Luis A CAMPOS AGUILAR
Mebane,NC
Summary
Technical leader with 15 years of experience in Collaboration and DC Networking engineering. Expertise in technical support and escalation management, successfully leading teams to resolve complex issues. Proven ability to manage large-scale communication systems, particularly with Cisco technologies and Video devices, resulting in increased customer adoption and reduced onboarding time. CCIE Certified with a strong record of implementing strategic initiatives that drive business success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Consulting Engineer Data Center
Cisco
RTP, NC
04.2025 - Current
- Provided exceptional technical support for Cisco clients to restore and configure Data Center networks.
Enhanced system performance through expertise in Cisco NX-OS CLI commands for L1, L2, and L3 troubleshooting.
Achieved high system reliability by optimizing enterprise IT infrastructures and reducing downtime.
Configured advanced network protocols such as OSPF, EIGRP, and BGP for optimal operations.
Executed disaster recovery planning to mitigate risks associated with system failures.
Managed multiple projects simultaneously within fast-paced environments while maintaining communication standards.
Senior Escalation Engineer
Neat
RTP, North Carolina
11.2024 - 04.2025
- Provided technical guidance, collaborating with Product Specialist Team to resolve complex issues and drive customer adoption of Neat solutions.
- Supported sales strategies by developing proposals, facilitating customer trials, and conducting proof-of-concept demonstrations.
- Partnered with Account Managers and Neat partners to deliver impactful presentations and close deals effectively.
- Conducted case reviews for L1 team, leading brown bag sessions to enhance team knowledge.
- Developed expertise in Neat video devices, including configurations and troubleshooting of NeatOS.
- Acquired specialized knowledge of Neat video devices integrated with Zoom Rooms and Microsoft Teams Rooms.
- Demonstrated strong understanding of Zoom Device Management (ZDM) and Zoom Rooms features for optimal performance.
- Gained experience with Microsoft Teams Rooms features, Teams Admin Center (TAC), and MS Intune for device management.
Team Lead, Collab Customer Success Engineering
Webex BU
RTP
07.2021 - 11.2024
- Team leader of 15 engineers, driving adoption, resolving technical roadblocks and eliminating adoption barriers, while supporting PMs, TSAs and TMEs.
- Provided one-on-one coaching and career development sessions to team members.
- Partnered with Account Managers and System Engineers to develop proposals, deliver presentations, and support sales strategies to close sales.
- Responsible for Business and Technical reviews including QBRs.
- Understand business model – SaaS, IaaS, PaaS, etc.
- Lead or participated in CSE related projects, ensuring they are completed on time, within scope, and within budget.
- Collaborated closely with CSMs, TSAs, SEs and TAC across various sectors, including Commercial, Enterprise, and Public Sector to tailor solutions and drive customer success.
- Proficient in using project management tools such as Jira, Confluence, Smartsheet, Miro, etc.
- Participated in different Customer events and on-site visits to demonstrate the value of Webex Suite portfolio.
- Reduced onboarding time for new clients by 30% by streamlining the documentation and training processes.
- Worked with Account Executives, pre-sales technical engineers and Solution Engineers showcasing demos/features for customers live and created custom deployments.
- Owned the Adoption Project for FedRAMP and Public Sector customers, driving successful implementation and adoption of the Webex product portfolio.
- Provided escalation support for cloud and on-prem collaboration technologies.
- Participated in planning and implementing On-prem to Cloud migrations – On-prem calling to Webex calling.
- Collaborate with the entire team to build the technical strategy and execution plan.
Technical Consulting Engineer Team lead Telepresence
TAC
RTP
01.2015 - 01.2021
- Worked as Technical Supervisor of the Backbone Telepresence TAC team.
- Provided escalation support for cloud and on-prem collaboration technologies.
- Strong knowledge of Immersive and non-immersive Cisco video conference endpoints – SME – Webex Room Series, IX5000, TX/CTS, C Series, SX Series, Profile series, Tandberg, Polycom etc.
- Experience with Enterprise VC solutions – Zoom, MS Teams, Google Meet, Bluejeans, etc.
