Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mohammed Salam

Summary

With over 16 years of experience in information technology, I have worked as a Cisco certified consultant, systems engineer, technical support, and voice support professional. Resourceful and innovative in problem-solving, with the ability to troubleshoot and resolve disputes effectively. Strong prioritization, delegation, and planning skills enable me to excel as a Cisco UC engineer and in other Cisco certifications. Firm belief in successful project delivery through thorough planning, exceptional organization, and excellent communication with clients and colleagues. Completed one of the largest Cisco IP Telephony projects with State Farm Insurance, deploying 250,000 endpoints and 19,500 agent offices. Designed 35+ CUCM clusters and 30+ CUC clusters, implemented VoIP solutions such as CUCM 8.5, CUC 9.x, 12.5 CUSP, SIP voice gateways, and UCCE 8.5. Results-driven senior telecom analyst known for highly productive and efficient task completion. Expertise in ITIL processes, VoIP technologies, and data analytics. Leverage critical thinking, problem-solving skills, and effective communication to consistently meet company objectives. Passion for continuous learning and innovation, driven to deliver high-impact solutions in fast-paced environments by leveraging analytical thinking and creativity to solve complex problems.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Remote Network Voice Analyst

Capgemini / HCL Tech
11.2014 - 01.2024
  • Company Overview: Consulted for State Farm Insurance Co
  • Maintained networking infrastructure for State Farm Insurance agents including management of 19,000+ Cisco devices
  • Handled troubleshooting for Metro Ethernet Circuits and PRI ISDN T1 Voice Lines
  • Supervised the deployment of 3560 Catalyst Switches with 24 ports
  • Work with Onsite Vendor Tech's and Local Phone Company's Tech's Troubleshooting Data Circuit / Voice lines stated above and Install Cradle point Backup Modem
  • Work with Agent with Office Staff and Vendor Tech's with Troubleshooting Cisco VOIP Phones 7962; 7975,8851 Expansion Modules, Cisco Routers 2911 and Build in Switch Module issues
  • Troubleshoot Issues with Cisco Call Manager V9.1.x,11,12 / Cisco Unity v10.5.2,11,12 / Reset VM Passwords and make changes to restore user Functionality
  • Training / assist peers with troubleshooting issues with Data / Voice / Installation of Newer Backup Modem
  • SD_WAN Network troubleshooting Packet loss, one way audio, drop calls, Slow connection
  • HP Aruba Switch troubleshoot connectivity, physical layer
  • VIPTELA, VELACLOUD, AT&T Juniper Networks
  • Configure and troubleshoot Cisco Jabber Softphone, CuciLync, Microsoft Skype and Microsoft Teams
  • Integration with Cisco Unified Communication Systems
  • Solved Problems using RTMT Traces, Ngenius, Splunk Queries
  • Upgraded State Farm Insurance with 19,500+ agent offices nationwide and operations center with over 250,000 endpoints from Avaya PBX to Cisco UC deployment
  • Design included a total of 35+ UC Mega clusters
  • Identified opportunities for process improvements across the organization
  • Evaluated needs of departments and delegated tasks to optimize overall production
  • Oversaw quality control to identify inconsistencies and malfunctions
  • Analyzed key performance indicators to identify effective strategies
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes
  • Maintained accurate records of all data collected during analysis processes
  • Assessed company operations for compliance with safety standards
  • Created plans to propose solutions to problems related to efficiency, costs or profits
  • Maintained positive working relationship with fellow staff and management
  • Determined consumer needs to provide products and services appealing to larger market
  • Identified needs of customers promptly and efficiently
  • Collaborated with cross-functional teams on projects related to analytics initiatives
  • Wrote and submitted reports on industry trends, prompting managers to develop business plans
  • Implemented strategies to take advantage of new opportunities
  • Implemented strategies for automating organizational processes
  • Facilitated training sessions for new employees on company policies and procedures
  • Organized client meetings to provide project updates
  • Set specific goals for projects to measure progress and evaluate end results
  • Audited company's legal documents to verify compliant policies and procedures
  • Provided excellent service and attention to customers when face-to-face or through phone conversations
  • Exceeded customer satisfaction by finding creative solutions to problems
  • Provided support and guidance to colleagues to maintain a collaborative work environment
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively
  • Assisted with customer requests and answered questions to improve satisfaction
  • Worked effectively in team environments to make the workplace more productive
  • Collaborated closely with team members to achieve project objectives and meet deadlines
  • Contributed innovative ideas and solutions to enhance team performance and outcomes
  • Troubleshoot routing with PSTN service provider
  • Consulted for State Farm Insurance Co

