Trevor Hughes
Austin,TX
Summary
Dedicated L2 Support Engineer with extensive experience in managing Cisco UCCE environments and resolving intricate incidents. Proven success in executing system upgrades with minimal disruption while fostering collaboration across infrastructure and application teams. Strong emphasis on technical documentation and knowledge sharing to streamline issue resolution and elevate support effectiveness.
Overview
8
8
years of professional experience
Work History
L2 Escalation Engineer
TTEC
01.2020 - 04.2026
- Resolved complex production incidents involving Cisco UCCE, Calabrio, and Upstream Works.
- Executed software upgrades and patching with minimal downtime.
- Supported the U.S. Census Questionnaire Assistance Program with 150+ Calabrio servers.
- Created ServiceNow knowledge articles to improve resolution time.
- Collaborated across infrastructure and application teams on integration issues.
- Participated in 24/7 production support and major incident response.
L1 Support Engineer
TTEC
04.2019 - 12.2020
- Supported Cisco UCCE infrastructure including CUCM, ICM, CUIC, and CVP.
- Resolved issues involving Calabrio, Verint, and Humanify.
- Mentored and trained new L1 engineers.
- Promoted to L2 Escalation Engineer.
Live Desk Support Engineer
Cisco
05.2018 - 04.2019
- Supported Cisco TelePresence Management Suite, ensuring seamless operation for end users.
- Provided enterprise phone support, addressing technical issues to maintain communication efficiency.
- Resolved incidents using Remedy system, facilitating timely issue resolution for enhanced user satisfaction.
- Completed TelePresence, Route/Switch, and NOC training.
Skills
- Cisco UCCE
- CUCM, ICM, CUIC, CVP
- Calabrio
- Upstream Works
- Verint
- Humanify
- ServiceNow
- ITIL
- Production support and upgrades
- Root cause analysis
- Technical documentation
- Training and mentoring
- Production incident resolution
- Major incident response
- Incident management
Timeline
L2 Escalation Engineer
TTEC
01.2020 - 04.2026
L1 Support Engineer
TTEC
04.2019 - 12.2020
Live Desk Support Engineer
Cisco
05.2018 - 04.2019