James Louisaire
Methuen,USA
Summary
Cisco Collaboration and Network engineer with strong background in troubleshooting, repair, and maintenance of complex systems. Demonstrates exceptional skill in team collaboration, adapting to changing needs, and ensuring optimal performance. Recognized for reliability, technical expertise, and results-driven approach. Proficient in diagnostics, system optimization, and customer support.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Lead Infrastructure Engineer
Aqueduct Technologies
02.2023 - Current
- Collaborated with customers to strategize and execute major software upgrades for products including Cisco UCM,CCX,CER and CUC.
- Administered cloud platform operations for Webex and Zoom to ensure seamless communication.
- Administered Webex and CCX contact center applications hosting more than three hundred users, including Calabrio recording platforms, to enhance operational efficiency.
- Executed comprehensive Q-lifecycle reviews on Collaboration and Cloud platforms to identify software bugs, performance issues, outdated versions, and end-of-life products.
- Facilitated high-level support for team members by analyzing complex logs and traces from collaboration products, including Cisco Expressways, Cubes and UCM.
- Orchestrated seamless integration of various platforms to facilitate effective communication and improve overall productivity.
- Engaged with Customer Success and Account Management teams to address customer concerns and enhance satisfaction.
- Monitored server patching activities for customers and produced monthly reports to ensure service continuity and compliance with security standards.
- Managed backup job operations on Rubrik platform, ensuring seamless data protection and recovery processes.
- Evaluated and authorized change management documentation for scheduled maintenance activities.
- Delivered targeted coaching to team members, fostering technical proficiency and promoting collaborative learning within the team.
- Developed detailed documentation for all implemented solutions, facilitating seamless knowledge transfer among team members.
Service Delivery Lead Engineer
Aqueduct Technologies Inc.
10.2019 - 02.2023
- Provided essential technical assistance to team members outside regular business hours to ensure operational continuity.
- Tracked reported software vulnerabilities and bugs in Cisco collaboration products to facilitate prompt remediation efforts.
- Engaged third-party vendors to facilitate prompt resolution of critical issues, enhancing operational efficiency.
- Oversaw requests for a variety of technical solutions, ensuring alignment with customer needs.
- Monitored ticket management processes to guarantee swift responses and appropriate task delegation within the team.
- Identified and resolved technical issues, implementing solutions that significantly improved overall system efficiency.
- Addressed service requests promptly and implemented technical solutions to improve overall customer satisfaction.
- Enhanced operational efficiency through proactive monitoring of work processes. Optimized best practices, resulting in elevated team performance.
- Achieved improved documentation quality by facilitating the generation of ticket updates, knowledge base articles, and change management forms.
- Oversaw client and incident reporting systems to enhance management's ability to develop client metrics and resource requirements.
- Reviewed engineer timesheets to support accurate time tracking. Approved final revisions for payroll processing.
Senior Cisco Unified Communications Engineer
Aqueduct Technologies Inc.
03.2016 - 10.2019
- Led installation and provisioning of video telepresence infrastructure components for Amag Pharmaceuticals' project.
- Assisted in Delaware Life office expansion project. Supported deployment of over 300 new phones.
- Executed installation and configuration of Cisco CUBE SIP gateway, ensuring reliable connectivity with PSTN.
- Executed multiple multisite VoIP installations with centralized call processing utilizing CUCM 10.x/9.x/11.x.
- Engineered dial plan configurations incorporating calling restrictions through strategic use of calling search spaces, partitions, translation patterns, dial-peers, translation rules, and translation profiles.
- Provided high-level technical support to key customers, ensuring seamless operations for Boston University, Alnylam Pharmaceuticals, Delaware Life, and Mintz.
- Analyzed call routing problems using advanced debugging and tracing tools to enhance operational efficiency and reliability.
- Drafted and maintained detailed support guides, knowledge base articles, and procedural documents to facilitate effective user assistance.
- Delivered comprehensive training and support to Tier 1 engineers to enhance proficiency in CUCM, CUCCX, and CER applications.
Cisco Voice Engineer
Boston Children's Hospital
07.2015 - 03.2016
- Achieved successful deployment of a new UCCX cluster version 10.6 by configuring system components for Finesse. Enhanced the Finesse environment by integrating new gadgets that improved feature functionality.
- Achieved seamless configuration of SNMP service and effective email alert monitoring in RTMT for all Cisco UCM servers. Enhanced network performance monitoring and responded to RTMT alerts swiftly to minimize downtime.
- Investigated UCM server problems and partnered with TAC to ascertain underlying issues and execute appropriate fixes.
- Delivered on-call support for critical issues, ensuring rapid resolution and minimal downtime.
- Utilized Remedy ticketing system to efficiently resolve IP telephony issues.
- Orchestrated planning and completion of firmware upgrades on 200 Cisco IP Conference Phones 8831 to address and resolve identified bug issues.
- Coordinated pilot project for remote call center agent deployment, ensuring seamless integration of Cisco IP Communicator and Cisco Agent Desktop Client.
