Nov 2022 – Mar 2026 · 3 yrs 4 mos

• In my previous role, I directed the strategy and planning for Cisco’s Global Data Center Technical Support Services. The focus was on aligning operational delivery with business priorities while championing AI-driven automation initiatives that achieved 15% full automation of support cases. The role centered on translating emerging technologies into actionable strategies that strengthened the organization’s competitive edge in technical support, while also overseeing resource planning and capacity optimization.
• Achievements: Spearheaded cross-functional innovation programs that enabled sustainable operational resilience and strengthened global service delivery. These initiatives helped reduce operational costs while improving overall service reliability and sustaining a customer satisfaction score of over 90%.

Jun 2019 – Nov 2022 · 3 yrs 5 mos

• As the Leader of Customer Delivery, I managed global incident management for Firewall and
• Cloud Content Security portfolios. I designed and implemented the New Hire Onboarding Bot, which saved
• over 30 man-hours per engineer and accelerated team readiness. My role involved driving strategic cross-
• functional initiatives that contributed to a 25% revenue growth through premium support upsells.
• Achievements: I successfully maintained a customer satisfaction score of over 90% while mentoring teams to
• foster a culture of operational excellence. My data-driven insights helped preempt operational challenges,
• ensuring seamless service delivery across multiple geographies.

Jul 2018 – Jun 2019 · 11 mos

• Jun 2019
• Description: In this role, I managed high-priority escalations, improving first-contact resolution rates by 30%
• and elevating customer satisfaction by 12%. I led mentorship programs that accelerated the technical
• proficiency of new engineers and authored knowledge base content that decreased troubleshooting time by
• 35%.
• Achievements: My efforts in enhancing automation workflows improved case resolution efficiency,
• contributing to a more productive and effective technical support team.

Dec 2016 – Jul 2018 · 1 yr 7 mos · Delhi

• Led the Data Center deployment project, incorporating cutting-edge WAN and Network Security solutions; achieved a 30% reduction in downtime and improved overall data transmission efficiency by 20%.

Dec 2015 – Dec 2016 · 1 yr · Gurgaon, India

• Troubleshot the Juniper Netscreen firewall as an SME for Unilever, attaining the Customer Satisfaction score of 90%.

Jun 2015 – Nov 2015 · 5 mos

• Managed the comprehensive functionality of Netscreen firewall systems for a global customers, maintaining an average Customer Satisfaction score of 85%.

Sep 2014 – May 2015 · 8 mos

• Executed comprehensive Level 2 support for global clientele in Data and Network Security, improving customer satisfaction scores by 25% and resolving 90% of issues on first contact.

Nov 2013 – Sep 2014 · 10 mos

• Specialized in Pre-sales and Security Solutions for SMBs.
• Developed and led intensive CCNA and CCNP training workshops, equipping over 150 individuals with the knowledge and skills needed to achieve a 92% certification pass rate.

Jul 2012 – Oct 2013 · 1 yr 3 mos

• Orchestrated detailed post-implementation evaluations, swiftly addressing and correcting 90% of reported issues, leading to a 25% improvement in user experience and a 30% reduction in technical support calls.

Jan 2010 – Jun 2012 · 2 yrs 5 mos · Bengaluru, India · Remote

• Facilitated in-depth training sessions for 50+ engineers, resulting in a 90% success rate for CCNA and CCNP certification exams within 6 months.
• Implemented Security Solutions for small businesses.