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Cisco Engineer Resume

Cisco Engineer
Data Center / Project Management
Project-focused information technology professional with 15+ years of experience working with matrix organizations as part of a team of Cisco engineers. Strengths include overseeing the monitoring, troubleshooting and escalation of technical issues in accordance with business services and systems. Technical acumen extends to ensuring the successful installation and troubleshooting of hardware and data cabling for multiple data centers supporting global business communications and call center operations that meet timelines, budget requirements and stakeholder specifications.
Technical Expertise includes:
► Networking: TCP/IP, HTTP, SSL, DNS, load balancing, peering, POTS and VOIP networks. 
► Data Center Infrastructure: rack and cabinet systems, cable trays and managers, raceways, ladder rack, AC/DC power, UPS, Generators, HVAC, Security, Fire Suppression and Alarm.
► Methodical / Creative: develop innovative approaches to achieve technical solutions. 

Company, Town, XX                      Date – Present 
Inbound Call Center Manager  
• Direct inbound call center operations with 400+ agents to support B2B and B2C clients that primarily included banking (merchant credit cards) and telecommunications (fiber optic).
• Led the implementation of a telemarketing and sales program to ensure service excellence.
• Create and implement strategies to consistently meet and exceed service expectations.
• Motivate staff and facilitated ongoing training programs to reduce employee retention rates.
• Define and monitor quality, customer satisfaction, performance metrics and costs.
Company, Town, XX                      Date – Date 
Call Center Supervisor
• Implemented an effective monitoring and coaching program.
• Developed, implemented and administered agent incentive plans to drive performance excellence.
• Sustained a work environment that motivated and rewarded individual efforts.
• Established and achieved service level and quality objectives.
• Negotiated, established and maintained service level agreements (SLA) with all business units.
• Determined response times and quality goals in alignment with requirements and standards.
Company, Town, XX                      Date – Present 
Call Center Supervisor 
• Oversaw the implementation of new businesses, programs and services within a large inbound call center for several major clients throughout the insurance industry.
• Interviewed, hired, managed and developed a staff of 225 call center agents. 
Monitored QA, productivity levels, and turnaround times with a high degree of success.
• Handled leads and plans and efficiently coordinated and prioritized staff work assignments.
• Performed quality assurance audits, maintain databases, and generate tracking reports.
College, Town, XX 
Degree Name, Major, Date
MS Word, Excel and PowerPoint; proprietary call center systems.

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