Manager Customer

Resume'

JOHN A. RUSSO

***** ******** ***** ******

Louisville, KY 40245

***/***-****

EDUCATION:

Undergraduate: University of Louisville, BS Business / Computer

Science with Honors, Louisville, KY May 1981.

Graduate Work: Massachusetts Institute of Technology (MIT), Computer

Science, Cambridge, MA

PROFESSIONAL SUMMARY:

Performance-driven leader with a 30 year track record energizing teams

to drive results for customer-centric operations, projects and

programs. Strong business acumen and problem solving based on diverse

background of software and hardware development, services marketing,

operations, customer support, and professional services.

EXPERIENCE:

March 2000 Cisco Systems

To Louisville, Kentucky

Present

2007-Present Senior Manager, Cloud and Virtualization Group

Effectively and efficiently directed the global customer support and

escalation team for the Cisco Prime Suite of Network Management (NMTG)

Products. Primary responsibilities involved teaming with Cisco

account teams, Cisco development teams, and customers to effectively

develop and deliver solutions to customer escalations, and to lead the

overall Cisco NMTG management responsibility for customer satisfaction

for the Cisco NMTG Fortune 100 customer base. Also created the

vision, and engineered the development and delivery of, the next-

generation solutions for Cisco Tier One customers. The leadership

scope involved directing 5 departments (40 people). Responsible for

planning, engineering, test, delivery, deployment, customer

satisfaction, reporting, hiring, and budgets.

. Actively drove the teams to exceed the annual quality goals resulting in

highest customer satisfaction survey scores in the technology group.

. Successfully partnered with sales/account teams on customer visits and

landed many multimillion dollar deals.

. Increased engineer/customer interaction resulting in fewer

misinterpretations between requirements and delivered features and a

greater sense of ownership for the teams.

. Worked with the teams on a regular basis to ensure that the best tools

and methodologies are being used.

. Implemented greater use of collaboration tools, which enabled more

effective remote work, teamwork, and reduced travel costs.

. Continually adapted teams to rapidly changing marketplace and drive the

prioritization between customer requests and business needs.

. Collaborated with key business and technical stakeholders in other

Technology groups resulting in numerous successful end-to-end solutions for

customers.

. Successfully managed geographically distributed teams with less than 2%

attrition for the last 5 years.

2004-2007 Senior Manager, Advanced Services, Optical Practice

Lead and manage 6 NCE's and SPM resources for optical services

portfolio. Responsible for the delivery of the Cisco standard

Services Suite for CA Services (PPDIOO methodology) in Optical

Products. Manage portfolio of Advanced Services and Technical Support

Services programs, including profitability, overall direction,

discounting schedules and working with sales, Business Units, finance,

and Deals Desk for contract negotiations and general program

direction. Leadership work resulted in significant changes that led

to a substantial improvement in the overall profitability of the suite

of services.

2000-2004 Manager, Cisco Marketing Programs

Lead and manage Total Implementation Solutions (TIS) Department in

Cisco Services Marketing. TIS are a comprehensive portfolio of

installation and implementation services offered by Cisco Primed

Partners. Directed a staff of Service Marketing Program Managers

responsible for the TIS portfolio, its development, branding,

promotion, marketing, maintenance and pricing. TIS services are

delivered by Cisco Professional Services, or via Cisco Ecosystem

partners and sold via direct and channel models. Responsible for

development of services, including margins, penetration and Customer

Satisfaction metrics. Increased the book of business from $7.9M in

1999 to $46.0M in 2002 while increasing the Gross Margins from under

30% to >60% in a depressed economy.

August 1994 MCI Communications

to Louisville, KY

March 2000 Senior Technical Consultant

Senior Technical Consultant in MCI National Accounts for Providian

Corporation, Brown & Williamson Tobacco, and Eastman Kodak Corporation.

Duties include leading a team in the analysis and design of technical

solutions utilizing MCI Products and Services. Client Server, Internet,

Frame Relay, complex 800 and IVR Products were implemented as well as video

conferencing.

