedure (MOP) to make network changes during maintenance window.
Network Engineer (NOC)
Verizon
Dominican Republic
01.2004 - 01.2007
- Proactively monitor the operation of Verizon networks
- Maintain the network in a reliable state
- Diagnose and resolve network faults
- Communicate network status to clients during fault situations
- Document network events and take corrective action in response to alarms and traps
- Analyze network and systems events to determine root cause and suggest preventive measures against repeat occurrences
- Provide timely escalations and notifications as required by procedure.
Education
Bachelor's degree in Information Technology -
Universidad Adventista Dominicana (UNAD), Bonao, Dominican Republic
01.1999
Implementing Cisco Multicast (MCAST), Implementing Cisco MPLS (MPLS), Configuring and implementing Juniper networks solutions, Nortel ERS 8600 (CS LAN) Operations and Configuration, 1761A Nortel Carrier VoIP Media Gateway 15000 Operations, Maintenance & Configuration, 3288 AEN Nortel Multiservice Switch ATM Operations and Configuration, Design and Implementation of Lan/Wan network, Maintenance and repair of Computer, Configuring and maintenance of Juniper Switch EX4200, Introduction to Broadworks System Administration -
Trained in the following courses
Skills
- Strong ability to troubleshoot complex multi-vendor network issues in the LAN and WAN networks
- Basic knowledge of the following operating systems: Unix Solaris, Windows 2K/2003 Server
- Solid experience implementing and troubleshooting Cisco Call Manager Express
- Experience configuring Juniper routers and Switches
- Strong experience designing, implementing and troubleshooting MPLS L2/3 VPN, MPLS-TE, VPLS networks and Internet Service
- Solid experience implementing and troubleshooting protocols and technologies such as OSPF, BGP,MP-BGP, ISIS, EIGRP, RIP, Static route, HSRP/VRRP/GLBP, IP/TCP, IPV4, IPV6, UDP, DHCP, IPsec Site to Site VPN, SSL VPN, Remote Access VPN, Nat, ACL, GRE Tunnel, DMVPN, QoS, DHCP, SNMP, AAA, Multicast
- Strong experience implementing network infrastructure over Frame Relay, ATM, Metro Ethernet, T1, Multilink, PPP, DS3, POS and SONET
- Solid experience configuring, implementing and troubleshooting CUBE, Gateways for VoIp Solutions and other signaling protocols such as: H323, MGCP, SCCP, SIP Trunk, FXS,FXO and PRI Circuits
- Over 12 years of experience designing, implementing and troubleshooting IPv4 address And Knowledge of IPV6 fundamentals including subnetting and addressing
- Experience configuring Session Border Controller and Broadsoft for VoIP solution
- Basic knowledge and experience in Cisco Unified Communication Manager (Call Manager)
- Experience with L2 switching protocols such as VLAN, STP, PVST, RSTP, MST, Ether-Channel (LACP/PAgP), VLANS, 8021Q, Metro Ethernet, DTP and TRUNKING ,VTP, Private VLAN, etc
- Basic knowledge configuring vPC and Fabric-Path on Nexus 2K/5K/7K
- Excellent oral and written communication skills, including the ability to interact effectively with executives, engineers, sales team, vendors and stakeholders
- Experience implementation and configuring Cisco DNA Center
- Basic knowledge configuring SD-WAN network
Certification
- Cisco Certified Internetwork Professional (CCIP)
- Cisco Certified Networking Professional (CCNP)
- Cisco Certified Network Associate (CCNA)
- Cisco Certified Network Associate Voice (CCNA VOICE)
- Cisco Voice over IP (CVOICE)
- Cisco Certified Design Associate (CCDA)
- CCIE Routing and Switching Written Exam
Languages
Spanish
Native/ Bilingual
English
Full Professional
Italian
Elementary
Timeline
CX Product Manager
Cisco Systems
10.2021 - 03.2023
Customer Success Specialist
Cisco Systems
01.2020 - 10.2021
Network Consulting Engineer
Cisco Systems
10.2016 - 12.2019
Customer Support Engineer MS-Voice - TAC
Principal Solutions Group at Cisco Systems
02.2015 - 09.2016
Ip Networks Engineer
Telefónica Empresas
01.2009 - 01.2015
Network Engineer Operations and Maintenance
Claro
01.2007 - 01.2009
Network Engineer (NOC)
Verizon
01.2004 - 01.2007
Bachelor's degree in Information Technology -
Universidad Adventista Dominicana (UNAD), Bonao, Dominican Republic
Implementing Cisco Multicast (MCAST), Implementing Cisco MPLS (MPLS), Configuring and implementing Juniper networks solutions, Nortel ERS 8600 (CS LAN) Operations and Configuration, 1761A Nortel Carrier VoIP Media Gateway 15000 Operations, Maintenance & Configuration, 3288 AEN Nortel Multiservice Switch ATM Operations and Configuration, Design and Implementation of Lan/Wan network, Maintenance and repair of Computer, Configuring and maintenance of Juniper Switch EX4200, Introduction to Broadworks System Administration -
Trained in the following courses