Brett Murrell Email & Phone Number

San Jose, Ca, Us

A pivotal member of the Customer Insights team, operating within the Security Business Group (SBG), I am the Beta Manager for a cutting-edge security product currently in stealth mode. I guide the product through its Alpha and private preview stages, driving it forward in the product lifecycle all the way to General Availability (GA), ensuring seamless integration and alignment with the strategic goals of the organization.

San Jose, Ca, Us

A vital contributor within the Customer Insights team, operating within the Security Business Group (SBG) under the Threat Detection & Response (TD&R) division, I specialise in the Cisco Vulnerability Management Product (CVM, formerly Kenna Security).My role revolves around seamlessly integrating cutting-edge features into product releases, thereby upholding a continuous delivery model that harmonizes with the company's overarching Security portfolio strategy.

San Jose, Ca, Us

Inclusive of my previous listed responsibilities, some of the impactful accomplishments & ongoing activities for this role include:* TAC Partner Workshop Lead - Responsible for driving a team of 50 people for the annual EMEA workshop event that is delivered in close collaboration with Partner Enablement, Sales & TAC teams. 6 months of strategic planning to deliver sessions that provide extraordinary value to our Partners. 1900 unique attendees on average in the course of a 5-day event, 20 hours of content per workshop with an extraordinary survey result (CSAT).By sharing TAC best practices on 7 key Security products, the ROI to the business is that our Partners are able to self—serve common scenarios, helping to deflect common customer cases. After taking on responsibility for this initiative in the last 2 years, our team won the CX Meritus Award twice in a row.* TAC/OPS Console - Through driving Serviceability (determining ongoing case & escalation trends) in direct collaboration with senior leadership in the BU, we developed & implemented a console for our global engineers to accomplish key backend tasks resulting in an average 40% reduction in escalation volume quarterly* EMEA cloud accounts portal - a centralised portal for our entire EMEA TAC & PS organisations to train & recreate customer issues in AWS, Azure & Google Cloud Platform. Complications around funding models & individual setups led to this initiative of a centralised configuration model, with the realisation of big savings once implemented* Voltron (innovation codename) - co-creator of a method within the TAC CRM to provide consistent "crowd-sourced" categorisation data to drive better Servicebility discussions. This enabled TAC to have a "seat at the table" for product changes (prioritising the highest ROI)* Interview hiring panel cross product* Commit planning with close BU collaboration to ensure supportability of new product features through ongoing training & tooling assessments

San Jose, Ca, Us

A seasoned Technical Leader with engineers in a number or regions around the globe (AMERICAS - North Carolina, Richardson, Mexico City - EMEAR, Krakow - APJC, Bangalore, Japan, China)I am responsible for the following Cisco Cloud products (enablement and ongoing projects for new and existing product lines):• ATS (Advanced Threat Solutions) - Comprises of AMP for Endpoints, Threat Grid (Threat Intelligence engine) + CTA (Cognitive Threat Analytics) + CTR (Cisco Threat Response). Products that also utilise the benefits of the advanced blocking capabilities are:- ISR with Firepower services, ASA with Firepower services, Firepower NGIPS Appliance, AMP Private Cloud Appliance, WSA (Web Security Appliance), ESA (Email Security Appliance), CWS (Cloud Web Security), Umbrella (Next Gen Web Security), Meraki (MX platform)• Cisco Defense Orchestrator (CDO) - A management platform to ensure consistent policy enforcement for a few of Cisco's product portfolio - ASA (Adaptive Security Appliance) Firewall, Firepower (Next Gen Firewall), Umbrella (Next Gen Web security), WSA (Web Security Appliance), Meraki• Cloud Web Security (CWS) - securing web browser traffic, protecting from malware, viruses + policy enforcement to ensure users are only able to visit websites that are deemed work appropriate by the customers administratorsCertain responsibilities include (but not limited to):• Readouts to TAC/BU Executives • TAC empowerment projects to give our TAC engineers better troubleshooting/learning capabilities/tooling• Feedback loops to ensure product and process enhancements• Mentor for Aspiring Technical Leaders and other CSE's• Automation to ensure low complexity cases can be handled automatically leaving time for our engineers to concentrate on high complexity cases• Proactive support for our premium tier customers to ensure Cisco are aware of a problem before the customer is

