Robbie Rivera Email & Phone Number

San Diego, Ca, Us

San Jose, Ca, Us

 Support track lead for Cisco IT’s digitization transformation initiative to migrate company’s 120k+ employees to Microsoft O365 Office, SharePoint and OneDriveo Developed the support strategy, model and plans which increased support satisfaction scores by 7% and reduced case volumes by 9% while reducing number of support resources by 40%o Injected innovative support provider strategies that increased 1st contact resolution from 55% to 65% and overall effectiveness of our support agents, reducing the length of disruptions and productivity hits o Facilitated employee self-service and support deflection techniques while maintaining support satisfaction scores (4.7/5.0) with 40% less support resources via digitized support rooms, virtual agent/BOTs and crowdsourcing Oversaw the process of publishing dozens of Cisco Mobile Applications to Apple, Google and Amazon stores. Provided a governance framework for mobile app developers to comply to Cisco Security, Branding and User Experience (UX/UI) standards and best practices Managed the development and maintenance of Cisco Assistant Cards, a collection of web-based widgets that digitizes and enables our employee’s most common everyday workflows. Used daily by about 40k employees to save them minutes to find relevant and contextual information in a central location

San Jose, Ca, Us

 Primary Agile Coach for Cisco IT’s ‘Continuous Delivery/Continuous Integration (CD/CI) transformation initiative which resulted in 25% increase in ‘Speed to Deploy’ of IT Applicationso Developed Cisco IT’s Agile training and coaching strategy, best practices and framework to train thousands of employees internally to adopt the Agile Mindset and skills o Provided Agile/Scrum and Product Owner training sessions to hundreds of employees and coached dozens of teams to transition to Agile (SAFe, Scrum and/or Kanban). Saved on Agile training and consultation costs, at scale while providing Cisco-specific use cases, context and relevancyo Presented Cisco IT’s Agile Transformation Journey at the ‘CA World 2016’ and ‘CA World 2017’ events in Las Vegas

San Jose, Ca, Us

 Scrum Master for development of dozens of internal web-based and Mobile applications. Applications developed ranged from stand-alone employee productivity tools like to request time off to enterprise platforms to manage Cisco’s Customer Escalation processeso Reduced cost of application development and maintenance on average by 50%o Exemplified Servant Leadership and behaviors to enable business outcomes, conducted Agile ceremonies like sprint planning, daily standups, sprint reviews and retrospectiveso Applied proven Software Development Lifecycle principles including Continuous Deliver/Continuous Integration (CD/CI) to ensure quality, security, maintainability, etc.

San Jose, Ca, Us

 Worked on a diverse set of run the business critical and highly complex initiatives requiring co-ordination across a cross-functional group of teams and individualso Increased employee productivity by a few mins per day for 20k+ engineering employees by providing consultation services on design, usage and rollout strategies of 300+ Communities of Interest to digitize business workflows. Resulting in faster and easier to find information and collaborate. o Digitized and automated the Communities of Interest approval workflows. Reduced the approval process by at least 80%, from days to hourso Raised awareness and trained 10k+ software engineers, project and engineering managers on proper use of open source software to protect Cisco from potential loss of Intellectual Property assets and potential litigation due to improper use of open source software (GPL, LGPL, Apache, BSD, etc.)o Facilitated community discussions and approval of 10 innovative change proposals to Cisco’s Defect Management workflows with broad impact to Cisco and our customers. Slashed the time for defects to be assigned to the right team and reduced resolution time and quality of support to our customers o Mobilized Cisco’s response to systematically deal with the effects of Daylight Savings Time (DST) changes globally to our product lines. Applied baseline DST-requirements to 21 Cisco Product portfolios to prevent potential DST incidents o Managed a cross-functional team to prevent a repeat of a high-profile network outage at Duke University due to a protocol incompatibility with RFC 4436 (DNAv4) and Apple devices. Mission was to prevent potential network outages and resulting negative press for Cisco

San Jose, Ca, Us

 Led a global development team of 30 software developers and test engineers responsible for Cisco’s Optical Network Element platforms TL1 Interface and OSMINE Certification with the RBOCso Enabled our business unit to a yearly revenue run rate of $1B and #2 player in the Optical spaceo Oversaw the release of 5 major and 7 minor releases over a 5-yr period on time and on budgeto Performed capital expenditure and prototype projections, budget and resource planning and allocation, release planning and execution, performance reviews and talent assessmento 1st 2 years as a Software Engineer doing embedded C/C++ before getting promoted to a Dev Mgr.

EIS was a Global Manufacturer and seller of Call Center SystemsLed a team of 5 that designed and architected the next generation call center application, Contact Universal Exchange (CUE), which automates telephone calls for Telemarketers

Member of R&D team that developed the Communications Subsystem (COMMS) for the TEIR intranet. COMMS was the network layer for the global intranet for the Thomson member companies

Bachelor Of Science, Computer Science

Masters Certificate, Project Management