Technical Support Analyst

Experis
07.2012 - 04.2014
  • Company Overview: Allstate Insurance
  • Unified Communication support of PILOT PROJECT test bed
  • Configuration, maintenance and troubleshooting of CUCM 8.5 and 8.6 SU4 Platforms
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions
  • Worked on Voice gateways and signaling protocols: MGCP, SIP, H.323, SCCP, digital PRI/T1, Analog FXO/FXS
  • Implemented SRST and other backup route procedures for catastrophe management
  • Assess existing network security infrastructure and advise on legal (PCI - Payment Card Industry) requirements for VoIP traffic
  • Implementing structured central repository for log collection using SPLUNK for all network platforms including Avaya, Nortel, Cisco, IBM with Indexing and Retention policies
  • Create test bed for All State Unified Communication testing infrastructure based on Cisco platforms
  • Test environment installation of Cisco Core, Distribution layer Routers / Switching / Cisco Call Manager 8.6 PBX / CUC 9.0 / ELM
  • Create Test templates for Pilot site (FO) Field Office for first installs of pilot site equipped with Cisco 7962 and 7975 phones and Cisco UC
  • Documentation of transition plans from legacy (Nortel) to UC infrastructure for deployment
  • Analysis of multiple Local/LD vendors for PRI/SIP trunks and managed services
  • Establishing guidelines on Dial Plans, CDR Reporting, and Accessibility etc
  • Worked on creating design for VoIP portal for click to call agents using eSurance Mobile App / Online quote services
  • Maintained positive working relationship with fellow staff and management
  • Provided remote support services for clients using virtual private networks or other remote access technologies
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
  • Analyzed support tickets to identify trends and recommend product improvements to the development team
  • Updated customer information and account status in the database following each interaction
  • Participated in after-hours on-call rotation for critical support needs
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved
  • Researched solutions to complex technical problems by accessing available information resources such as online databases or websites
  • Conducted remote diagnostics to identify and solve technical problems
  • Allstate Insurance