San Jose, Ca, Us

One of the leaders of the newly formed 'Cloud TAC' within Cisco. We set up a separate Global TAC (Technical Assistance Center) to differentiate Cisco Cloud products from the traditional TAC support model to offer a more consistent experience for our customers.

San Jose, Ca, Us

• Day to day Escalations• CAP Escalations (strategic customers for the business)• Main contact for BU collaborations for high priority issues• New Product Integrations (NPI)• Providing mentorship for all levels of engineers• Leading a continual BUG improvement process, holding the BU accountable for SLA's and other key metrics• Continually identifying problems in all aspects of the CWS day to day running and driving resolution• Statistical Analysis of key metrics for improvement of service (presented to global leadership teams monthly)• Participation in Feature Request reviews for ongoing product improvement• Building out the initial Training Portal that global teams use to upskill• Implementation of an Incident Management room (Cisco SPARK) that key members of all teams across the BU are invited for technical resolution of issues and a single source of truth for on-going status of live issues• Implementation of a SMS monitoring system for P1 alerts, reducing time to act on critical issues from 40mins+ down to 1min• Approver in product CAB meetings• Participation in CLCA meetings• Participation in bi-weekly Release Review meetings• Leading Global (EMEA, US, APAC) initiatives including (but not limited to): o TAC engineer upskilling project o Automation project to enable time saving of log analysis o KB and Support Community improvement o Training portal content refresh and improvement (for use of TAC, service delivery teams, wider sales org) o Global Lab build for engineers in all theatres to replicate customer issues

San Jose, Ca, Us

San Jose, Ca, Us

London, Gb

Responsibilities included (but not limited to):• Positive mentorship of team members on their development by taking an active role in performance and development discussions• Daily leadership reporting on priority one/strategic customers and resolution plans• Monthly management reports on key metrics and individual engineer performance along with product reports to analyse trends for distinct products/modules• Operational excellence and quarterly metrics delivery to key stakeholders by way of a field health report• Improving quality and productivity of the service provided through creating and maintaining collaborative projects and relationships between multiple teams via analysis of daily operations• Training all new employees• Customer Services normal procedures (phone, mail support, provisioning of new customers)• Second line On-Call Engineer• Point of Escalation for the Support Team (first & second line)• Ensuring respective queues were healthy and within SLAOther activities which I participated in:• Pre-Sales Engineer role which included on-site visits to client premises• On-Site Engineer for technical issues when required• Internal Testing for customer issues which were of a complex nature• Technical writer/reviewer• Release test engineer (QA)

I worked as an IT Analyst with Firewalls, VPN Devices, VPN Clients, Antivirus, Content Checking, and Intrusion Detection. I worked within the Technical Support department providing technical assistance and maintenance for customers on a range of complex Internet & Network Security solutions. This included supporting Products from Checkpoint, Watchguard, Cisco, Netscreen, Mimesweeper, Surfcontrol, Alcatel (formerly Timestep), Bluecoat, Trend AV Suite and F-Secure AV. I actively advised on hardware and software for customers based on their individual circumstances. Product types supported within my day to day role included Firewalls, Content Checking (E-Mail and Web), Anti-Virus and Intrusion Detection. I also provided support of the company’s internal network including Windows NT, 2000 Server/Professional, Server 2003, Exchange 2003, XP Professional, Heat (technical call management system) and Goldmine (sales database).I grew accustomed to working to a deadline with internal projects and projects for customers, this also included working to an SLA (service level agreement), thus demonstrating the ability to work under pressure. I also provided on-site Firewall installations when workload was too heavy in the Professional Services department.