Cisco Systems, Inc., Houston, TX | Technical Consulting Engineer III (Feb 2009 – Present)• Deploy replacement hardware for ensuring seamless integration into existing network infrastructures. • Improve system efficiency by monitoring and enabling software updates and downgrades on hardware. • Establish high-quality solutions, while receiving and resolving issues of internal teams and external customers. • Deliver critical guidance on design limitations for enterprise… Show more Cisco Systems, Inc., Houston, TX | Technical Consulting Engineer III (Feb 2009 – Present)• Deploy replacement hardware for ensuring seamless integration into existing network infrastructures. • Improve system efficiency by monitoring and enabling software updates and downgrades on hardware. • Establish high-quality solutions, while receiving and resolving issues of internal teams and external customers. • Deliver critical guidance on design limitations for enterprise environments for performance optimization.• Troubleshoot network issues for top-tier clients through effective configuration of Cisco Switches, Routers, Access Points, and Firewalls. Key Accomplishments• Led, trained, and guided 20 + team members for continuous process and performance improvement.• Provided high-level support to Cisco's Top 100 Clients and accomplished 100% satisfaction with services.• Decreased downtime significantly by identifying and minimizing potential IOS bugs with development engineers.• Reduced disruption at site by restoring LAN and WAN connectivity following hardware replacements.• Performed rapid restoration of network services remotely by cooperating closely with field engineers.• Minimized complex issues across Switching, Routing, Voice, and Security through root cause analysis.• Supported Cisco products, including Telepresence, Routers, Switches (IOS-XE, IOS, NX-OS), Wireless, and Security. Optimized hardware license allocation and renewal tracking.• Achieved 80% improvement in the speed and accuracy of hardware installations and repairs by developing and providing detailed replacement guides for Cisco Field Engineers. Show less

LAN Switching:• Drove technical support related to all major Cisco platforms for customers from small and medium-sized businesses to large global enterprises. Addressed product and network issues of moderate complexity. • Revamped network services remotely for customer sites through strategic action plans.• Resolved network downtime/service interruptions in collaboration with network operation centers.Key Accomplishments• Administered IOS compatibility challenges and… Show more LAN Switching:• Drove technical support related to all major Cisco platforms for customers from small and medium-sized businesses to large global enterprises. Addressed product and network issues of moderate complexity. • Revamped network services remotely for customer sites through strategic action plans.• Resolved network downtime/service interruptions in collaboration with network operation centers.Key Accomplishments• Administered IOS compatibility challenges and addressed module/line card issues and configuration setups.• Reduced escalated cases via proactive identification of recurring issues and staff members training.• Created and defined a streamlined escalation process, cutting down resolution time for critical issues by 50%.• Accomplished and maintained a high customer satisfaction rating (BINGO) average of 4.70+ out of 5.• Planned and ensured strategic prioritization/management of over 30 technical support cases daily. Show less