Ben Mesfen Email & Phone Number

San Francisco Bay Area

Customer Success Service Planning and Readiness, working on Supportability, Service planning, resourcing with a focus on SaaS product portfolio.Service planning for product lines of ~630 million USD annual revenue.+New Product Design; Stakeholder engagement, supportability in PRDs, FS and test plan review, program plan review and execution.+New Product.

San Francisco Bay Area

- Conduct gap analysis on offer requirements supporting Cisco’s next gen client optimization service, Business Critical Services.- Work with customer experience (CX) stakeholders to activate a readiness plan to ensure roles and capabilities are ready for delivery. - Support end-to-end offer readiness by verifying that all offer elements are aligned.

San Francisco Bay Area

Responsible and lead for Riverbed Global Customer Success implementation plan for New Product (NPI) and Acquisition.Riverbed Global Customer Experience Program and project lead for Acquisition Integration Represent Riverbed Global Customer success cross-functional with sales, IT and Business unit to influence development plans and schedule to meet customer.

San Francisco Bay Area

• Devised TS product definition on software and product roadmap strategy for strategic Cisco Products, systems, and solutions such as Nexus 7000 and Unified Compute System. Involved in Product requirement definition.
• Wrote and presented Product Requirement Definition (PRD) documents and presented results to executive staff.
• Led development of system-level Serviceability Feature Enhancements for Cisco Networks Solutions.
• Drove Serviceability Feature Enhancements on Cisco routing, switching, and datacenter products resulting in reduced TCO, support cost, escalations and critical account situations.

My duties include the following:# Develop product design recommendations that reduce the cost of ownership for Cisco customers# Prioritize software and hardware defects to minimize impact to customers# Publish Field recalls that notify customers of risks to their business continuity

• Resolved Customer issues and escalation for LAN switching technologies and control/data plane architecture on Cisco switching platforms. Performed extensive lab recreations and reported software defects while mentoring.
• Collaborated with development teams for bug resolution and product quality improvements
• wrote and administered troubleshooting documents
• delivered Switch troubleshooting trainings
• Valuable member as a Team lead

Richardson, Texas

• Accept, Manage, and Advise Customers on escalated Service Requests, increasing Customer satisfaction. Present Alcatel TAC EBCs to customers; help them understand how TAC works and how to utilize available tools to.
• Provide Network and Design consult for Alcatel SDH and DACS next-generation SONET optical transport platforms.
• Provide onsite technical and network consulting support
• Provide consulting on customer design and test verification
• Write test verification and recreate for Alcatel and Service Provider Customers,(i.e. AT&T, Sprint)
• Present chalk talks on SONET and SDH topics to customers and fellow coworkers.

Dallas/Fort Worth Area

• Define software requirements for real-time embedded software, executing on fault tolerant hardware, and using structured analysis methods. Monitor Nationwide Engineering projects.
• Developed in-house software to track fiber spacing and product allocation.
• Worked closely with software engineers implementing the requirements.