Desktop Support Engineer

Advanced Technology Services
02.2006 - 06.2012
  • Company Overview: MOTOROLA SOLUTIONS
  • Break-fix and desk-side support for desktops, laptops, tablets, and Windows workstations
  • Break-fix support for network printers
  • Windows NT, 2000, XP, and Win 7 knowledge
  • Deep understanding of the Windows 2000 and XP directory structure
  • Manage day-to-day activities to meet customer service level agreements (SLAs)
  • Keep company-assigned tools in good working condition
  • Advise the team lead of any risks, issues, or concerns related to service delivery and/or customer sites
  • Attend safety training for all sites were delivering or may deliver onsite services
  • Attend team meetings when requested by the team lead or regional leads
  • Follow documented desk-side processes for successful desk-side service delivery
  • Managed Active Directory user accounts, groups, and permissions, enhancing system security
  • Provided technical assistance to users in person, via phone or email
  • Assisted in the deployment of new applications and systems, ensuring seamless integration
  • Evaluated software or hardware to recommend improvements or upgrades
  • Installed and performed minor repairs to hardware, software or peripheral equipment
  • Configured user accounts, permissions and passwords according to company policies
  • Updated software versions with patches and new installations to close security loopholes and protect users
  • Developed training materials and procedures or trained users in proper use of hardware or software
  • Maintained audit trail and statistical records of problems and conditions reported by client
  • Oversaw daily performance of computer systems
  • Documented and updated technical procedures, user guides, and policies for desktop support
  • Implemented security measures such as antivirus protection to protect against malicious attacks
  • Maintained inventory of all equipment, software licenses and warranties
  • Coordinated with vendors for warranty and non-warranty hardware repairs and replacements
  • Monitored system performance and implemented optimizations, leading to an improvement in user satisfaction
  • Troubleshot network connectivity issues for both wired and wireless connections
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities
  • Troubleshot and resolved hardware, software, and network issues, reducing downtime
  • Collaborated with other teams within the organization to resolve complex incidents quickly
  • Supervised and directed workers engaged in installation of data communication equipment and software
  • Collected, analyzed and reported on data for use in operational planning
  • Provided excellent customer service, resolving issues promptly and maintaining high satisfaction levels
  • Participated in IT projects, contributing to the successful rollout of technology initiatives
  • Participated in IT projects related to desktop support services
  • Maintained positive working relationship with fellow staff and management
  • Attended customer service meetings to address any ongoing issues or concerns
  • Diagnosed and resolved hardware and software issues efficiently
  • Updated and patched systems regularly, maintaining compliance with IT security standards
  • Resolved printer, scanner, and other peripheral device issues, maintaining operational efficiency
  • Interacted with vendors regarding purchase orders, invoice payments
  • Resolved printer problems remotely or onsite as needed by users
  • Conducted training sessions for staff on new software and hardware, enhancing productivity
  • Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates
  • Implemented and maintained VoIP systems, improving communication efficiency
  • Provided training to end-users on basic usage of computer applications
  • Performed server patching activities using Windows Server Update Services
  • Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems
  • Answered user inquiries to resolve computer software or hardware operation problems
  • Managed inventory of IT assets, including procurement and disposal, ensuring compliance with company policies
  • Managed backup operations using Symantec Backup Exec or other similar tools
  • Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
  • Installed, configured, and maintained desktop operating systems, applications, and hardware for users
  • Provided remote desktop support using tools like TeamViewer and Remote Desktop, increasing issue resolution speed
  • Installed and configured computer systems, printers, and other peripherals
  • Conducted regular system backups and disaster recovery operations, ensuring data integrity
  • Monitored system performance and conducted preventive maintenance tasks regularly
  • Installed, configured and maintained computer hardware, software and peripherals
  • Documented repair processes and helped streamline procedures for future technical support actions
  • Performed variety of clerical and administrative duties pertaining to on-site support
  • Created detailed documentation for IT processes, procedures and troubleshooting steps
  • Performed hardware upgrades, including RAM, SSDs, and graphics cards, to improve system performance
  • Referred major hardware or software problems or defective products to vendors or technicians for service
  • Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software
  • Resolved network connectivity issues for local area networks and wide area networks
  • Conducted workflow analysis, space design or cost comparison analysis
  • Collaborated with IT team members to share knowledge and improve support processes
  • Implemented antivirus and malware protection tools, decreasing security incidents
  • Disassembled computer systems to troubleshoot and resolve hardware issues
  • Set up equipment for employee use, performing or properly installing cables, operating systems or software
  • Ensured compliance with corporate policies related to data security standards
  • Completed day-to-day duties accurately and efficiently
  • Provided excellent service and attention to customers when face-to-face or through phone conversations
  • Maintained updated knowledge through continuing education and advanced training
  • Utilized various software and tools to streamline processes and optimize performance
  • Achieved cost-savings by developing functional solutions to problems
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment
  • Recognized by management for providing exceptional customer service
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met
  • Collaborated closely with team members to achieve project objectives and meet deadlines
  • Updated and maintained databases with current information
  • Completed routine maintenance and repair
  • Exceeded customer satisfaction by finding creative solutions to problems
  • Assisted with customer requests and answered questions to improve satisfaction
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies
  • Worked effectively in team environments to make the workplace more productive
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills
  • Identified needs of customers promptly and efficiently
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • MOTOROLA SOLUTIONS

