Thomas J. Lucciano    Home
Unix (SCO), Linux (Red Hat, Centos, FreeBSD, Ubuntu/Debian), Windows
SIP, Voip, RTP, tcp/ip, snmp, radius, MySQL, Cisco PIX firewall, Cisco VPN, Nagios, Asterisk, Apache, Cisco IOS, VMWare esxi, SIPp, git, Wireshark
SENIOR TECHNICAL SUPPORT ENGINEER 2011 - PRESENT
Support and troubleshoot customer network deployed session border control devices (SBC), EMS and NNC products, via ticket system, email, and phone. Analyze and troubleshoot logs/customer problems, including those related to sip signaling, rtp/audio, networking, snmp, radius/cdr, qos. Participate in multi-vendor troubleshooting bridges for real time support and troubleshooting. Reproduce customer issues in lab, and track through to resolution via trouble ticket system. Escalate issues into Engineering when necessary, via bug tracking database.
SENIOR TECHNICAL SUPPORT ENGINEER 2000 - 2011
Provide problem resolution on customer issues as pertains to voicemail software and voicemail servers (Sco/Red Hat). Work with customers and vendors to troubleshoot and resolve software issues as well as hardware issues encountered on voicemail servers and pbx (Avaya, Cisco, Nortel). Maintain related call tickets. Document issues and procedures. Monitor and administer systems (Sco/Red Hat) to ensure integrity of network and proper functioning of systems. Administer Informix database to maintain user accounts. Install upgrades/patches as necessary. Various reporting and maintenance duties utilizing Perl, shell scripting, and sql. Installed and set up apache web server, on Red Hat Linux, for group use. Travel to client sites for installation and configuration of hardware/software. Integrate servers with Cisco Call Managers and voice gateways, Avaya and Nortel switches. Install, configure, and test Cisco Unity servers (configure additionally for vpim messaging). Install and configure Asterisk software for use with siptosis. Maintain company firewall (Cisco PIX515e) and Cisco VPN (concentrator 3000), install/configure/maintain nagios network monitoring server, install/maintain Snort IDS. Configure, maintain, support Cisco Speech Connect servers for Cisco internal use. Install and configure Asterisk software/server (on CentOS/Fedora), utilizing siptosis for use with Lyrix Mobiso speech recognition product. Troubleshoot network issues related to sip based Mobiso product.
CUSTOMER CARE REPRESENTATIVE JULY 2000 - OCTOBER 2000
Lyxom, Inc Lawrence, MA
Customer Care Representative providing telephone and email
customer service and technical support.
Educate customer on product utilization (html use).
Develop example html pages. Resolve customer questions and concerns.
Enter accurate description of problems, inquiries,
and service requests into customer management system.
CUSTOMER SERVICE REPRESENTATIVE MARCH 2000 . JULY 2000
Magellan Behavioral Health Burlington, MA
Full-time Customer Service Representative utilizing a number of
systems to answer calls, process member authorizations, and
resolve claims issues with members and providers.
AcmePacket ACP-N, ACP-S
Certificate in Unix
University of Massachusetts, Lowell MA
Boston College, Newton MA