Engineer Manager

RESUME

Devinder Singh

***** ********** ***,

Fremont, CA

Email: *************@*****.***

Cell: 650-***-****

Resident Status: US Citizen

EDUCATION/ CERTIFICATIONS

. MS (Telecom and Networking)

. PMP/SCPM - Project Management Professional, Stanford Certified Program

Mgmt

. ITIL (Masters) - IT Infrastructure Library

. CCDP/CCNP - Cisco Certified Design / Network Professional

. CISSP - Certified Information Systems Security Professional (Expired

June 2007)

SUMMARY

I am looking for Project/Program management opportunity where I can use my

strong technical and project delivery experience. My professional strengths

include technical management, customer skills, leadership, organizational

and interpersonal skills, working in a cross functional environment and

solid background in networking technologies. I have 18 years of experience

in the IT Industry including 9 years in the role as a functional manager.

SUMMARY

- 18 years of experience with 9+ years in Technical Services and

Delivery managing operations, projects and services engagements.

- Responsible for managing multiple customer facing projects and

ensuring excellence in project delivery but achieving customer

satisfaction while maintaining scope and margins.

- Masters(Telecom) Eng, PMP, CCNP/CCDP, ITIL (Masters), CISSP etc.

- Expert level knowledge in the Service industry with project

management, pre and post-sales account management, professional

services and interfacing with sales and customers.

- Experience dealing with customers in SaaS/On-Prem models in verticals

such as Healthcare, Finance, Manufacturing, Retail etc

- Expert level knowledge in Networking (at CCIE level) and other areas

of technology. Have been a Data Center engineer.

- Held positions in the past with responsibility for $12+ Million

service revenue and over 97%+ customer retention.

- Exceptional business, financial and technological acumen.

WORK EXPERIENCE

04/12 - Present

CISCO SYSTEMS, San Jose, CA

Senior Manager, Advanced Services

Responsibility for managing customer facing projects and engagements

for SoCal region (Southern California, Phoenix and Nevada) leading a

team of Project Managers and Senior Network Consultants reporting

either directly or in a dotted line relationship.

Managed over 46000 hours of project delivery in FY13 with $12M in

revenue with exceptional CSAT satisfaction.

Responsibility for seven large subscription accounts for Network

Consulting Services and 25-30 Transactional projects at any given

time.

Responsible for key metrics such as Account P&L, Revenue management,

CSAT, CFU and Margins for active projects/engagements.

Developing accounts by becoming a trusted advisor for customers,

thereby expanding Advanced services business resulting in additional

revenue and growth.

Partnering with Product and Services Sales Team for delivery of

customized services and growth of services business.Collaborating with

Business Development Managers and Technology Specialist teams for

Delivery Excellence.

Driving various initiatives for organization wide transformations.

01/08 -03/12

CISCO SYSTEMS, San Jose, CA

Manager, Web Security Support and Services - Hosted and Appliance

(North America)

World Wide Council Lead - WSA Product Line

Led a team of 20+ highly skilled Network Support engineers. My team

supported both the SaaS Hosted as well as Appliance Web Security

solution that includes URL filtering, Anti-virus and Web Reputation

filtering. It is a complex product to support that requires strong

network troubleshooting skills apart from web security product

expertise.

Consistently achieved highest CSAT across all products regions and

regions within STBU/CICS.

Hired and built a strong team of 20+ engineers including CCIEs,

Escalation Engineers and Project Managers.

Led the World Wide Council for the WSA product line. The council is

responsible for strategic as well as tactical issues related to the

WSA product business.

Pioneered the Next Generation Support Model with tiered structure for

the WSA product that changed the way we do business by enhancing

efficiency as well as scalability.

Led the Tiger team (CAP program) with representation from multiple

cross-functional groups for over a year to focus on key critical

account issues. Top critical accounts were identified by the executive

team.

Analysis of business problems and propose recommendations to resolve

them after obtaining buy-in from executives and the management team.

