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Project Manager with 10+ years of expertise in tech and support
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Competencies
Directed complex projects with process creation, training, and tool integration in technical environments.
Supervised and empowered technical teams, fostering professional growth and operational efficiency.
Provided differentiated support to enhance customer satisfaction across technical platforms.
Handled troubleshooting of network hardware, including routers, switches, and security appliances.
Worked on improving processes within technical and support teams to increase efficiency.
Education
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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
- 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
- Resolved technical issues across multiple Cisco platforms, ensuring high-quality customer experiences
Experience
Project Manager, GDSO Programs Team
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
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
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...