Alin Marius Muresan
Voice Support Engineer
Cluj
Summary
Results-driven Voice Support Engineer with experience in Cisco
and Avaya Unified Communications solutions. Skilled in
troubleshooting, deploying, and maintaining CUCM, UCCX, Unity,
UCS, Voice Gateways, Ribbon SBC, Imagicle Attendant Console, VMware, and Avaya
platforms. Strong background in service delivery, incident
management, and project execution. Hands-on expertise in
working with Cisco TAC, Avaya Support and RMA processing, and
IT service management.
Overview
15
15
years of professional experience
8
8
years of post-secondary education
6
6
Certifications
2
2
Languages
Work History
Cisco Voice Support Specialist
New Era Technology
Cluj-Napoca, Cluj
08.2020 - Current
- Provided support for Cisco Unified Communications solutions (CUCM, UCCX, Unity ( 11.5, 12.5, 15 ) UCS, Cisco Voice Gateways IOX XE, Ribbon SBC, Imagicle Attendant Console), implementing, troubleshooting and resolving voice-related issues and managed the virtualized voice infrastructure
- Managed service simple / complex service requests and incidents and via ServiceNow as a ticketing platform
- Worked directly with Cisco TAC for advanced troubleshooting and issue resolution
- Handled RMA processes, including initiating, tracking, and coordinating hardware replacements and returns
- Maintained and updated voice network diagrams for Johnson and Johnson, ensuring accurate documentation of infrastructure changes when required
- Delivered voice infrastructure projects, including cisco voice gateways upgrades relocations and Imagicle migration across multiple sites within Johnson and Johnson
- Pre-configured routers, switches, and LTE gateways (Aruba and Cisco) and coordinated hardware deliveries for United Rentals and Tory Burch
Avaya Voice Support Specialist
Global Convergence
Cluj-Napoca, Cluj
02.2018 - 08.2020
- Provided technical support and maintenance for Avaya voice infrastructure, including: Avaya Communication Manager, Session Manager, System Manager (versions 5.x - 8.x)
Avaya Media Gateways (G350, G450, G650) and Avaya servers (S8300, S8500, S8800, Common Servers 1, 2, 3)
Avaya Aura Messaging, Utility Services, and Virtualization Platforms - Implemented MAC (Moves, Adds, Changes) requests and performed initial troubleshooting to resolve incidents within SLA.
- Conducted daily system health checks and performed root cause analysis as necessary.
- Delivered both remote and onsite support for Avaya voice solutions
Service Delivery Manager
Global Convergence
Cluj-Napoca, Cluj
11.2014 - 01.2018
- Ensured compliance with contractual SLAs and provided operational support for customer issues.
- Monitored and collaborated with the service desk team to improve ticket handling processes.
- Developed and enhanced service desk procedures to optimize customer interactions and service delivery.
- Acted as the first point of escalation for incidents requiring managerial intervention.
- Delivered detailed reports based on customer requirements and service metrics.
Helpdesk Agent
FCS Global
Cluj-Napoca, Cluj
02.2012 - 10.2014
- Managed customer queries via email and phone, utilizing various ticketing systems, including Omnitracker, CTS, and customer-specific platforms.
- Provided timely updates and follow-ups on both new and ongoing support tickets.
- Escalated unresolved issues to higher management and technical teams for resolution.
- Coordinated customer visits, hardware orders, and provided quotes.
- Ensured proper documentation and clear communication with customers, partners, and service delivery managers.
Technical Support Agent
UPC Romania
Cluj-Napoca, Cluj
07.2010 - 01.2012
- Handled and resolved technical calls related to TV, internet, and telephony issues.
- Diagnosed and escalated complex issues for further troubleshooting and resolution.
- Assisted customers with the configuration of routers, modems, and digital receivers.
- Coordinated with field technical teams to ensure timely service restoration in case of network failures.
- Scheduled technicians for onsite visits to customers as needed.
Education
University Degree -
Faculty of Economic Sciences And Management
Cluj-Napoca 10.2008 - 07.2012
High School Diploma -
Economic College Iulian Pop
Cluj-Napoca 09.2004 - 06.2008
Skills
Customer relationship management
Remote support
Ticket management
Application support
Network troubleshooting
Debugging
Hardware troubleshooting
Virtualization technologies
SLA compliance
ITIL framework
Certification
Cisco Certied Network Associate Routing and Switching (CCNA)
Section name
Passionate about sports, including football, table tennis, tennis, and basketball. Enjoying traveling, exploring nature and spending quality time with my family
Timeline
Cisco Certied Network Associate Routing and Switching (CCNA)
04-2026
Cisco Voice Support Specialist
New Era Technology
08.2020 - Current
Avaya Voice Support Specialist
Global Convergence
02.2018 - 08.2020
Service Delivery Manager
Global Convergence
11.2014 - 01.2018
Helpdesk Agent
FCS Global
02.2012 - 10.2014
Technical Support Agent
UPC Romania
07.2010 - 01.2012
University Degree -
Faculty of Economic Sciences And Management
10.2008 - 07.2012
High School Diploma -
Economic College Iulian Pop
09.2004 - 06.2008
ACIS -71200x - Avaya Aura® Core Components
Microsoft 365 Certied:Collaboration Communications Systems Engineer Associate
ITIL® Foundation CeMicrosoft 365 Certied:Collaboration Communications Systems Engineer Associate
Cisco Certied Network Professional Voice (CCNP)
Security Operations Analyst Level 1
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