June 1993 County of San Mateo

to Redwood City, CA

April 1994 Senior Manager of Communications

Led and managed county communications services and support. Manage

Local Area Networks, Voice Communications, Data Communications (Wide

Area Network), and Radio/Microwave Communications Units. Provide

staffing, strategic direction, budgeting, planning and day-to-day

operations of the County's communications Systems. Directed staff of

approximately 40 senior to mid-level specialists, four (4)

supervisors, and a variable number of contractors.

June 1992 Independent Consultant

to San Francisco, CA

June 1993

Consulted to, and designed SNA and TCP/IP network solutions for

commercial clients. Developed and engineered Frame Relay, TCP/IP, SNA

and other network configurations for major international

communications vendor, petroleum manufacturer, apparel company, retail

products manufacturer and a value added reseller.

April 1988 Fireman's Fund Insurance Company

to San Rafael, CA

May 1992 Manager, Network Engineering

Managed corporate data network. Provided principal design for 100+

site state-of-the-art ring, topology network. Extensive use of

modeling tools during design phases. Utilized one of the first co-

locations in MCI Premises for nodal centers. By-Pass via microwave is

used for local loop access. Employed satellite for back-up of CTC

Links. Managed entire project through design, selection and

implementation phases of project. First level management for design

and implementation of all FFIC WAN and LAN strategies, designs and

architecture decisions. Technology evaluations and decisions were made

in my group. Responsible for a data communications budget of over $8

million not including staff and administrative expenses.

March 1987 Safeway Stores, Inc

to Oakland, California

April 1988 Lead Telecommunications Analyst

Lead Analyst in the Data Communications Department, responsible for

strategies, direction and technology of Safeway's Data Communications

Department. Functions include network analysis and design of a large

multi-domain SNA Network and a multi-node Tandem Network. Performed

network modeling for response time and utilization analysis for link

capacity reporting. Primary analyst in relocation of regional

computer center from Oakland to Salt Lake, including all phases of

planning, and management of telecommunications resources. Performed

complex analysis of satellite vs. Terrestrial throughput for future

communications alternatives.

Dec. 1985 Wang Laboratories

to San Francisco, California

March 1987 Principle Systems Consultant

Member of the Northern California District Staff. Responsible for

supporting the area from Bakersfield to Reno to the Oregon Border in

Telecommunications, Networking, Voice and Data Integration, Local Area

Networks and PDN's. The District Staff distributes information and

strategies to the Branch Analysts, as well as help resolve escalated

technical problems. District Staff is responsible for delivering field

training to the branches and planning, and analysis of complex LAN's,

CPU's, Networks, and PBX's.

Sept. 1984 Bank of America

to San Francisco, California

Dec. 1985 Senior Telecommunications Consultant

Senior Telecommunications Project Manager. Work with middle and upper

management to define and implement telecommunications requirements. Design

and oversee implementation of very large and complex data communications

projects. Work closely with Field Technical Support and Network Change

Management groups within the Bank and outside vendors including Pacific

Bell, AT&T Information Systems, AT&T Communications, Tymnet, American

Satellite and various hardware vendors.

May 1981 American Telephone and Telegraph Company

to San Francisco, California

Sept. 1984 Staff Management (Various Positions)

Provided regional support for AT&T Telecommunications Marketing

Information Systems. Analyzed responded to requests for systems

enhancements and developed new special reports. Managed regional

installation of new or centrally developed information systems.

Provided systems and programming support to the Line Sales Interface

Group and local sales force. Trained employees on IBM PC applications

throughout the Western Region. Member of the office automation and

LAN project teams.

Served on the AT&T-C task force for design and installation of the

first AT&T LAN in Western United States.

5/81 - 12/83 Marketing Systems Engineer

Performed systems analysis and design of large and complex data and

voice communications networks for South Central Bell. Resolved

compatibility issues with customer systems and recommended solutions

utilizing Bell products and services. Supported Account Executives

including presentations to customer senior management. Twice S.E. of

the quarter and S.E. of the Year.

OTHER:

1984 Golden Gate University

to San Francisco, CA

1990 Senior Instructor

Classes: TM 303 Survey of Data Communications, and TM 305 Advanced

Data Communications (Graduate Level)

Consistently rated as high performer and recognized within the

organization

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