Afrodita - High Touch Operations & Incident Manager at Cisco

Puente Salas, Heredia Province, Costa RicaRemoteen

Led cross-functional teams to resolve high-severity hardware incidents, ensuring minimal business disruption.

Managed incident operations for 20 enterprise clients, delivering timely solutions and maintaining high customer satisfaction.

Contact via CazVid

Published on CazVidOpen to remote

Summary

Afrodita specializes in incident management, hardware troubleshooting, and cross-team collaboration within Cisco environments. With over 17 years of experience, she excels in reducing downtime and enhancing operational efficiency for enterprise clients.

Key Achievements

Provided expert technical support on Cisco hardware, troubleshooting complex issues and reducing downtime.

Skills

Incident Management & EscalationExpert

Proficient in managing severe incidents, coordinating resolution efforts, and minimizing impact on business operations.

Cross-functional Team CoordinationAdvanced

Skilled in collaborating across engineering, support, and customer teams to streamline operations and improve outcomes.

Hardware Troubleshooting & Problem ResolutionAdvanced

Experienced in diagnosing and resolving complex Cisco hardware issues, ensuring system stability and performance.

Customer Success & Stakeholder CommunicationIntermediate

Effective in engaging with clients and stakeholders to communicate technical insights and ensure satisfaction.

Experience

High Touch Operations Manager (HTOM) / Incident Manager

Manpower/Cisco

July 2023 - August 2025

Collaborated across engineering, support, and customer teams to oversee hardware operations for Cisco products., Managed high-severity incidents, ensuring rapid resolution and minimal business disruption., Followed up with customers or engineers on cases ready for closure to reduce backlog., Created weekly and monthly operational reports on open/closed service requests, RMA status, and delivered solutions.

Incident Manager

CRG/Cisco Systems

September 2021 - March 2023

Managed incident operations for 20 enterprise clients, ensuring timely resolution and minimal business impact., Coordinated with technical teams, vendors, and customers to implement solutions efficiently., Prepared post-incident reports and recommended preventive measures., Generated weekly and monthly reports for open/closed service requests, RMAs, and incident trends.

Cisco Hardware HTTS (High Touch Technical Support) Engineer

Sykes

January 2006 - September 2021

Provided high-touch technical support to critical customers., Troubleshot and resolved hardware issues on Cisco devices (routers, switches, servers, etc.)., Analyzed logs, diagnostics, and hardware components to identify failures or defects., Collaborated with engineering teams for deeper investigations and bug fixes., Guided customers through RMA processes for faulty hardware., Contributed to backlog reduction.