Accountable for global vendor management and operational performance within the AMER theater for the Global Licensing Operations (GLO) team and Back Office Operations.• Theater operations manager for the AMER region responsible for driving vendor compliance to SLA's and other customer-facing success metrics by improving the monthly Customer Satisfaction scores from 3.70 to over 4.60.• Global lead for GLO tasked with representing all aspects of the Licensing support offering to our partners in the Business Unit, Manufacturing, Customer Advocacy, and Sales areas.• Transformed the Licensing operation by expanding support services within GLO, enhancing the online experience for our partners and end customers, and driving the self-service adoption rate to reduce Cisco costs.• Improved GLO support by enhancing tool usage, increasing awareness of customer sentiment, building Cisco culture into the vendor DNA, and evolving the operation into a proactive service offering.

Provided on-site leadership and liaison support at the partner location to drive operational excellence and Cisco initiatives.• Drove customer satisfaction by increasing overall Transactional Survey scores and providing consistent results of 4.45 where previous scores fluctuated between 4.00-4.13. Over a 12-month period, ranked 1st or 2nd globally out of the 11 Cisco Technical Assistance Center (TAC) centers.• Translated TAC strategy for customer support and produced measurable results for the evolving Brussels group to the TAC 2.0 model. Implemented and mirrored this configuration in Budapest for seamless alignment., reducing total escalations.• Promoted Cisco culture through coaching and mentoring the vendor management team and engineers through daily, weekly and bi-weekly meetings on multiple topics resulting in improved performance.• Reduced attrition by identifying factors that impacted turnover. Assisted the Getronics management team with recommendations to their business operations model leading to a reduction in annual attrition from 95% to 20%.• Created and established a career path for the engineers that included Cisco certifications and potential employment at Cisco for the Getronics team.• Collaborated with the on-site HR organization to create an engineer profile that assisted in recruiting more qualified candidates.• Partnered with Getronics by presenting the CSE job description to provide a better understanding the engineers’ accountabilities. Assisted them in reviewing spelling, grammar, and punctuation accuracy in English prior to posting employment advertisements.

Accountable for the professional growth and support of engineers in the Edge, Voice, and Security technologies. Provided the resources, tools, and equipment to support Cisco’s customers.• Provided tactical and strategic leadership in both the engineering and management teams.• Provided liaison field support for the North Carolina and South Carolina regions through onsite customer presentations, customer briefings, and TAC escalation assistance.• Improved and enhanced technologies through collaboration with SDE, Business Units, SME, and Technology Owners.

Oversight for 2nd level support to Managed Service's customers addressing any issues they had concerning traffic traversing the WAN.• Provided training and leadership to 1st level engineers.• Trouble-shot all virtual, logical, or physical layer escalations from 1st level engineers.• Maintained the router configurations for approximately 1,300 Cisco, Bay Network, and 3Com routers using Frame Relay and SMDS by utilizing backup scripts, password encryption, and TACACS configurations.• Configured various routing protocols such as: BGP, RIP, OSPF, EIGRP, and IGRP, on many different platforms to meet both MCI and customer requirements.

Responsible for the subscriber connectivity to the Air Base network of approximately 8000 nodes of the Air Base network connectivity to the Internet.• Configured Cisco AGS+ routers for Ethernet over FO connectivity to 115 subscriber facilities, and FDDI connections between routers to form two backbone rings, routing IP, IPX and DECnet protocols.• Assembled, managed, and configured additional equipment required for connectivity, including Cabletron and Chipcom hubs, repeaters, FO transceivers, and T1 drivers.• Managed the Domain Name Server for the "ramstein.af.mil" domain and the enterprise class B network, ensuring proper configuration for over 30 multi-user systems.• Established, documented, and updated procedures for performing any modifications required for the above listed duties.