In this role, I am part of a small but nimble team of Innovators who work to help bring Innovative ideas to life. We work with teams and individuals to solve problems in creative ways, and nurture those Innovations by showing the value through early prototypes, real feedback, and quick iteration.

Worked with peer IT Architects to develop 2 - 3 year strategy and roadmap for the Digital Workplace of the future for Cisco employees particularly in the area of employee self service and support. Led cross-functional teams to deliver transformational initiatives within the Employee Support and IT Support organizations.

In this role I served as the Operations Lead as well as Transformation Lead within the Employee Services Technical Support organization. During this time, I led or participated in several major support transformations which included but are not limited to:1. A global managed service vendor transition which included 250+ managed service vendor headcount2. Introduced and implemented a Digitized Knowledge Management (Knowledge Graph) application as well as a support bot strategy for… Show more In this role I served as the Operations Lead as well as Transformation Lead within the Employee Services Technical Support organization. During this time, I led or participated in several major support transformations which included but are not limited to:1. A global managed service vendor transition which included 250+ managed service vendor headcount2. Introduced and implemented a Digitized Knowledge Management (Knowledge Graph) application as well as a support bot strategy for distributed knowledge management3. Partnered with several cross functional teams to deliver a combined employee support portal which simplified the employee experience4. Worked with our managed service vendor to implement an end point automation solution to fix incidents at the point of failure in real-time. Show less

One of a number of team members that managed the global operation of the Cisco Employee Services Technical Support team. This a group consists of several hundred employees and vendors that support all of the Cisco internal user-base on a Tier 1 and Tier 2 basis for most internal IT services.During this time I was one of 2 people who led our team through a major IT Service Management tool transformation from Remedy to Service Now, which involved defining or re-defining our processes… Show more One of a number of team members that managed the global operation of the Cisco Employee Services Technical Support team. This a group consists of several hundred employees and vendors that support all of the Cisco internal user-base on a Tier 1 and Tier 2 basis for most internal IT services.During this time I was one of 2 people who led our team through a major IT Service Management tool transformation from Remedy to Service Now, which involved defining or re-defining our processes around Incident, Service Request, and Problem Management. This also involved coordinating training, and associated change management activities within the team. Show less

Responsibilities included troubleshooting, escalating and communicating Critical or High Priority IT Incidents within Cisco System's internal IT systems to ensure customers and/or employees would not be impacted or would be minimally impacted by system outages. In addition my responsibilities included coordinating the coverage of a 13 member team of Escalation Team members as well as developing and maintaining processes to reduce the impact of incidents to Cisco business.During this… Show more Responsibilities included troubleshooting, escalating and communicating Critical or High Priority IT Incidents within Cisco System's internal IT systems to ensure customers and/or employees would not be impacted or would be minimally impacted by system outages. In addition my responsibilities included coordinating the coverage of a 13 member team of Escalation Team members as well as developing and maintaining processes to reduce the impact of incidents to Cisco business.During this time my role expanded to oversee Cisco's global internal Tier 1 and Tier 2 support of the IP telephony environment. This includes new hire provisioning, call center build-outs and troubleshooting of various IP voice related issues. Show less

Responsibilities included troubleshooting, escalating and communicating Critical or High Priority IT Incidents within Cisco System's internal IT systems to ensure customers and/or employees would not be impacted or would be minimally impacted by system outages.

Responsibilities included assisting with making hiring and performance related decisions in regards to new job candidates and existing employees. Scheduled coverage for a multi-channel and multi-skilled helpdesk environment. Provided technical advice and training for newly on-boarded and senior employees. Developed operational and analysts performance related reports via Business Objects reporting on Remedy and Cisco UCCE data universes.

Responsibilities included supporting Cisco employees via incoming phone calls, incident queues and direct interaction. This included supporting applications and systems as varied as standard corporate email clients to Clearcase issues on Cisco Enterprise Linux (based on Red Hat).