David - Project Manager with 10+ years of expertise in tech and support

Alajuela, Alajuela Province, Costa Ricaen

Led the TAC Escalations and Rework Reduction projects at Cisco, involving process creation and AI tool implementation

Managed a team of over 25 engineers at Cisco TAC, developing their professional skills and improving customer service

Published on CazVid

Summary

Versatile professional with extensive experience in leading technical teams, managing complex projects, and providing high-level customer support within the tech industry.

Key Achievements

Resolved technical issues across multiple Cisco platforms, ensuring high-quality customer experiences

Skills

Project ManagementAvanzado

Directed complex projects with process creation, training, and tool integration in technical environments.

Team LeadershipAvanzado

Supervised and empowered technical teams, fostering professional growth and operational efficiency.

Customer ExperienceAvanzado

Provided differentiated support to enhance customer satisfaction across technical platforms.

Network TroubleshootingIntermedio

Handled troubleshooting of network hardware, including routers, switches, and security appliances.

Process Optimization

Experience

Project Manager, GDSO Programs Team

Foundever

November 2020 - November 2024

Leading a Team of subject matter experts to accomplish important deliverables and goals, with high impact on the Cisco business and our internal and external customers., Two main projects I lead were: TAC Escalations Project and Rework Reduction Project, both with a high level of complexity,...

Technical Team Manager, Cisco TAC

Foundever

October 2014 - November 2022

Managing a group of +25 engineers while developing and empowering them to grow professionally and provide differentiated customer experience., Performing several challenging management tasks such analyzing existing issues and challenges in the team to develop and implement projects and leading them...

Cisco Support Engineer, Cisco TAC

Foundever

February 2014 - October 2014

Solving problems in customer’s networks, starting troubleshooting at a Hardware level going through both Layer 2 and 3 of the OSI Model at an entry level., Provided support to different Cisco platforms such as Routers, core and data center Switches, ASAs, UCS Servers, IP phones, telepresence...