Nov 2022 – Present · 3 yrs 7 mos

• Lead and manage customer-facing IT infrastructure projects, ensuring successful and timely delivery aligned with business objectives. Coordinate cross-functional teams across engineering, product, and operations, applying PMP and Agile methodologies to drive high-quality results.
• Define and manage project scopes, timelines, resource plans, and risk mitigation strategies to deliver projects efficiently and on schedule.
• Facilitate clear and consistent communication with stakeholders, providing regular updates and executive-level reporting.
• Implement Agile and PMP principles to optimize project execution, enhance team collaboration, and ensure client satisfaction.
• Proactively identify and address risks, ensuring alignment with business priorities and customer expectations.

Mar 2021 – Nov 2022 · 1 yr 8 mos

• Provided advanced technical support for Cisco Stealthwatch solutions, specializing in network security, telemetry monitoring, and threat detection. Worked directly with customers to resolve technical issues and drive product improvements.
• Delivered troubleshooting and technical guidance for Stealthwatch software and hardware, ensuring rapid issue resolution.
• Collaborated with internal engineering teams to solve complex network security challenges and improve product quality.
• Reproduced customer issues on-site to detect defects and enhance the product's reliability.
• Contributed to the development of a knowledge base, improving troubleshooting processes and customer support efficiency.
• Participated in cross-technology collaborations to optimize solutions and drive continuous product improvements.

Sep 2019 – Mar 2021 · 1 yr 6 mos

• Provided expert technical support for AAA (Authentication, Authorization, and Accounting) solutions, collaborating with customers to solve complex issues related to Cisco’s security software and hardware portfolio.
• Worked with customers via collaboration tools to resolve complex technical issues related to AAA and network security technologies.
• Engaged in cross-technology collaborations to address challenges in heterogeneous network environments.
• Collaborated with engineering teams to identify and submit software defects, contributing to product improvements.
• Recreated and diagnosed customer technical issues in Cisco’s state-of-the-art internal lab to identify root causes and optimize solutions.
• Contributed to the creation and refinement of knowledge base articles and troubleshooting guides, improving support efficiency and customer experience.