Dennis Tsai has over 5 years of experience in telepresence/VoIP/network technical support. He has a variety of Cisco certifications including CCNP, CCNA VoIP, CCNA Wireless, and CCNA Security. He is currently working at Comcast providing installation support for their VoIP phone systems. Prior to that, he worked at AT&T providing tier 2 technical support for telepresence equipment issues.

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Dennis Tsai
1340 Kallien Ave. Naperville, IL 60540 | dennis.t.tsai@gmail.com |630.717.6286
SUMMARY
Over 5 years’ experience in Telepresence/VoIP/Network Technical Support. Broad knowledge and experience with
switching, routing and troubleshooting of various video call failures. Pursuing a Telepresence/VoIP/Network Engineer career.
TECHNICAL CERTIFICATIONS AND SKILLS Issues Date Renewed Date
 Cisco Certified Network Professional (CCNP) 09/28/2011 8/18/2014
 Cisco Certified Network Associate voice (CCNA VoIP) 06/08/2011 8/18/2014
 Cisco Certified Network Associate wireless (CCNA Wireless) 06/08/2011 8/18/2014
 Cisco Certified Network Associate security (CCNA Security) 06/03/2011 8/18/2014
 Cisco Certified Network Associate (CCNA) 03/16/2011 8/18/2014
 Certified WAN Administrator (CWA) 02/26/2011 8/18/2014
TECHNICAL SKILLS SUMMARY
VoIP Equipment Comcast CM820 modem, Edgewater E4550, Polycom 310/410/500/5000
and Panasonic handsets.
VoIP Tools SalesForce (Business cases), Webtop (Work trays), BACC (Modem status),
BroadSoft (Hosted PBX), SIMON (Customer Features), Scout Monitoring
(Modem level checking), STARS (LRN), Switch finder, DonRiver (Fiber)
OrderPath (TN activation), Cramer (Inventory)
Telepresence Equipment Cisco and Tandberg Telepresence equipment: EX90, C40, C60, MX200,
MX300, CTS-500, 1300, 3000, 3010, 3200, TX-1300, 9000, 9200, …
Polycom equipment: HDX8000. Logs collection, status check and
investigation. Software upgrade and verification.
Telepresence Connectivity: Cisco Telepresence Systems- Tandberg, Cisco and Polycom video systems,
Cisco routers, switches, Ethernet, Fast Ethernet, WAN, LAN, DHCP POOL
Layer2/3 Protocols: RIP, RIPv2, OSPF, EIGRP, BGP, VTP, Static Routing, IPsec, SSH, HTTPS,
security certificates.
Network Technologies: CDP, Frame-relay, PPP, Access Control List (ACL) , Network Address
Translation (NAT), Port Address Translation (PAT), IPv6
Switching Technologies: VLAN, VTP, HSRP, STP, Etherchannel, BPDU, BPDU Guard, Portfast,
GLBP, VRRP, DHCP, LACP, PAgP
Advanced Technologies: MPLS, Multicast, IPv6, QoS, CoS, SIP, RTP, SRTP
SUMMARY OF PROFESSIONAL EXPERIENCE
Comcast BVE (Business Voice Edge) VoIP phone installation 2016 - present
AT&T ATT Telepresence Services - Tier2 Support 2012 – 2015
Littelfuse Inc. IPT/Network Engineer 2012 – 2012
LAN/WAN Professional Network Engineer 2010 – 2012
USPS Analyst 2010 – 2010
Motorola, Inc. Lead Security Analyst/System Engineer 2004 – 2009
Motorola, Inc. Section/Engineering Mgr 1996 – 2004
PROFESSIONAL EXPERIENCE / DETAIL DENNIS TSAI
Comcast BVE Installation Technical Support Mar, 2016 – May, 2016
 Member of the Comcast BVE install at Naperville center. Installed new VoIP phones or migrated existing phones to a
newer phone system.

