Mohammad Shuayb

• Supported lifecycle upgrade of Backstage Call Manager from version 12 to 14 to enhance platform stability and feature capability.
• Participated in enterprise firmware upgrade initiatives impacting over 60,000 Cisco endpoints to improve performance and security posture.
• Led SIP migration initiatives for Cisco voice gateways, modernizing legacy telephony integrations and improving service reliability across distributed locations.
• Contributed to migration from Cisco Jabber to Webex to support modernization of enterprise collaboration tools.
• Contributed to hybrid workforce initiatives by supporting secure remote calling capabilities through Webex adoption and SIP infrastructure alignment.
• Supported voice service continuity across Palo Alto firewall environments by validating SIP communication paths and network segmentation alignment.
• Managed certificate renewals and UC platform lifecycle activities to maintain secure communications infrastructure.
• Supported voice resiliency initiatives by aligning gateway configurations for improved site survivability.
• Engineer and support enterprise Cisco Unified Communications platforms including CUCM, Unity Connection, UCCE, and Finesse across multi-cluster environments.
• Maintain and optimize voice services supporting 40,000+ endpoints across geographically distributed retail and pharmacy locations.
• Configure and manage Cisco voice gateways (VG224, VG310, ISR 2800/2900/4300) enabling analog integrations such as paging systems and legacy telephony devices.
• Support voice infrastructure operating across Cisco Meraki SD-WAN environments, aligning QoS policies for latency-sensitive voice traffic.
• Work alongside network and security teams to support SIP and voice traffic across Palo Alto firewall environments.
• Partner with national carriers (Verizon, AT&T, Lumen, Frontier) to maintain resilient SIP and circuit-based connectivity across enterprise sites.
• Perform advanced voice network analysis using packet capture tools (Wireshark) to identify and resolve signaling and call quality issues.
• Contribute to voice quality optimization strategies across multi-site deployments.
• Act as Tier III escalation point for complex UC infrastructure issues.
• Support alignment of voice services with enterprise routing, segmentation, and firewall policies.
• Participate in on-call rotation supporting mission-critical communications infrastructure.
• Contribute to operational documentation and knowledge transfer initiatives.

• UC Engineer for CVS Health supporting both enterprise voice and contact center users and applications using Cisco Unified Communication Manager (11.x), Contact Center Enterprise (11.x), Unity Connection (11.x)
• Worked with various ticketing systems (ServiceNow, HPSM, MyIT) to resolve incidents and perform over 150 MACD requests monthly
• Manage and support over 10,000 Cisco endpoints
• Worked with incident management and various other units of the business to drive incidents/outages to resolution and provide updates to the enterprise
• Proactively identified and solved complex problems impacting operations management and business direction
• Collaborated with INNO4 for onsite cabling for over 155 Omnicare pharmacy locations
• Provide advanced support for Cisco UC/UCCE products as well as providing support with RTMT traces
• Provision/delete call center agent accounts within UCCE(11.x)
• Create and modify accounts within Cisco Unified Intelligence Center
• Configure site specific not ready codes in Finesse Administration
• Troubleshoot Cisco Finesse failed logins as well as ensure correct configuration on devices being used to log in
• Configured Physical Location, SRST, Location, Region, Device Pool, Resources Partitions, CSS, Translation Patterns, and phones for over 10 sites
• Configure and troubleshoot analog devices connected to VG310, 3900, 4300, and 4400 series voice gateways
• Deploy 7900, 7800, 8800 series Cisco IP phone across pharmacies, offices and warehouses using SCCP and SIP protocols
• Install, configure, and troubleshoot Cisco IP Communicators(8.6)

• Cisco UC Engineer for the 5th largest city in the US: PHX Intl. Airport, Convention Center Phoenix City Hall, Courts, Police HQ/precincts, Fire departments, libraries, 200+ parks and metro transit centers
• Manage and support over 10,000 Cisco endpoints including the 8800 series
• Hands-on experience using Cisco Unified Communication Manager (11.x), Contact Center Enterprise (11.x), Unity Connection (11.x), Unified Intelligence Center (11.x), and Calabrio (9.x) to support the City of Phoenix
• Install, configure, and troubleshoot Cisco IP Communicator and Cisco Jabber instant message & video application (iOS, Android, and Windows)
• Incident management and troubleshooting contact center issues using a trouble resolution/escalation process while adhering to strict SLAs set in SalesForce RemedyForce
• Create documentation for customers and keep documentation up to date with an attention to detail and natural desire to be thorough
• Responsible for resolving technical escalations from the Service Desk staff
• Collaborate with engineers, architects, and directors to create new processes for managed services team

Essential Duties and Responsibilities

• Monitor real-time behavior of IM and Presence components through RTMT
• Create Agents within UCCE
• Add, change or delete a hard/IP Soft phone
• Deploy or recover physical device
• Create and configure Call Handlers
• Create Call Pickup Groups
• Create Line group/hunt pilot

• Provide assistance to customers (via inbound call queue and customer support ticketing system)
• Responded to situations where standard procedures and advanced technical expertise have failed to isolate or fix problems in malfunctioning equipment or software
• Performed add/change/delete requests in state of the art Hosted VoIP PBX platform
• Provisioned new user service on IP phones
• Troubleshoot IP Phone registration, call quality, and call flow
• Monitored and replenished telecommunications equipment inventory for facilities and networks.
• Collaborated with technical staff, engineering personnel and vendors to coordinate system improvements.
• Reviewed work orders and communicated with prior shift to assess work needs for day.