Oct 2022 – Nov 2023 · 1 yr 1 mo

• ● Establish, facilitate, and drive the strategy, vision and execution of the organization to ensure all teams are aligned to the business priorities and are empowered to make informed decisions to achieve business performance goals.
• ● Partner closely with Senior Leaders to ensure tight alignment across the team and eliminate overlap.
• ● Work as a trusted advisor to all people managers and leaders to provide clear calls to action, support, and resources to execute on our strategy.
• ● Provide effective counsel on complex organizational matters, programs and projects while facilitating effective and efficient decision-making.
• ● May assess metrics to gauge the success of new strategies.
• ● Design, create and collaborate on development of annual and long-range people strategy including workforce planning, training, talent programs, and employee engagement in support of strategic business objectives.

Aug 2020 – Oct 2022 · 2 yrs 2 mos

• Drive Continual Service Improvements across all Customer Experience Center (CXC) functions and Customers by analyzing processes, services and opportunities by working closely with key stakeholders and collaborating at all levels.
• ● Analyze business processes to identify improvement areas and in providing recommendations / corrective actions positively impacting CXSAT
• ● Capture CSI opportunities and prioritize known use cases for implementation. Provide key findings & formal Service & Process recommendations to CX Centers Leadership and key stakeholders to drive improvements and increase CXSAT.
• ● Pre-CAP postmortem ownership. Address local and systemic remediation to maximize business efficiency and positively impact CXSAT.
• ● Help increase the collaboration between Sales, TAC, CX Theaters and CX Centers organizations to deliver best in class results to Customers.
• ● Establish a partnership with business leaders to develop and lead the continuous improvement strategy across multiple business units.
• ● Plan and successfully execute continuous improvement projects to meet goals and support strategic priorities, delivering recommended improvements with supporting business rationale.
• ● Create QA grade-card to audit projects in Professional services with a goal to increase the health score of projects to >90/100

Jul 2016 – Aug 2020 · 4 yrs 1 mo

• Cisco CXC Pune Enterprise Team.
• # Core R&S PDI Engagements
• # Cisco SDA Technology Engagements
• # Quality & Security Champion
• # Internal auditor (ISO9K)
• ● Conduct Customer workshops to gather their current network information and their requirement in-order to plan and design the most optimal, secure, redundant, and cost-efficient large-scale networks.
• ● Perform proof of concepts, plan, design, configure, implement & troubleshoot large scale networks in the Enterprise segment. Ensure optimal performance and provide ongoing support and perform knowledge transfer post migration / implementation of networks.
• ● Collaborate with Partners and 3rd Party vendors in large scale implementations and migrations. Act as a bridge between them and customers.
• ● Create and deliver various “Customer Deliverables” – technical documents
• o CRD, SRD, HLD, LLD, SDD, NIP, MOP, NMP, NRFU, RCA, Runbooks
• ● Perform in-depth root cause analysis and conduct readout sessions to Customers & Leadership team.
• ● Support the PM planning and executing projects, involved in entire life cycle from pre-sales till project closure. Document risks, actions, MoM and lessons learned.
• ● Conduct internal basic trainings and advanced bootcamp sessions in SDA technology

Nov 2011 – Jul 2016 · 4 yrs 8 mos

• Re-located to Pune, Maharashtra, India.
• Moved from the Cisco Advanced Services NOS (Currently BCS) team to the Cisco Advanced Services Enterprise Team catering to the Tier 1 & Tier 2 Enterprise Customers.
• # PDI (Plan, Design & Implement) engagements
• # Migration engagements

Jan 2011 – Nov 2011 · 10 mos

• Worked in the NOS Team of Cisco Advanced Services catering to the Day 2 Subscription Support projects for various Tier 1 Enterprise Customers.
• Worked in the AT&T SHELL Project:
• # A collaboration project where we partnered with AT&T.
• # Re-designed SHELL's legacy network to cater to latest Cisco Validated solution.
• # Worked on the re-design - Design Consultation, Design Document creation, Implementation Plan creation.
• # A part of the core team that performed the Implementation of these next-gen networks for various SHELL sites across the globe.
• # On-site at The Hague for ~2 Months, worked in the AT&T Office for large site re-design.

Nov 2008 – Jan 2011 · 2 yrs 2 mos

• ● Troubleshoot & resolve the incidents and problem tickets within SLA/SLO.
• ● Provide phone/email consultation to independently debug complex network problems.
• ● Provide systems/product training to peers within the team.
• ● Take ownership and accountability expectations in managing cases and customer situations.
• ● Serve as first point of escalation on all priority incidents and changes.
• ● Create, review, and authorize MOP (Methods of Procedures) documents for critical changes.
• ● Ownership of root cause analysis process and ensure remediation of major issues.
• ● Recreate Customer Issues for Technical Troubleshooting in the Operate Lab.