Aug 2024 – Feb 2025 · 6 mos

• PM for an AI dev team. Short term due to the terms of the project.

Sep 2023 – Aug 2024 · 11 mos

• Supported consulting work for critical infrastructure customers, focusing on secure and resilient network outcomes
• Assisted with drafting and reviewing network designs aligned to customer requirements and constraints
• Helped build and present proof of concept work to validate approaches before implementation
• Supported implementation activity by validating configurations and assisting with troubleshooting during delivery
• Contributed to risk and security minded discussions, including vulnerability awareness and mitigations
• Worked with senior consultants on stakeholder communication, documentation, and compliance considerations

Jun 2023 – Sep 2023 · 3 mos

• First point of contact for technical support cases across Unified Communications and cloud collaboration services
• Diagnosed issues, collected logs and evidence, and escalated complex cases to specialist teams when needed
• Managed incident workflows including service impacting outages and customer updates
• Collaborated with Engineering and Sales teams by sharing customer feedback and technical findings
• Documented fixes and repeat issues for internal knowledge base use
• Participated in an on call rotation as part of a global support team

Feb 2023 – Present · 3 yrs 4 mos

• Supported enterprise customers with troubleshooting across routing, switching, and security fundamentals
• Worked under senior engineer mentorship to diagnose issues, gather evidence, and drive cases toward resolution
• Collaborated directly with customers to understand requirements, reproduce problems, and confirm fixes
• Partnered with internal teams across Cisco to escalate issues and share customer impact and feedback
• Contributed to internal documentation by writing up common issues, fixes, and repeatable troubleshooting steps
• Balanced customer needs with Cisco support processes and escalation paths
• Expanded Responsibilities (2025–Present, CX UKI Delivery Team):
• Migrated backend data layer to MySQL and refactored supporting logic
• Validated and demonstrated API functionality to support operational updates
• Prepared technical demo materials for internal engineering review and stakeholder sessions
• Working directly under CX Delivery leadership on automation and internal tooling initiatives

Apr 2022 – Feb 2023 · 10 mos

• Supported customers using Cisco SASE and SD-WAN, focusing on connectivity, security, and performance issues
• Troubleshot complex network problems and worked cases through to resolution with clear customer communication
• Worked cross functionally with internal teams to improve supportability and customer outcomes
• Built small Python automations to reduce repetitive tasks and speed up common workflows
• Supported customer relationships by clarifying requirements and confirming success criteria after fixes

Jan 2022 – Apr 2022 · 3 mos

• Supported deployment and troubleshooting of Webex collaboration services for business customers
• Diagnosed service and client issues, gathered logs, and guided customers through remediation steps
• Used Python to automate small tasks and improve internal efficiency where possible
• Worked with customers to understand collaboration requirements and optimise their setup

Nov 2021 – Present · 4 yrs 7 mos

• Four year Cisco Degree Apprenticeship combining rotations across technical teams with university study. Built experience in customer support, consulting delivery, and automation while progressing toward a BSc in Software Development.