Afrodita - High Touch Operations & Incident Manager at Cisco

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

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

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

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

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.

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.

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.