Aircraft Power Plant Technician

U.S. NAVY VETERAN
09.1999 - 09.2003
  • Company Overview: Ship: USS CONSTELLATION CV64 – F14 Tomcat - Aircraft Equipment Mechanics
  • Maintaining Systems with MAF (Troubleshooting Jet Engines using technical manuals linking with electronic on (ECU) Engine control unit)
  • To keep aircraft in peak operating condition, aircraft and avionics equipment, perform scheduled maintenance, make repairs, and complete inspections required by the Federal Aviation Administration (FAA)
  • Maintain and service aircraft engine, fuel, and lubrication systems
  • Perform complete aircraft turbo shaft, turbofan, and turboprop engine repair
  • Plane Captain: perform pre and post flight inspection on airframe and Power
  • Maintained records of repairs, calibrations, and tests performed on equipment
  • Inspected materials and equipment regularly to check for potential hazards and machine defects
  • Diagnosed problems using test equipment such as multimeters, oscilloscopes, signal generators, power supplies
  • Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully
  • Reviewed technical manuals and other documents related to product operation and maintenance requirements
  • Communicated with distributors to acquire necessary equipment for projects
  • Tested and calibrated instruments to ensure accuracy and reliability of data
  • Operated specialized diagnostic tools used to identify system faults
  • Coordinated repair and maintenance plans with co-workers and supervisors ahead of scheduled projects
  • Reviewed blueprints and manufacturer manuals before beginning installation and repair work
  • Disassembled dysfunctional machinery to perform root cause analysis and repairs
  • Replaced defective components or parts as needed
  • Filled out work orders, repair logs and maintenance plans to document work completed
  • Conducted preventive maintenance procedures according to established schedules
  • Kept records of parts and equipment used in projects to update inventory
  • Followed safety practices to safeguard against injury and damage to property
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making
  • Prioritized and organized tasks to efficiently accomplish service goals
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
  • Managed inventory and supplies to ensure materials were available when needed
  • Completed routine maintenance and repair
  • Achieved cost-savings by developing functional solutions to problems
  • Maintained updated knowledge through continuing education and advanced training
  • Provided support and guidance to colleagues to maintain a collaborative work environment
  • Ship: USS CONSTELLATION CV64 – F14 Tomcat - Aircraft Equipment Mechanics

Education

No Degree - Computer Science Engineering

Harper College
Palatine, IL
12.2005

Airframe and Power plant Maintenance - undefined

U.S Navy
Virginia Beach, VA
09.2003

Skills

  • MS Office (Excel, Access, Word, PowerPoint)
  • MS Visio
  • MS Project
  • Adobe Acrobat
  • Cisco Routers and Switches
  • Servers
  • Cisco and HP Aruba Switches
  • Windows NT
  • Windows 2000 Professional
  • Windows XP Professional
  • Windows Vista Ultimate
  • Windows 7
  • Windows 10
  • Windows 11
  • Disaster recovery environments
  • Disaster recovery planning
  • Exceptional troubleshooter
  • Network troubleshooting
  • Network performance testing
  • Splunk analysis
  • Network performance analysis
  • Network operations
  • Remote Access solutions
  • VLAN management
  • Network monitoring
  • Network access control
  • IP addressing
  • Desktop and laptop expert
  • Remedy, Service Now, HPSM
  • Troubleshooting
  • VoIP
  • Performance testing
  • Staff training
  • Help desk assistance - NOC
  • End user support
  • Network configuration
  • Network automation
  • Analytical thinking
  • Incident response
  • Preventative maintenance
  • WAN and LAN installations
  • ITIL framework
  • User account creation
  • Network debugging
  • Technical solutions development
  • Change management
  • Quality of service
  • Cloud computing
  • Network documentation
  • VMWare experience
  • VPN implementation
  • Network design
  • Print Servers maintenance
  • Virtualization technologies
  • Data connectivity
  • Security logs
  • Documentation and reporting
  • Superb interpersonal skills
  • Load balancing
  • Antivirus and spam blocking
  • Data visualization
  • System upgrades
  • Decisive
  • Storage management
  • Firewall administration
  • Meticulous record-keeper
  • Network security
  • Technical documentation
  • Wireless networking
  • Technical infrastructure upgrades
  • Data center management
  • SD-WAN VeloCloud, Viptela, Juniper

Certification

  • CCNP VOICE
  • CCNA
  • A+ Certified professional

Timeline

Remote Network Voice Analyst

Capgemini / HCL Tech
11.2014 - 01.2024

Technical Support Analyst

Experis
07.2012 - 04.2014

Desktop Support Engineer

Advanced Technology Services
02.2006 - 06.2012

Aircraft Power Plant Technician

U.S. NAVY VETERAN
09.1999 - 09.2003

Airframe and Power plant Maintenance - undefined

U.S Navy

No Degree - Computer Science Engineering

Harper College

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Mohammed Salam