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 Push the boot file for the modem and new configuration files on the voice gateway, make sure all the phones were
registered and functioned well. Tested to make sure that all features worked as designed, then complete the install.
AT&T ATS Tier2 Technical Support Sep, 2012 – Sep, 2015
 Member of the AT&T Telepresence Services team at Chicago center. Troubleshoot and recover all AT&T customers’
codec equipment. (Cisco, Polycom and Tandberg) issues via remote access on a daily basis. Monthly 40 tickets managed.
Approximately a total of 1400 tickets closed. Wrote 160 Ticket investigation reports. Tracking all investigation activities
and time in two spreadsheets to accumulate experience and contributions.
 SIP and H323 are commonly used by the Codec machines to setup the video calls. For call setup and call drop failures,
SIP data were analyzed to root cause the problems. RTP and SRTP are used to transmit audio and video streams and can
affect video quality, they were checked for audio and video pixilation problems.
LITTELFUSE INC IPT Engineer Feb, 2012 – Aug, 2012
 Member of a network team to work on IPT migration and Cisco equipments (15 offices in NA, 3 in Europe and 17 in
Asia) maintenance renewal. Followed the Methodology to document incident investigations and maintenance procedures.
 Responsibilities included but not limited to migrating 415 subscribers for Piedras Negras office in Mexico on MCS 7625
server for a publisher, a Subscriber and a Unity Connection. Upgraded Boston IPT system with 63 new 7945G phones on
the C2921 CME router. Applied corporate security policy on ASA5505 and 5510 and applied fixes to reduce faulty
warning messages.
LAN/WAN PROFESSIONAL LAN/WAN Engineer Program - CCNA, CCNP Dec, 2010 – Jan, 2012
 Proven hands-on ability through creating multi-device network using layer 1, 2, and 3 topology diagrams under timed and
proctored examinations. CWA certified.
 Proficient with IP access lists, Cisco Discovery Protocol (CDP), Static Routing, Network Address Translation (NAT),
VLAN Trunking Protocol (VTP), Spanning Tree Protocol (STP), Inter VLAN routing, HSRP, IPV6.
USPS Analyst Feb, 2010 – Aug, 2010
 Responsibilities included but were not limited to facilitating communication between different companies providing
service for contracts, smooth transfer of operations from one purchasing office to another, and performing cost analysis.
MOTOROLA INC Lead Security Analyst June, 2007 – June, 2009
 Member of a team that included 12 functional managers and 15 Network Element (NE) level Security Experts to
institutionalize the security audits.
 Responsibilities included but not limited to leading group reviews and assessments of compliance for 14 security
disciplines, creating streamlined operational procedures for continuous process improvements, driving security initiatives
to integrated Dispatch Enhanced Network (iDEN) business.
 Special projects include proposing and providing effort estimates for 5 security enhancements in two releases based on
internal initiatives, business risks analysis and customer requests, all 5 proposals were approved. Documenting process
changes, Mgate checklist and best practices for iDEN business. Initiated a contract language change to state that all
products will be complied with Motorola security policies.
System Engineer June, 2004 – May, 2007
 Established 12 menu driven common user graphical interfaces requirements to allow service providers to easily manage
their network elements (NE).
 Responsibility included but were not limited to creating operational use cases to address the operational needs, working
with other system engineers to complete projects, meeting customer expectations through completion and timely delivery
of products, and created features and security tightened system before shipment of the product.
 Special projects include creating the system requirement and system architecture documents, designing and authoring a 14
point system security requirement for iDEN system, and creating use cases to address the security enhancements.
Section/Engineering Manager June, 1996 – May, 2004
 Led a 12 people Dispatch Analysis and Response Team (DART) to troubleshoot all escalated field problems (44 offices
worldwide) in a 24x7 time critical environment.
EDUCATION
 University of Iowa MS, Computer Science 1986
 National Cheng-Kung University BS, Engineering Science 1978