J
Jerson Hanson
About
Detail
Costa Rica
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work
Full-time jobs
Résumé
Jobs
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- SVoIP Network EngineerSykesFoundever (Cisco Technical Assistance Center)• Provided advanced Tier-2 customer-facing technical support for enterprise clients on VoIP protocols (SIP, H.323, MGCP, SCCP), voice gateways, and CUCM clusters. • Used RTMT logs, CM traces, packet captures, and event log analysis to diagnose and resolve complex, multi-component product issues for large enterprise customers. • Escalations through structured problem-solving and cross-team collaboration, documenting findings to accelerate team readiness and knowledge sharing. • Integrated CUCM with Unity Connection, CUPS, Cisco Jabber, Webex and third-party devices across complex enterprise collaboration ecosystems.
- STechnical Support Engineer L3SykesFoundever (Western Digital)• Delivered enterprise storage support (DAS/NAS, RAID) and cross-platform troubleshooting (Windows/macOS), ensuring high data availability and redundancy for business-critical environments. • Managed network drive orchestration and user access mapping, building foundational skills in enterprise identity and storage infrastructure.
Senior Technology ConsultantTTEC Digital• 10,000+ users, Supported a multi-site Cisco CUCM & Unity Connection cluster for ensuring high availability, rapid incident triage, and SLA compliance across geographically distributed enterprise sites. • 2,000+ users Migrated from on-premise Cisco Jabber to Webex cloud, managing Active Directory/LDAP integration, identity permissions, and hybrid deployment challenges with zero business disruption. • Owned end-to-end troubleshooting of escalated customer issues, from initial contact through root-cause analysis, remediation, and documentation, building a reusable knowledge base that reduced repeat incidents. • Administered Active Directory & LDAP to provision, audit, and secure user permissions across large enterprise environments, enforcin- VoIP / LAN Network EngineerEmerson Automation Solutions• Delivered Tier-2/3 operational support for network and VoIP infrastructure using ITIL methodologies in ServiceNow, driving consistent resolution of incidents, service requests, and recurring problems. • Applied advanced diagnostics, packet captures, SIP traces, and lab simulations, to resolve complex, multi-component network issues in large enterprise environments. • Led Unified Communications standardization across existing sites and new branch offices, ensuring consistent deployment patterns and improving system reliability. • Collaborated cross-functionally with security, systems, and network teams to address complex issues, acting as the primary technical bridge between groups.
Education
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- Microsoft Certified: Azure Fundamentals (In Progress)Microsoft
- CCNA Routing & SwitchingCisco Networking Academy
- ITIL FoundationAXELOS global best practice
- Cisco Certified Specialist – Collaboration Core (CCNP)Cisco
- PCAP™ – Certified Associate Python Programmer (In Progress - Exam PCAP-31-0x)Python Institute
- Bachelor of Engineering, Information TechnologyUniversidad Metropolitana Castro Carazo