- Developed knowledge/Troubleshooting in Cloud register endpoints, Webex Control hub and MATS.
- Developed knowledge in different Webex Technologies: Webex Edge, Webex Calling, Webex over MRA.
- Strong knowledge of H323, SIP, Video and Audio Codecs.
- Strong knowledge in networking protocols (e.g., TCP/IP, Ethernet) and network architecture experience.
- Strong knowledge of telepresence infrastructure and Features: CMS (Cisco Meeting server), VCS/Expressway solution, MRA, TMS etc.
- Developed knowledge in REST APIs, Python and other programming languages.
- Developed experience with Linux / Unix command line and Cloud Technologies – VMware, AWS, Azure, etc.
- Led training initiatives to upskill engineers, improving case resolution efficiency.
- Developed experience with Windows Server, AD and DNS environments.
- Strong knowledge of CUCM, CUC, IM&P, CUBE and Voice routers including Dial-Plan.
Technical Consulting Engineer - Telepresence GDP TAC
Foundever – Sykes
Costa Rica
01.2013 - 01.2015
- Worked as Technical Supervisor – Tech lead of the CR Telepresence TAC team.
- Provided high level technical support to Cisco clients to repair, restore, and configure their advanced video networks.
- Assisted other engineers in acquiring the skills necessary to resolve their cases by providing case reviews, brown bag sessions, and technical documentation.
- Worked closely with our sister teams in US and Mexico City to help isolate the conditions under which bugs occur.
- Assisted team members with internal escalations.
Technical Consulting Engineer - Multiservice (VoIP)
Foundever – Sykes
Costa Rica
01.2008 - 01.2013
- Provided high level technical support to Cisco clients to repair, restore, and configure their small, medium, and large business IP telephony networks.
- Provided technical leadership to help assist new team members in resolving customer issues in a timely manner.
- Developed Expertise in Cisco IOS CLI commands to troubleshoot VOIP issues.
- Developed Expertise in troubleshooting VOIP call flows. Primarily SIP, ISDN, H323, MGCP, and SCCP.
- Developed Expertise in Cisco Unified Communications Manager – CUCM, Cisco Call Manager Express – CME, Cisco Unity Express – CUE, Cisco Voice Gateways, Cisco Gatekeepers, CUBE, Analog devices – VG2xx, ATA's), UC5xx devices, Cisco Routers, and Cisco Switches.
- Excellent knowledge on how to configure and troubleshoot different VoiP Interfaces, T1/E1 PRI/BRI, FXS, FXO, T1 CAS, NFAS etc.
Education
Bachelors - Systems Engineering
Universidad Latina
Costa RicaHigh School -
Colegio San Isidro
Heredia, Costa RicaTechnical computer maintenance and repair -
IECT
Costa RicaSkills
- Cisco collaboration technologies
- Cisco Nexus Data Center technologies
- Neat Video Endpoint solutions
- Voice and video technologies
- Networking protocols
- Python programming
- API integration
- Linux & Windows server management
- Artificial intelligence and machine learning
- Customer support platforms
- Technical training and coaching
- Senior escalation engineering
- Team Leader management
Certification
- CCIE Collaboration, #59172
- Cisco DevNet (DEVASC)
- CCNA R&S
Languages
- English, Proficient
- Spanish, Native
Timeline
Consulting Engineer Data Center
Cisco
04.2025 - Current
Senior Escalation Engineer
Neat
11.2024 - 04.2025
Team Lead, Collab Customer Success Engineering
Webex BU
07.2021 - 11.2024
Technical Consulting Engineer Team lead Telepresence
TAC
01.2015 - 01.2021
Technical Consulting Engineer - Telepresence GDP TAC
Foundever – Sykes
01.2013 - 01.2015
Technical Consulting Engineer - Multiservice (VoIP)
Foundever – Sykes
01.2008 - 01.2013
Bachelors - Systems Engineering
Universidad Latina
High School -
Colegio San Isidro
Technical computer maintenance and repair -
IECT