Vinod Kumar

Experience

• 

  Tata Elxsi

  Jul 2011 - May 2014

  Engineer
• 

  Cisco

  May 2014 - now

  Supervising the activities of a team that focuses on customer service satisfaction. Customer that we support have a complete cloud-native architecture that is fully virtualised.Manage team of all levels including different geographies.Responsible for workload management among team members including implementing innovative ticket management techniques.Proactively work with cross-functional teams to drive service delivery and product improvements.Represent CMS in Executive briefings.Participates in major cross-functional projects affecting Cisco business, product and service leadership.Identify and work on issues that affect worldwide CMS operations and other services teams Show less Responsible for handling escalations at team level and creating knowledge base articles for customers and partnersResponsible for support service delivery on multiple Unified communication products such as CUCM, CUBE, WebEx, Telepresence and Expressway.Handled complex, high severity, solution-level issues for Cisco's Enterprise customers and partners. Assisting leadership team in hiring and mentoring support engineers for TAC teamsDelivering enhanced training modules and demos such as webinars Part of Aspiring manager program(AMP) Show less

  • Leader, Customer Delivery

    Apr 2021 - now

  • Technical consulting Engineer

    May 2014 - Apr 2021