Webex Support Enablement Team - SaaS Webex TACI am developing detailed and technical internal Webex Architecture and Webex Feature training to support Customer Support Engineers in the Webex TAC. I have overseen creation and live delivery of New Hire Training programs for new Cisco Support Engineers. I have built external facing feature training for Cisco Customers and Partners and I have extensively used the programs Articulate 360 and Qualtrics to build training and receive feedback from learners.

HVS Team Lead - Cloud Collaboration TACTeam Lead for the High Value Services (HVS) TAC Help Desk Team, supporting Cisco Webex.Lead the HVS Team of 10 Engineers supporting Cisco Webex Solution Support and High Value Service Customers, handling team schedule building, case queue monitoring, case backlog reviews and Customer escalation.

Customer Support Engineer - Cloud Collaboration TAC.Troubleshooting existing and newly deployed Webex Teams and Telepresence deployments for Cisco Customers with a focus on the following technologies:Hybrid Call Connect and Hybrid CalendarWebex Teams SSO Login using Microsoft ADFS, Azure and other third party SSO login systems.Webex Teams Directory Synchronization ConfigurationWebex Teams Client Support: Android, iPhone and desktop ClientsTeams registered Endpoints: Webex Room Kits, Webex Boards, and 8800/7800 Series Cisco PhonesVideo Mesh Deployments 3rd Party Interop troubleshooting - End to End Interop between Cisco and multiple 3rd party vendorsCMR-Cloud, CMR-Hybrid deployments with WebEx and TSP AudioCMR Scheduling with Productivity Tools

Customer Support Engineer - Cisco Telepresence TAC.Troubleshooting existing and newly deployed Telepresence Solutions for Cisco Customers:Mobile and Remote Access (Collab-Edge)Collaboration Meeting Room deployments: CMR-Hybrid and CMR-CloudConductor Deployments: Rendezvous, Ad-Hoc and TMS Scheduled Conferencing.TX9000, TX1300 and IX5000 deployments.SX80, MX700, and MX800 deployments with SpeakerTrack.MSE-8000 Chassis deployment.Telepresence Server Configuration - 7010, 8710, 310/320 and vTPSTPS Hybrid Switching deployments.

Experience with installation of Cisco devices, images, supervisors and line cards for the 6500/7600, 7200, 12000, and ASR router families. Experience with Catalyst and Nexus switch families including 3750 switch stacks and N7K installation and upgrade procedures.Responsible for building the network segments within the CALO lab that are requested by Customer Service Engineers for troubleshooting network issues experienced by Cisco Customers.

Responsible for proper maintenance of Cisco Routers and Switches within the Lab.Worked closely with students to help them learn to troubleshoot lab assignments and develop their own troubleshooting techniques. Ensured students understood the requirements of lab assignments and explained any lab discrepancies.

Mechanized Infantry, with deployments in support of Operation Iraqi Freedom in 2004 and 2009.HMMWV (1151) Truck Commander and MRAP Commander on mounted and dismounted patrols through the southern Baghdad Province.Qualified M2A2 ODS Bradley Gunner, and former dismount Platoon RTO.