• Provided technical support for Cisco Application Centric Infrastructure products to customers, partners, account teams, and other internal technical support teams.• Handled a wide variety of technical support problems from simple application/configuration fixes to extremely complex troubleshooting in a ticket-based environment.• Utilized moderate to complex lab setups to recreate and solve problems.• Submited complete and correct defect reports with collaboration and supervision.• Worked with minimal supervision and exercise judgment within defined procedures to determine appropriate action.• Collaborated with other engineers across technology boundaries to help drive quicker resolution where multiple technologies may be involved.• Maintained and created documentation, trainings, and technical presentations for customers.• Advised customers on proper software upgrade/downgrade paths and existing caveats.• Served on a volunteer task force to assist with high volume of Webex assistance cases for a wide customer base.

[+] Utilized TeamDynamix to respond to content addition, deletion, and modification trouble tickets[+] Worked with backend and analytics teams to create different strategies to increase traffic to new websites[+] Created HTML tags for the department’s internal resource database[+] Assisted with designing and editing website layouts with Acquia

[+] Possessed a competitive spirit and desire to meet and exceed sales goals in a commissioned sales environment [+] Conducted research to remain up to date on the emerging wireless, wired and home solution technology [+] Teamed up with Small Business Group to obtain and retain enterprise relationships, develop custom pricing in relation to the needs of the business, and create revenue forecasting models