- I manage Cisco's Engineering Security Escalation Team. Often referred to as the "BU Escalation Team." My team is the highest level of technical support worldwide for our security portfolio. We handle the most complex, critical, and political engagements Cisco has. - My team commonly interacts and presents to our customers' C-Level execs.- My team supports Billion dollar businesses. - My team saved over $40M in escalations for FY22.- All the cases we handle are urgent… Show more - I manage Cisco's Engineering Security Escalation Team. Often referred to as the "BU Escalation Team." My team is the highest level of technical support worldwide for our security portfolio. We handle the most complex, critical, and political engagements Cisco has. - My team commonly interacts and presents to our customers' C-Level execs.- My team supports Billion dollar businesses. - My team saved over $40M in escalations for FY22.- All the cases we handle are urgent, critical, and time-sensitive. - Every case that we worked on requires a multidiscipline and inter-department engagement. We coordinate and lead multiple areas across Cisco to ensure a successful and timely resolution on every escalation we are engaged in. - We leverage our knowledge of the field and deep technical expertise to lead new product and software development. Show less

- I manage Cisco's Engineering Security Escalation Team. Often referred to as the "BU Escalation Team". My team is the highest level of technical support worldwide for our security portfolio. We handle the most complex issues our customers observed and the most critical and political engagement Cisco has. - Our team commonly interacts and present to our customers' C-Level execs.- Our team supports a Billion dollar business. - All the cases we handle are urgent, critical, and… Show more - I manage Cisco's Engineering Security Escalation Team. Often referred to as the "BU Escalation Team". My team is the highest level of technical support worldwide for our security portfolio. We handle the most complex issues our customers observed and the most critical and political engagement Cisco has. - Our team commonly interacts and present to our customers' C-Level execs.- Our team supports a Billion dollar business. - All the cases we handle are urgent, critical, and time-sensitive. - Every case that we worked on requires a multidiscipline and inter-department engagement. We coordinate and lead multiple areas across Cisco to ensure a successful and timely resolution on every Escalation we are engaged in. - We leverage our knowledge of the field and deep technical expertise to lead new product and software development. Show less

The BU Security Escalation Team is the highest technical escalation point worldwide within Cisco. We handle the most critical and/or political cases and drive them towards resolution.

- Team Lead for Cisco HTTS IOS-XR Team(HTTS = High Touch Technical Support. This is the highest level of support Cisco customers can acquire. Only Silver and Gold contracts are eligible to get this service.) - Cisco Live 2017 Technical Solution Clinic Speaker. - Cisco Live 2015 Technical Solution Clinic Speaker. - Presented several topics on Live Webcasts on Cisco Support Community forums. - Participated multiple times in "Ask the Expert" sessions on… Show more - Team Lead for Cisco HTTS IOS-XR Team(HTTS = High Touch Technical Support. This is the highest level of support Cisco customers can acquire. Only Silver and Gold contracts are eligible to get this service.) - Cisco Live 2017 Technical Solution Clinic Speaker. - Cisco Live 2015 Technical Solution Clinic Speaker. - Presented several topics on Live Webcasts on Cisco Support Community forums. - Participated multiple times in "Ask the Expert" sessions on Cisco Support Community forums. - Provided a high level of technical support to major Service Providers and Enterprise customers around the World. - Worked in several projects directly with Cisco Business Unit. - Test and provide feedback on new products before they are release to the public. - Review and provide feedback on documentation before it is posted on CCO. - Senior engineer and escalation point within the XR TAC and HTTS XR team. - Provided continuous mentorship to new team members. - Deep understanding of IOS XR Platforms Architecture. (Examples: 4500, 4900, 6500, 7600, ASR1K, ASR9K, CRS, GSR, NCS 5000, NCS5500, and NCS6K).- Experienced in IOS and IOS XR Process crash decoding and Code Surfing.- Provided training on a regular basis to our customers, partners, and Cisco TAC/AS Teams.- Worked with many Cisco and Industry standard technologies: MP-BGP (Multi-Protocol Border Gateway Protocol), MPLS (Multiprotocol Label Switching), L3VPN (Layer 3 Virtual Private Network), L2VPN (Layer 2 Virtual Private Network), VPLS (Virtual Private Lan Services), OSPF (Open Shortest Path First), ISIS (Intermediate System-to-Intermediate System), EIGRP (Enhanced Interior Gateway Routing Protocol), Multicast, VLANs (Virtual Local Area Networks), STP(Spanning Tree Protocol), HSRP (Hot Standby Routing Protocol), VTP (VLAN Trunking Protocol), Ethernet, BFD (Bidirectional Forwarding Detection), Multicast, QoS, CGN, NAT, EVPN, BNG, Etc. Show less

