Hey There

In my capacity at Cisco, my contributions have been multifaceted, embodying the essence of innovation, strategic execution, and technical excellence across various domains, particularly within the Webex Calling (SaaS offering) framework and the Cisco Unified Communications Manager (CUCM) Technical Assistance Center (TAC). Here’s an overview of my endeavours and achievements:

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• Team Leadership, Talent Acquisition, and Customer Advocacy: As a team lead, I have overseen and mentored a diverse team of engineers, ensuring alignment with organizational goals, fostering a collaborative work environment, and driving performance excellence. In my role as an interviewer, I have been pivotal in identifying and recruiting top talent, contributing significantly to the team's growth and success. My commitment as a customer advocate involves proactively addressing customer needs and concerns, ensuring their voices are heard, and continuously enhancing their experiences through targeted solutions and improvements.

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• Webex Calling (SaaS Offering): Innovation and Automation: I led the initiative for BroadCloud, recognized as a global market leader for its cloud-based VoIP platform, to innovate and automate processes. My contributions include pioneering the automation of log collection and analysis, which was awarded in the Cisco Hackathon Program. This not only streamlined engineer and customer workflows but also fostered a proactive problem-solving culture.

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• Learning and Development Integration: I conceptualized and championed the integration of learning portals within the Webex App, enhancing the value proposition for Cisco customers and partners. This initiative is a testament to my commitment to continuous learning and leveraging technology to elevate user experience and competency.

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• Strategic Leadership: My role extended to leading the Excelerate program, aimed at propelling technical roles to new heights through a gamified approach that emphasizes customer experience impact, innovation, delivery excellence, business alignment, and talent development.

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• Educational Initiatives: I have been instrumental in delivering and designing training programs focused on the Webex collaboration portfolio and automation tools, further cementing my role as a thought leader and mentor within the team.

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• Operational Excellence: My strategic foresight and problem-solving acumen facilitated the migration of SaaS offerings to the Cisco Webex Cloud, significantly expanding our service capabilities across major cloud providers (AWS, GCP, Azure) and enhancing service delivery efficiency.

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• Technical Architect: I spearheaded the transition and deployment of a global hybrid network, optimizing connectivity across multiple cloud and data center environments. This initiative underscored my technical proficiency and strategic vision in designing and managing complex cloud environments.

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• Technical Support Leadership: Within the Cisco Call Manager TAC team, I excelled in managing critical cases, delivering exceptional technical support, and providing strategic migration and implementation services for our collaboration customers. My role encompassed detailed analysis and advisement on design and implementation, ensuring optimal network performance and maximizing customer satisfaction.

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• Critical Account Program Management: My expertise also extends to managing Critical Account Programs (CAP), where I collaborated with senior executives of major firms to address and resolve high-impact issues. This role required a profound technical understanding of Cisco's products, coupled with strategic communication and management skills, to effectively mitigate revenue losses and uphold Cisco's reputation for excellence.

 

My tenure at Cisco has been characterized by a relentless pursuit of excellence, strategic innovation, and a deep commitment to enhancing customer and partner experiences through technical leadership and visionary solution architecture.