Lead for the Cisco DNA Center Technology Team• Assist customers with initial deployments, release management, and testing methodology.• Research technical issues, collaborate and develop relationships with other groups. Effectively escalate urgent issues.• Reproduce issues via lab recreates and engage development resources as needed. • Identify, document, and track software bugs. Drive bugs to resolution.• Monitor performance metrics and collaborate with the management… Show more Lead for the Cisco DNA Center Technology Team• Assist customers with initial deployments, release management, and testing methodology.• Research technical issues, collaborate and develop relationships with other groups. Effectively escalate urgent issues.• Reproduce issues via lab recreates and engage development resources as needed. • Identify, document, and track software bugs. Drive bugs to resolution.• Monitor performance metrics and collaborate with the management team to develop plans to achieve team goals and objectives. Show less

Lead for the DOCSIS Cable Technology Team• Researched top issues and developed best practices and troubleshooting documents for Cisco’s internal support pages. • Trusted resource for high-profile customer escalations. Ensured that cross-functional resources were engaged to resolve any network outages which could impact as much as forty thousand end users per device for our Service Provider and Critical Account customers.• Provided chalk talks for important and challenging topics.… Show more Lead for the DOCSIS Cable Technology Team• Researched top issues and developed best practices and troubleshooting documents for Cisco’s internal support pages. • Trusted resource for high-profile customer escalations. Ensured that cross-functional resources were engaged to resolve any network outages which could impact as much as forty thousand end users per device for our Service Provider and Critical Account customers.• Provided chalk talks for important and challenging topics. • Coordinated New Product Introduction for both the support engineers and customers.• Administered a seventeen course soft-skills training curriculum for engineers, designed to develop the fundamentals needed to enhance the customer experience.• Led a group of 18 engineers in Costa Rica. Monitored performance metrics and ensured that the team was equipped with all of the training and resources needed for both the team and our customers to be successful.• Attained CCNA Certification Show less

Escalation Engineer for the Optical technology support team (SONET | SDH | DWDM)• Reviewed open Service Requests and provided guidance to ensure that Support Engineers are managing their cases well and that the service requests were moving towards resolution.• Helped launch global support for optical products by training a small team of engineers in Brussels. The team was up and running within three months and was able to cover a 6-hour shift.• Identified software bugs and drove… Show more Escalation Engineer for the Optical technology support team (SONET | SDH | DWDM)• Reviewed open Service Requests and provided guidance to ensure that Support Engineers are managing their cases well and that the service requests were moving towards resolution.• Helped launch global support for optical products by training a small team of engineers in Brussels. The team was up and running within three months and was able to cover a 6-hour shift.• Identified software bugs and drove them to resolution. Assisted customers with release management.• Developed a training curriculum and provided instructor-led training for engineers in Mexico City.• Led a small team that designed, developed, and maintained a new Optical lab critical for customer re-creates and better equipped as a learning environment. Show less

• Participated in the planning and execution of major communication center moves and expansions• Test and turn-up of POTS, T-Carrier, Optical Carrier Transmission Systems, Stratacom ATM and Frame Relay switches.• Extensive experience with Wiresark packet captures, T-berd Test Sets, and HP / Agilent Protocol analyzers.• Installed, repaired, configured, and maintained network hardware.