• Manage day to day operations and service delivery for a global team of 40+ engineers completing more than 700 changes and 4000 client requests per quarter. • Team providing network client support and NOC monitoring to Cisco internal employees at all campus, branch, data center, extranet, and remote locations including support for more than 6000 network devices. • Manage delivery of these services to our client Cisco Systems ensuring all SLAs and SLTs meet or exceed defined targets. • Respond to and address escalations from our client and user community. • Generate reports to track and evaluate performance and delivery of service. • Create and update process/procedure documents for the team. • Oversee Change Management activities (700+ per quarter) to ensure no network impact or delays in client delivery. • Greater than 99% success rate implementing changes with no follow along outages or network impacts. • Create and present monthly/quarterly business reviews for senior leadership to evaluate service performance and trends. • Mentor and evaluate engineer and leadership performance to ensure continued individual and service improvement. • Meet with stakeholders from Cisco's internal premise, lab, core, VPN, and data center teams to evaluate and identify areas of service improvement and expansion.

• Oversee day to day operations for managed service within Cisco with limited supervision. • Review and follow-up on employee performance and service data using business objects.• Drive the adherence and use of standard changes, manage standard templates, and comply with audits and Cisco checklists. • Assist, contribute and provide final sign-off for technical documentation.• Interface with Cisco service management, global leadership staff and multiple technical operational groups within Cisco on various initiatives.• Perform Global Operations Manager responsibilities as required.

• Provide technical training for new network Engineers and guidance for existing Engineers. Review design documents and assist with outlining, planning, and communicating new scope of work. • Peer review and sign-off on change management requests, while ensuring accurate technical details and SLA adherence. • Primary escalation review and client response for urgent and high priority cases.• Create and update technical process documentation on a consistent basis.

• Carry out client support, while performing complex network configuration and troubleshooting in the areas of LAN/WAN, Extranet, DC, Corporate Firewall, ISP, Cisco Cloud Interconnect, CVO/MVO, AnyConnect, Carrier Maintenance, DMZ and IPv6.• Perform network changes through Cisco change management process using Remedy and ServiceNow. • Support, manage and troubleshoot Cisco Wireless LAN using WLC and Prime NCS and perform subnet scope expansions and Access Point replacements. • Unix/Linux scripting (shell, Perl, PHP) in use for ACL (access-list) configurations. • TCP/IP stack and EIGRP/BGP routing protocol experience within lab environments. • Security (ACLs, VPNs) and object group experience relating to corporate ISP gateways and DMZ/Data Center environments on Cisco Switches, Routers and Nexus Devices. • Receive assignments in the form of general objectives and accomplish tasks within defined principles and guidelines with minimal supervision. A consistent leader in both case resolution using Remedy and client feedback scores. • Manage both Cisco IOS and NX-OS configuration on Cisco switches and firewalls as well as hardware replacement involving Modules, Supervisor Engines and Fiber/GBIC.

• Provide 3rd level support for hardware, software and network issues for Back Office/Point of Sale systems, VPN’s, Cisco PIX/ASA, Switches and Sonicwall devices, while providing internal and external equipment maintenance for server and backup administration. • Travel across the country performing installations for back-office PC setups, router/ISP installations, cable, and POS implementation, while training Managers and employees. • Performed bug and new feature testing, while uploading findings using Celoxis project management and Rally for team planning. • Use knowledge of command line interface from batch files, Scripts and XML to QA, document, test and provide documentation of various software releases and procedural changes. • Work directly with software developers, management and 3rd party vendors as required.• Perform remote DSL, T1, and Satellite installs, while troubleshooting and verifying several different protocols. Adhered to PCI compliance for software and hardware rollouts.

• Work directly with Help Desk Manager on help desk functions related to point of sale, software, hardware, and other functions as required. • Work on payroll, labor, credit card and inventory issues while ensuring corporate store details are collected daily. • Maintain and contribute to operational and technical documentation as required. • Windows Server administration. Support and manipulate back-office databases using SQL and system table.

• Maintain excellent customer service while helping Managers resolve technical issues ranging from TCP/IP support, malware, accounting, labor, inventory, and internet/user policies. • Stage, install, network, and configure new hardware and software as required, for both POS and personal workstations using hands on and remote access. Staging process involving adding/editing users and permissions using Active Directory with Windows• Install, upgrade/restore computer images and replace Dell and IBM computer hardware. Provided network connectivity support.

• Handle a wide variety of calls ranging from mechanical issues to LAN issues and configuring Kodak digital equipment in a Windows environment. • Diagnose and troubleshoot photofinishing equipment in a high–volume call center.• Average 50+ inbound calls per day using PDSC data entry ticketing system while maintaining one of the highest resolution rates. • Hands on experience in supporting and maintaining the latest technologies in photo mechanics, networking and software. • Train new hires along with triage duties to resolve issues and prevent the need for onsite technicians, resulting in cost savings