Nagaraja T.

Experience

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  Wichita State University

  Jan 2001 - Dec 2010

  • Manage a team of over 70 part-time engineers as part of Cisco Technical Assistance Center handling customercalls related to IOS Architecture, Security, and Switching technology.• Responsible for managing day-to-day operations including team building, training, escalations, andperformance evaluation.• Coordinate with other Cisco support teams worldwide for effective support delivery for customers• Aided in preparing research grant proposals for funded research• Participate and lead student teams in several research projects in the areas of Voice over IP, Ad- Hoc WirelessNetworks, and Internet enabled Automobiles.• Published several peer reviewed articles in reputed conference proceedings (Vehicular TechnologyConference, Carnahan Security Conference, Digital Avionics System Conference) Show less

  • Graduate Teaching Fellow

    Aug 2006 - Dec 2010

  • Research Associate

    Mar 2006 - Nov 2010

  • Graduate Research And Teaching Assistant

    Jan 2001 - Jul 2006
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  Cisco

  Nov 2010 - now

  • Responsible for worldwide support delivery for Cisco Small Business product portfolio• Define and execute support delivery strategy for Cisco SMB product portfolio• Deliver support through in-house and sourced support teams with high level of customer satisfaction• Manage cost, resource efficiency, and underlying tools and infrastructure• Work with cross-functional teams towards effective support delivery across multiple technologies• Lead automation projects to improve customer experience and optimize support cost Show less

  • Leader, Customer Experience

    Aug 2020 - now

  • Manager, Customer Delivery

    Aug 2017 - Jul 2020

  • Manager, Technical Pre-Sales

    Jul 2015 - Jul 2019

  • Manager, Customer Service

    Nov 2010 - Jul 2015