Scott Murphy

Experience

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  Nortel

  Jan 1985 - Jan 2002

  Director, Tech Support and Product Development

  Starting as a Tech Support Engineer in 1985, I held a number of positions with Nortel Networks during a 17-year career. The first 11 years at Nortel, I worked with the DMS100 family of products in support, software delivery, and sustaining engineering. I transferred to the AccessNode/Universal Edge product line in 1996 and relocated to Atlanta. When the AccessNode business was sold to Zhone Technologies, I was the leader of the team from Nortel that integrated that business into Zhone.

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  Zhone

  Aug 2001 - Mar 2002

  Director, Access Networks Technology

  Leader of the AccessNode business transition into Zhone, Inc. Managed 70+ employees in Technical Support, Software Development, System Test, and integrated product into the Zhone family of products.

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  Glenayre / Movius Interactive Corporation

  Jan 2002 - Jan 2010

  Vice President, Global Technical Services

  Responsibilities include customer care and technical services (Tier I-III) for all products around the globe. With service centers of excellence in Atlanta, Bangalore, and Johannesburg, we handle issues and escalations for over 300 customers in 100+ countries. In addition, I have responsibility for the Services P&L management, maintenance contract negotiation & renewal, training, vendor management, installation, and new product introduction.

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  Cisco

  Nov 2011 - now

  The Services Value Team (SVT) within Cisco, formed in 2015, is working to streamline and formalize services valuation, attachment, and renewal for existing and new Cisco services proposals. We are inventing new ways to examine the services proposition from a solution perspective to achieve customer's desired outcomes such as a better end user experience, a greater knowledge of the network and its performance, and provide greater insights to opportunities that improve the overall customer experience with Cisco. Show less - Provide customer advocacy within Cisco for a leading U.S. cable service provider in the areas of customer service and service delivery to insure maximum value is achieved for all products and services provided by Cisco. - Identify new service opportunities to positively impact the overall customer experience and interaction with Cisco.- Developed and implemented a services assessment tool and associated processes to identify services gaps and insure customer needs are met. Tool is in use across North and South America to help drive customer value and service delivery. Show less

  • Customer Engagement Manager

    Dec 2016 - now

  • Services Business Development Manager

    Sept 2015 - now

  • Service & Support Manager

    Nov 2011 - Sept 2015