Syed Mohammad Meraj Ali

• Coordinated issue resolution across engineering, operations, and account stakeholders.
• Monitored service performance and addressed risks affecting client satisfaction.
• Advised customers on technical capabilities, integrations, and platform best practices.
• Strengthened long-term partnerships by maintaining clear communication and reliable follow-through.
• Mentored junior team members, sharing best practices related to client relationship management and technical problem-solving skills.
• Leveraged industry knowledge to provide expert guidance and recommendations on technology solutions that aligned with client goals.
• Served as the primary point of contact for clients, addressing any concerns or questions regarding their account or technology needs.
• Created detailed project plans and timelines to ensure successful implementations for new customers, resulting in reduced time-to-value periods.

• Overseeing day-to-day operations of the team to ensure smooth and efficient workflow.
• Managing team performance and conducting regular reviews to maintain high standards.
• Handling escalations and providing guidance to resolve complex technical and process-related issues.
• Coordinating with upper management to develop strategies for improving operational efficiency.
• Ensuring compliance with company policies and procedures.
• Training and mentoring new team members to enhance their skills and knowledge.

• TAC engineer for Cisco Call Manager team.

Responsibilities include and are not limited to the below listed;

• Handling customer escalations both technical & process related.
• Assist to build, Install & integrate Cisco Unified Collaboration products, specifically Unified Communications Manager & Cisco Unity Connection.
• Understand, isolate & troubleshoot internal as well as external call routing issues. Also, analyze logs to provide a possible root cause analysis where ever plausible.
• Troubleshoot codec & DTMF mismatches and ITSP related issues.
• Troubleshooting with VMware ESXi related issues for VMs that host Cisco Collaboration applications specifically on Cisco Business Edition Servers.
• Responsible for recreating and simulating customers setup and configuration in Cisco's Virtual Calo lab to identify any possible undocumented defects residing in the application or hardware supplied by Cisco.
• Have also helped with integration of supported non-Cisco products such as Akkadian Provisioning Manager application & Informacast paging hardware to CUCM.
• To train new inductees on Collaboration products, customer handling and troubleshooting issues similar to those listed above.
• As a senior employee, to conduct or be a part of team meetings to discuss near and far future changes to accommodate needs of customer and improve customer experience.
• Also, manage customer escalations for the team & mitigate impact of such occurrences in future.
• As a part of troubleshooting ITSP issues, get frequently involved in troubleshooting border Collaboration products such as Non-Cisco Voice Gateways, CUBE & Voice Gateways.
• Good Knowledge of Cisco Unity Connection and troubleshooting most issues related.
• Developed system specifications, translating stakeholder needs into clear, testable engineering deliverables.

Network and hardware engineer for Cisco's Global Hardware team working APAC hours from Altran in Gurgaon.

The roles of the job at the time involved;

• Troubleshooting TAC cases open for suspected hardware related issues for Cisco Router, Switches, UCS Servers - Rack and Blade, IP phones.
• Posses knowledge of Architecture of the Cisco Catalyst Switches specifically - Cisco Catalyst 2900 Series, 3500 Series, 4500 Series, 6500 Series, 6800 Series and Routers such as 800 Series, 1800 & 1900 Series, 4000 series and IOS-XE based ones such as ASR.
• Process replacement for hardware components isolated during troubleshooting to be failing. This allowed Cisco to narrow down a list of components to be replaced from a fully populated chassis to what is actually the bad component.
• Track trends of similar issues and report them & work with Cisco Equipment Failure Analysis & Business teams to identify a Bug or batch hardware component issues & educate customers about them and how to mitigate any business impact they may cause.
• Handled customer escalations there are well as I did have a knack for developing good interaction with customers & allowing them to share their concerns in a more channeled manner.

Maulana Azad College Of Engineering & Technology was affiliated to Magadh University at Bodh Gaya, where I completed B.Tech with 61.61%