Customer Engineer

MUNIA RAHMAN

San Jose, CA, 408-***-****, *********@*****.***

SUMMARY

Operations Engineer with Customer-facing experience at Cisco: handling

global customers (Facebook, KDDI, NTT, RBC, Wachovia, Ebay, Goldman Sachs,

Morgan Stanley, Citigroup and such) addressing technical

escalations/resolutions, understanding/analyzing customer needs, working

with Engineering to deliver new/modified features, participating in

Executive Briefings providing customer trainings, Early Field Trial and

field support.

Sales Enablement: Providing field and technical support to close customer

deals. Working with SE, Account Manager, Marketing and channel partners to

provide solution and/or work-around for escalated issues. Conducted

Webinars and clearly articulated messages to the account team and

customers.

Technical Deep-dive: Primary escalation engineer for all Security and L2

cases. Adding valuable inputs on functional specification review, test plan

review for various features on K2, K5, K10 platforms

Excellent communication and presentation skills: Communicating to all

levels within the organization to drive multiple projects. Achieved a

rating of 5.0/5.0 for multiple in-class and Webex TAC trainings. Presenting

project/customer status at group-level and all-hands meetings for entire

business unit. Leading monthly presentations to entire Advanced Services

team on key customer/product aspects and managing WIKI for information

sharing

Cross functional Teamwork and Program Management: Working very closely in

person/virtually in various locations with account team/SE/customer,

Advanced Services, TAC, Marketing, Manufacturing, Quality, HW, SW teams

and partners/vendors towards managing multiple Programs/Projects and

resolving Customer Escalated issues. Leading cross functional team,

identifying risk, creating risk mitigation plan and successfully delivering

the new programs in timely manner.

Certifications/Awards/recognition: CCNA certified. Business unit-wide Peer

Recognition Award for performing above and beyond, All Hands Award,

numerous CAP awards, GradNet Win Award. Launched Cisco-wide Cisco

Certification collaboration session resulting an article on Cisco Intranet

Entrepreneurial Experience: Ran a retail business in a shopping mall for 5

years

PROFESSIONAL EXPERIENCE

CISCO, Unified Access Business Unit, San Jose

July 2007 - Present

Software Engineer, Customer Operations

Customer Facing Experience

Customer Escalations: Led multiple high-profile Customer Escalations and

Cisco 3.0 customer issues that required me to work with cross functional

teams, account team and customer on a regular basis and resolve the cases

with high degree of customer satisfaction. The escalations ranged a wide

array of issues -- from major software feature issues to missing features

to hardware component issues.

Acted extremely quick resolving critical escalation case where customer

purchased ~1000 cat4k switches for deploying 3 new data centers. The

software bugs and missing features put a hold on roll out and customer

threatened to return all cat4k switches. Identified the problem and worked

with developer to root cause/fix within the same day. Had several meetings

with Release Ops/SW teams to align all efforts. Had the fix ported to the

SW release and was able to assist customer continue rolling out on time.

Assisted Marketing and Account team in closing deals where customer had

several issues and an enhancement request. Worked with resolving all the

issues and had several meetings with Engineering Team to discuss the

enhancement request. Was able to deliver appropriate solution for the

customer, presented in EBC explaining the effort had been made to resolve

customer request.

Worked on/led numerous customer CAP cases under pressure to identify the

issues, clearly articulating it to multiple cross functional teams, working

closely with them preparing a plan and executing it to deliver resolution

within short time.

Program Management Experience

Maintenance/Feature Release: Worked with Release-Op team managing several

software programs (multiple Maintenance and Feature software releases). Run

Weekly maintenance meeting on progress and weekly status update to IOS-PT

meeting. Identify Operationally impacted must fix defects, missing commits,

generate test scope for customer found defects, prepare Release Notes,

answer to all customer queries come to maintenance release alias and

maintain wiki page for record.

Early Field Trial: Worked with multiple Cisco key customers, bi-weekly

meetings with customers, ship them HW and published phases of EFT images,

work with developers and devtest to resolve issues found during EFT,

present weekly EFT updates to exec on IOS-PT meeting, maintain EFT alias by

answering EFT various queries from customers, maintain EFT wiki page for

information sharing.

Technical Deep Dive and Knowledge Sharing

Deep-dived into multiple software features and provided in-class and

virtual TAC Training

Initiated and Led Monthly cat4k-AS interlock meeting. Provide AS team

monthly Engineering BU update on SW releases, Field Issues and others.

Led monthly status update meeting with Customer, Account team, and

Marketing. Goal is to assist Cisco key customers pro-actively and engage in

long term customer relationship.

Transfer of Information Sessions to Test team, Development team. Brown bag

sessions to BU

Presented to team in weekly Chalk Talk and Project meetings

An integral part of Cisco-wide volunteer GradNet program helping new hires.

Attended Stanford, Berkeley, SJSU Career Fairs. Mentored both junior and

senior new hires within team

Volunteer presentation on CCNA tutorial, Lunch Talk, Coffee Chat within

Early Career Network

Quality and Process Improvements

Collaborated with x-functional teams to drive HW and SW quality

improvements. Provided constant feedback to Test team on test case design,

system test effort based on customer configurations, topology. Created and

maintained customer configuration/topology/best practice design guide page

on wiki for testing team.

Led multiple "Hardening Testing" programs conducted by Testing team based

on particular features /solution that customer had issues with. Based on

customer issues and scenarios, I added more test cases and closed the loop

by including the test cases to regression test bed for future releases.

XYRATEX INC,SanJose.

Summer 2006

Software Intern

Implemented and tested an optical disk drive test device using C, assertion

checkers, ModelSim, ChipScope, and Perl.

Designed, developed and setup a Twiki website for the entire group of laser

calibration team, power supply team, automation team, software development

team, and firmware team comprising of 30 engineers.

Analyzed 200 firmware design files (Verilog) to create multiple data paths

using Visio and documented for reference for the entire team as well as new

team members.

TOON CITY, San Jose, CA, a retail store in a local shopping mall

2002-2007

Manager and Owner

Managed operations, inventory, accounting, 3 employees and customer

relations.

EDUCATION

BS, Computer Engineering, San Jose State University, 2007, GPA: 3.5/4.0

Recipient of 2005 Global Technology Initiative (GTI) scholarship awarded to

the top 21 SJSU Students based on GPA, leadership, experience and

activities

Active member: Tau Beta Pi (Engineering Honor Society, Top 15% rank),

Society of Women Engineers (SWE) and Society for Computer Engineers (SCE)

SKILLS & INTERESTS

Programming Languages: C, C++, Assembly Language, Verilog, SQL, RA,

Perl

Programming Software: Visual Studio, Dev-C++, Xilinx, ModelSim,

Cadence, Oracle Database, SqlDeveloper, Technical Software:

Microsoft Word, Excel, PowerPoint, MS Project, Visio, Webex, Sharepoint,

Wiki, Erwin,

DBDesigner, UML, LogicWorks, AutoCAD, ProE, MATLAB, Minitab, VI,

Emac, GDB

Operating System: Windows, Unix/Solaris, Linux

Certifications: Cisco Certified Network Administrator

(CCNA), BCMSN

Interests: Networking, Web2.0, Social, Mobile,

Media/Collaboration, Cloud Networking, Data

Center

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