- Provided High Touch Technical Support to major Service Providers and Enterprise customers in Latin America.- Provided Trilingual Support. (English, Spanish, and Portuguese)- Deep understanding of IOS and IOS XR Platforms Architectures (4500, 4900, 6500, 7600, ASR1K, ASR9K, CRS, GSR)- Experienced in IOS and IOS XR process crash decoding and Code Surfing. - Provided training in a regular basis to our customers, partners, and Cisco TAC/AS Teams.-… Show more - Provided High Touch Technical Support to major Service Providers and Enterprise customers in Latin America.- Provided Trilingual Support. (English, Spanish, and Portuguese)- Deep understanding of IOS and IOS XR Platforms Architectures (4500, 4900, 6500, 7600, ASR1K, ASR9K, CRS, GSR)- Experienced in IOS and IOS XR process crash decoding and Code Surfing. - Provided training in a regular basis to our customers, partners, and Cisco TAC/AS Teams.- Provided continuous mentorship to new team members. - Worked with many Cisco and Industry standard technologies: MP-BGP (Multi-Protocol Border Gateway Protocol), MPLS (Multiprotocol Label Switching), L3VPN (Layer 3 Virtual Private Network), L2VPN (Layer 2 Virtual Private Network), VPLS (Virtual Private Lan Services), OSPF (Open Shortest Path First), EIGRP (Enhanced Interior Gateway Routing Protocol), Multicast, VLANs (Virtual Local Area Networks), STP(Spanning Tree Protocol), HSRP (Hot Standby Routing Protocol), VTP (VLAN Trunking Protocol), Ethernet, BFD (Bidirectional Forwarding Detection), Multicast, QoS, Etc. Show less

- Experience with Service Providers and Enterprise customers in Latin America. - Provided Bilingual Support (English and Spanish)- Deep understanding of IOS and IOS XR Platforms Architectures (4500, 4900, 6500, 7600, ASR1K, ASR9K, CRS, GSR)- Experienced in IOS and IOS XR process crash decoding and Code Surfing. - Worked with many Cisco and Industry standard technologies: MP-BGP (Multi-Protocol Border Gateway Protocol), MPLS (Multiprotocol Label Switching), L3VPN… Show more - Experience with Service Providers and Enterprise customers in Latin America. - Provided Bilingual Support (English and Spanish)- Deep understanding of IOS and IOS XR Platforms Architectures (4500, 4900, 6500, 7600, ASR1K, ASR9K, CRS, GSR)- Experienced in IOS and IOS XR process crash decoding and Code Surfing. - Worked with many Cisco and Industry standard technologies: MP-BGP (Multi-Protocol Border Gateway Protocol), MPLS (Multiprotocol Label Switching), L3VPN (Layer 3 Virtual Private Network), L2VPN (Layer 2 Virtual Private Network), VPLS (Virtual Private Lan Services), OSPF (Open Shortest Path First), EIGRP (Enhanced Interior Gateway Routing Protocol), Multicast, VLANs (Virtual Local Area Networks), STP(Spanning Tree Protocol), HSRP (Hot Standby Routing Protocol), VTP (VLAN Trunking Protocol), Ethernet, BFD (Bidirectional Forwarding Detection), Multicast, QoS, Etc. Show less

- Development and Maintenance of several internal websites, wikis, and services.- Lab recreation of real TAC cases. - Administration of Cisco Latam TAC Laboratory. - Worked with many Cisco and Industry standard technologies: MPLS (Multiprotocol Label Switching), L3VPN (Layer 3 Virtual Private Network), OSPF (Open Shortest Path First), EIGRP (Enhanced Interior Gateway Routing Protocol), Multicast, VLANs (Virtual Local Area Networks), STP(Spanning Tree Protocol), HSRP (Hot… Show more - Development and Maintenance of several internal websites, wikis, and services.- Lab recreation of real TAC cases. - Administration of Cisco Latam TAC Laboratory. - Worked with many Cisco and Industry standard technologies: MPLS (Multiprotocol Label Switching), L3VPN (Layer 3 Virtual Private Network), OSPF (Open Shortest Path First), EIGRP (Enhanced Interior Gateway Routing Protocol), Multicast, VLANs (Virtual Local Area Networks), STP(Spanning Tree Protocol), HSRP (Hot Standby Routing Protocol), VTP (VLAN Trunking Protocol), Ethernet, BFD (Bidirectional Forwarding Detection), Multicast, QoS, Etc.- Development and Testing of the Spanish Cisco Support Community Forums. - Spanish Cisco Support Community Manager.- Follow up of TAC Service Requests. Show less