Mobility Specialist Lead Instructor

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James Soulard

978-***-**** ********@*****.*** www.linkedin.com/in/jim-soulard-9206a050

Training Project Manager

Customer Success Manager ~ Support Engineer ~ Lead Technical Instructor

Process-driven strategic thinker and passionate Leader and Training Specialist offering a wealth of experience in instructor-led training including, Customer Success, DevNet, and Networking course delivery. Technologies include mobility, collaboration, as a CX-Customer Success Manager, and assisting in the on-boarding of partner instructors, including the certification and readiness aspects. Motivated team player who builds trust, cohesion, and instructional engagement across all levels of stakeholders. Demonstrated success in surpassing productivity and performance metrics and meeting goals. Skilled in adaptable communications and adept at building mentoring and motivating teams. Continuous learner who seamlessly adapts to software development and emerging technologies.

AREAS OF EXPERTISE

Customer Success Manager Certified Trainer, Technical Education Instructor Lead Delivery● Instructional Design 3G & 4G LTE/SAE RAN Cellular Mobility ● Project Engineering Enterprise and Service Provider Routing and Switching ● Unified Communications ● Cable 3GPP Telecommunications ● Collaboration Cisco Meeting Server SSFIPS Securing Cisco Networks with Sourcefire Intrusion

ACCOMPLISHMENTS

Cisco: Recipient of an Award of Excellence: In Recognition of Outstanding Efforts Above and Beyond

Served as a Lead Trainer to recover revenue opportunities without a previous background in Security and Mobility and became Lead instructor within three years with the ability to certify Instructors and conduct an assessment of readiness for Partner Instructors leading to multiple Train the Trainer Programs.

Overtook the lead role of a training team transitioning instructing from historical training of purpose-built hardware training delivery tactics to operating with the new virtualization of technology, creating the subscription economy training delivery needs to more agile in its delivery methods.

Identified trends and markets that affect customer learning habits based upon new training delivery and gained insight into the impact of customer success on business practices and how they learn the impact on customer relationships, the new way of engaging and participation, and their successes.

Represented the Customer Advocacy on behalf of the end customer and the front line support teams and delivered and updated enhancement requirements with SW and HW features leading to the product roadmap improving the product to be more suitable for the customer.

PROFESSIONAL EXPERIENCE

CISCO SYSTEMS Boxborough MA 2010-Present

Learning@Cisco

Lead Technical Instructor 2010-Present

Delivery of the following in either ILT or VILT delivery:

Serve as the Lead Instructor certifying Blue and Red Badge Instructors as the Customer Success Manager Certified Trainer (DTCSM).

Selected as the NGFW Security Instructor with instruction including Threat Defense and Intrusion Prevention Sourcefire.

Collaboration Lead Instructor with responsibility for COLLAB Intermediate and Advanced Course Instruction, and overseeing the Partner Certification Program.

Instructed the Packet Core, Mobility - Carrier Class focused on ASR 5000 and ASR 5500 platforms as the Packet Core Mobile Internet centerpiece.

Taught DevNet classes, including DevCore, developing applications and APIs, DevASC, automating workflows with Cisco Platforms CLAUI, and Cisco collaboration Systems.

Executed delivery of IoT - Industrial Ethernet courses to OP/IT professionals as part of the IoT and Cisco Self optimization CSON, load threshold, and dynamic neighbor relations and mobile handoff for voice and data.

Product Support Engineer – Engineer Service Readiness Product Support 2005-2010

Served as the Service Readiness Engineer ensuring new product introduction requirements are fulfilled before the product's first customer shipment milestone.

Devised and maintained an updated roadmap of all released products to ensure successful product launches.

Established and enhanced stakeholder relationships with Business Unit Product Managers, Business Unit Develop Engineering, New Product Introduction Training, Service Supply Chain, Advanced Services, Tech Services Business Development, and Service Marketing Project Managers.

Published several highly-rated customer business plans to match support strategy white papers.

Assured support systems are clear to launch products, and support logistics teams are ready for support channels as a member of the Project Steering Team.

Directed the Technology Leadership Program and selected as a speaker and participant in the Worldwide Campus and Content Networking Group.

TAC Engineer- Content Networking - MOBILE Wireless-IPTV-Cache Engine, Load Balancing 2000-2005

Lead Technical Support Engineer-for the Content Networking Team.

Conducted troubleshooting for front line support for entitled customers, providing priority one phone and remote desktop product support with professional, timely, and polite support to all clients,

Resolved business Impacting situations and quickly identified problem descriptions and set a plan of action to case closure.

Adhered to standard protocols, procedures, and guidelines as provided and identified, troubleshoot, and resolved a wide range of revenue impaction & network-related problems.

Oversaw TAC cases requiring lab simulation setups and emulated customer scenarios to duplicate production issues, created a detailed action plan including upgrades or design changes.

Formulated action plan required details on all actions and test plans and included a tactical and strategic support action plan with monitoring until case closure.

Directed a team to improve the process and multi-level architecture evaluations and extensive collateral development and delivery to the worldwide field sales teams as the primary consumers.

Led the project management of large distributed teams focused on unified objectives and deliverables.

Unicom/Apple Computer Providence, RI 1997-2000

SE, Pre-Sales Engineer - K-12

Acted as the Apple Certified Cupertino Sales SE and Macintosh Expert with a primary role to update Educators on Software Education Suite and MacOS

Executed the network design for multiple towns and cities as they added Ethernet Networks as part of the E Rate Federal Program.

Wrote detailed scope of work instructions for network installation, including Window and Macintosh servers and Cisco routers and switching hardware.

Delivered pre-sale presentations in Apple technology setup and installed Macintosh OSX servers.

Demonstrated video streaming services and delivered contact center pre-sales technical support across five western states while providing overlay support to peers across the Americas sales theater.

Act as the provider contact center technical specialist to assist in providing technical service support.

Pioneered, the introduction of Cisco delivered telephony services to cloud contact center offers.

Collaborated with the Cisco sales teams, vendors, and service partners to coordinate the delivery of solutions.

Mentored multiple Cisco Channel Partner Engineers and Cisco Early Career Systems Engineers.

EDUCATION & CERTIFICATIONS

Bachelor of Science in Management & Marketing Franklin Pierce University Ringe NH

PMP, Project Management Masters Certificate George Washington University Washington, DC

DTCSM Certified, Management, Product Engineering, Professional Speaking, Video Presentation Skills, CCDA Cisco Design Associate, CCNA, Cisco Certified Network Associate Design Associate, Mobility Specialist Level (3G/4G) Collaboration Cisco CMS

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