Cisco Unified Communications Engineer
Beacon Health Strategies
08.2014 - 08.2015
- Engineered, deployed, and configured Cisco Unified Communications products including CUCM, CUC, UCCX, Meeting Place, Jabber, CIP, Agent Desktop, and Supervisor Desktop.
- Implemented and configured iOS voice gateways utilizing SIP, MGCP, and H.323 protocols.
- Ensured optimal performance of Calabrio recording and monitoring server through proactive troubleshooting and maintenance.
- Monitored system performance and maintained a stable operational environment through effective use of Syslog, RTMT, and WhatsUp Gold.
- Delivered ongoing maintenance and tier 3-level technical support for over 700 local and 300 remote users, including call center agents.
- Supported operational continuity by implementing and managing disaster recovery solutions for 30 office sites.
- Collaborated with Cisco TAC to resolve critical issues stemming from software bugs and hardware failures.
- Executed preventative maintenance strategies to enhance network system reliability and safeguard data integrity.
- Developed and delivered comprehensive training programs for Tier 2 support technicians to enhance proficiency in managing add, move, and change requests in Call Manager, Unity, and Meeting Place.
- Developed comprehensive Cisco technical documentation and reference guides for technicians and end users.
- Engaged with telecom vendors to troubleshoot and rectify connectivity problems with digital and data circuits.
Technical support Engineer
Total Communications
02.2014 - 05.2014
- Assisted customers by providing expert remote Tier 3 technical support, ensuring efficient problem resolution and service continuity.
- Assessed and resolved customer-generated trouble tickets by diagnosing issues and applying appropriate solutions.
- Collaborated with team members to strategize and enhance client voice network applications.
- Coordinated discussions with telephone carriers to address and rectify voice circuit challenges, including T1, T3, SIP, and ISDN PRI.
- Configured and troubleshot IVR applications, providing technical support to improve system functionality.
- Analyzed telecommunication and networking systems, identifying key areas for improvement and growth.
- Conducted regular assessments of customer network performance to ensure optimal functionality.
- Performed in-depth analysis to identify and address customer issues effectively.
- Assessed user-generated trouble tickets to diagnose issues and facilitated prompt resolutions to enhance user experience.
Field Engineer
Mitel
10.2006 - 02.2014
- Implemented and maintained unified communications platform and collaboration software solutions.
- Implemented Mitel PrairieFyre CCM IVR application and Mitel Contact Service Manager to enhance customer service operations.
- Executed comprehensive site surveys and compiled documentation for new proposals.
- Delivered technical support to high-profile customers, serving as primary contact for major technical issues.
- Coordinated efforts with engineers and project managers in the successful deployment of extensive enterprise voice solutions.
- Configured Quality of Service (QoS) settings on Cisco routers and switches to prioritize voice traffic.
- Collaborated with customers to strategize and architect network infrastructure, ensuring effective transition to unified communications from legacy phone systems.
Telecommunications Engineer
ACN (Internet Service Provider)
06.1997 - 05.2005
- Ensured optimal performance of satellite earth station equipment through diligent management, monitoring, and maintenance of RF amplifiers and satellite modems.
- Established and maintained dedicated point-to-point RF communication links serving more than 3000 local and international customers.
Education
Bachelor of Science - Electronics Engineering
School of Applied Sciences
CCNA, CCNP
Cisco Network Technologies Academy
Skills
- Unified communications specialist
- Expertise in TCP/IP and VoIP protocols
- Experience in Webex and Zoom Cloud Services
- Strong analytical skills
- Routing and switching knowledge
- Outstanding customer support
- Strong verbal and written communication
- Trustworthy and accountable
- Proficient in Rubrik backup solutions
- Proficient in NinjaOne patch management
Accomplishments
- Earned multiple CISCO certifications, including CCNA, CCNP COLLABORATION, CCNP routing and switching
- Supervised team of 5 staff members.
- Received multiple service excellence awards in recognition of outstanding service delivered to customers.
- Attended instructor LED training at Mitel University and successfully completed more than 40 certifications.
- Successfully completed VMware VSP and VTSP I training
Certification
Cisco Certified CCNP Collaboration
Languages
English
Full Professional
French
Native or Bilingual
Timeline
Lead Infrastructure Engineer
Aqueduct Technologies
02.2023 - Current
Service Delivery Lead Engineer
Aqueduct Technologies Inc.
10.2019 - 02.2023
Senior Cisco Unified Communications Engineer
Aqueduct Technologies Inc.
03.2016 - 10.2019
Cisco Voice Engineer
Boston Children's Hospital
07.2015 - 03.2016
Cisco Unified Communications Engineer
Beacon Health Strategies
08.2014 - 08.2015
Technical support Engineer
Total Communications
02.2014 - 05.2014
Field Engineer
Mitel
10.2006 - 02.2014
Telecommunications Engineer
ACN (Internet Service Provider)
06.1997 - 05.2005
Bachelor of Science - Electronics Engineering
School of Applied Sciences
CCNA, CCNP
Cisco Network Technologies Academy
Won the 2019 President's Club Award at Aqueduct
Spoken languages: English and French