Involved in one of the fastest growing the product line of the

business unit from its inception to maturity. The deployment base has

grown from 75 to 10,000+ in past three years.

Managing large customer deployments at a global level. Executive level

interaction and reporting for key customer deployments.

Cross functional engagements with Product Management, Engineering,

Sales and other key functions.

Handling the Product Support role on as needed basis. This includes

giving product supportability suggestions, handling Beta releases,

working with Product Management etc.

Defined and implemented key metrics for Projects as well as Operations

to track their progress.

Managing key projects related to support processes and infrastructure

from planning to implementation that met or exceeded the quality,

cost, time and implementation standards. Some of them are Level-1

Complexity Classification, Priority Call Routing.

08/01- 11/07

St BERNARD SOFTWARE, San Diego, CA

Global Support Manager (Technical Services Support and Delivery,

Solutions and Account Management)

Led Technical Services team of 12 Network Support Engineers. The group

handled the combined role of providing Support, Network Solutions,

Professional Services, Pre-sales escalations and Account Management

for wide range of customers.

(7/02-01/08) Manager, Network Support

Hired and built a team of 13 Network Support Engineers for day-to-day

product and network support/delivery activities. The team supported

over 5000+ strong customer base.

Maintained exceptional customer satisfaction. Customer retention rate

was over 97% that was the best in the industry with accountability for

over $12 Million yearly service renewal revenue.

Responsible for providing Support, Solutions, Delivery, Professional

Services and Account management for customers.

Primary contact for coordinating with other cross functional teams

such as Development, QA, Sales, Marketing, Product Management, Finance

and Human Resources.

Managed key roles such as Product Support Engineers, three Lead

Engineers, Beta Manager, and Knowledge Engineer.

Expertise in crisis management for difficult customer situations.

Defined and implemented policies, operational procedures and best

practices in order to have efficient handling of resources.

Involved in taking service level decisions by taking resources, budget

and finances into account.

24x7 support implementation and rollout for providing round-the-clock

support.

(8/01-10/03) Lead Network Support Engineer

Mentored the team on handling complex network troubleshooting and

integration issues.

Level-3/4 support for product as well as networking escalations. Pre-

sales escalations support for critical customer accounts and large

complex internetworking issues and network integration.

Onsite visit to help integrate our products in a complex networking

environment.

Providing feedback to Development and Product Management.

3/00 - 6/01

COLLABRIA INC, San Mateo, CA

An E-Commerce based company providing software services to the

Printing industry.

Senior Network Engineer

Responsibilities included Design, Implementation, Troubleshooting of

organization's Network Infrastructure, both Production and Corporate,

apart from maintaining them.

33. Implemented highly redundant E-Commerce network typically required

for Internet companies comprising of redundant Routers, Switches,

Firewalls and Load Balancers.

34. VPN implementation for secured access to internal network

resources

1/00 - 3/00 (Contract)

IBM TIVOLI, Research Triangle Park, NC

Senior Network Engineer

Campus LAN administration

This was a large Campus LAN network with over 40 Fast Ethernet and

Token Ring Vlans implemented with wide range of switches such as 1900,

2948, 3900 and 6500 core switches

Migrated their users to a new facility with a new Network

Infrastructure.

Installation, Maintenance and Troubleshooting of Campus LAN network.

10/94 - 12/99

NATIONAL INFORMATICS CENTER, New Delhi, India

NIC is one of the leading Data Communication service providers in the

country providing wide range of Data communication services to its

customers.

Senior Network Engineer

35. Project # 1 Enterprise LAN/WAN: Design and Implementation for

NICNET network across India. Level 3 support for network related

problems.

36. Project #2 ISP connectivity setup: ISP connectivity, planning,

routing design and implementation using BGP with load balancing

across multiple links

37. Project #3 Satellite Communication and VSATs: Lead Hub engineer

at a large Satellite Communication Hub Station with 4000+ nodes

providing VSAT data communication services Experience on TDMA,

FDMA, CDMA and FTDMA and PAMA technologies

References

Available on request

Contact this candidate