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Coordinated design enhancement and prioritization for Americas Service Sales with IT. Identified top pain points that led to an increase in customer satisfaction. • Discovered issue affecting all of Cisco’s service contracts that was costing Cisco and its partners millions of dollars a year in man-hours.• Reduced quoting time by 20% thru design of new quoting enhancements• Improved sales by 30% after redesigning course content• Facilitated service contract renewal worth over 500 million dollars, thru identification of method that simplified and consolidated customer’s service contracts.Implemented the training plan of Cisco Service Sales tools, for the Americas Region. Developed or modified all of the course material that was used to train over 5000 1-tier partners, Internal Service Sales teams and Direct Customers. • Conducted over 100 on-site instructor led courses during the first quarter of go-live. This led to the highest adoption rate among all of the regions globally in Cisco.• Scaled the training to meet the needs of a diverse audience, from Fortune 500 companies (AT&T, Verizon, IBM, HP, Sprint) to medium and smaller companies. • Produced training material that was used for on-site, online and self-paced classes. • Interviewed new trainers. Coached the team on soft skills and performed evaluations.

Taught installation and configuration, troubleshooting and DNS/DHCP fundamentals. Updated and Redesigned training course materials as needed.• Influenced the design of virtual appliances, removing the need for traveling with hardware. Reduced the cost of travel and onsite classes as well as improved customer satisfaction.• Contributed to the design and implementation of a DNS/DHCP fundamentals course. This improved customer self-sufficiency in the use of the product within their networks.

Taught the Security Products Group basic and advanced configuration, troubleshooting techniques and customer service soft skills.• Designed and presented the new hire training for technical engineers for SSL/VPN and Netscreen firewall/VPN teams• Oversaw the ongoing training for all teams

Worked on Security and Wireless teams. Assisted customers with everything from the initial configuration, to setting up third party RADIUS/TACACS Authentication, creating access policies for internal resources and troubleshooting issues.