Customer Success Service Delivery

Cisco Confidential

Timothy Cricchio

***** ***** ***** *****, ******, TX 75035

***********@*****.*** https://www.linkedin.com/in/tim-cricchio-140b775 Technology and Business Operations Executive with a career history of transforming underperforming products/solutions, orchestrating multi-million-dollar remediation and assuming control of $Billion-dollar products and solutions not meeting internal/external executive expectations, managing executive escalations, owning CxO communications, leading Customer Success and Service Delivery teams.

Top Hard Skills Top Soft Skills

• Green Belt AI

• Six Sigma (Green/Black Belt) and LEAN

• Cloud Computing (XaaS, B2B SaaS, IoT, SAP, etc.)

• Waterfall, Agile, DevOps

• SCRUM/Backlog Grooming/Prioritization

• Contract Negotiations/Vendor Management

• Project/Program/Product Management

• Executive Escalations/Incident Management

• Cyber Security, Crypto, ISO27001 Auditor)

• Service Delivery/Managed Service

• Leadership and Mentoring

• Transformational Leadership

• Cross-Functional Problem Solver

• Resurrecting Global Customer Sentiment

• Enabling Profitability

• Infectious can-do attitude

• Curious & Passionate Innovator

• Strategic Thinker

• CxO Communications, relationship building

• Experience leading distributed CS teams

Cisco Systems Incorporated, San Jose, California 7/1994 – 11/24 Customer Success Executive (Supporting Oracle/Cerner Healthcare) – 4/22 – 11/24 In April 2022, I assumed the role of supporting Oracle and its various global subsidiaries, including OCI, GBUCs, CorpIT, and Cerner, to name a few. In my director-level position, I maintained executive alignment, coordinated support, and managed a team of Engineers, Operations Managers, Architects, Renewals Managers, Service Sellers, and Service Delivery Executives. I established myself as a trusted advisor for the Web-Scaler vertical, including Amazon, Apple, Microsoft, Salesforce, etc. As lead CSE, I mentored CSEs and redesigned many aspects of the CS Console/CRM used by CSEs globally to articulate value. Overview of duties:

I focused on ensuring Oracle maximized the value of its investments ($1B install base) from the lifecycle stages from

“Onboard” to “Recommend.” I hosted Executive QSRs and QBRs, facilitating interlock between Cisco and Oracle executives to strengthen relationships, share roadmaps, and ensure alignment between our companies. During my tenure, ARR/TCV doubled (+$150M).

Collaborated with Sales and Services teams to drive measurable business value across all opportunities. Established and led onboarding initiatives, prioritizing acceleration of time-to-value. Cultivated a customer-centric culture through consistent follow-up on critical issues and proactive resolution. Developed and implemented a Customer Success Plan (CSP) to drive full adoption of Cisco solutions, manage P1/P2 escalations, and mitigate future issues by anticipating trends. Enabled Web Scaler CSEs to leverage this CSP for account management. Actively participated in product demos and supported newly purchased hardware/software onboarding. Led monthly and quarterly operations reviews and syncs. Acted as a key liaison between Oracle, business units, and partners, owning the end-to-end customer success experience and tracking/establishing KPIs based on customer insights. A Career of Guiding Operational Success and Profit Growth Education:

Agile (Certified in Agile and Scrum), Villanova University, Villanova, Pennsylvania (1/2016 – 1/2017) Six Sigma (Green Belt, LEAN, BLACK Belt), Villanova University, Villanova, Pennsylvania (1/2015 – 1/2016) Degree in Electronic Technology, Institute of Electronic Technology, Kenner, LA (7/1978 – 7/1982) Cisco Confidential

A Career of Guiding Operational Success and Profit Growth Systemic CAP Manager (Critical Account Program) – 1/2012 – 4/2022 I was the founding member of the Systemic CAP program to support executive escalations from the CEO's office (John Chambers/Chuck Robbins) and his direct reports. The highest escalation within Cisco was tasked with turning around failing products and Cisco processes to resurrect customer sentiment by assuming control of entire BU/Cisco processes and then constructing a remediation scheme to break down long-standing barriers to success. I foster a toolbelt approach to managing these engagements, as they are all different and have unique challenges. Every assignment starts with a vision, data, a communications scheme, a cross-functional team, Standup sessions to discuss status, assigned actions, funding, a schedule for remediation, and a Retrospective session to establish Lessons Learned to prevent future erosion of customer sentiment.

• Proficient at taking control of $Billion$ products/solutions, turning around HW/SW quality, and eliminating waste and inefficiency.

• Collaborated with Controllers on multi-million-dollar remediation efforts.

• Ensured the voice of the customer resonated with all aspects of Engineering, Support, and SAS/SASe/CCaaS solutions.

• I identified the need for an SW Fraud department. Collaborating with executives, I created a charter and required funding. Critical Accounts Manager (Critical Account Program) – 10/2009 - 1/2012 I was promoted to support executive escalations from the office of the CEO (John Chambers) and his direct reports.

• Analyzed complex data sets to extract actionable insights and drive strategic decision-making.

• Evaluated potential risks and developed mitigation strategies to enhance customer/project outcomes.

• Oversaw budget allocations and expenditures to ensure financial efficiency and accountability.

• Fostered positive client relations by addressing concerns and maintaining clear communication.

• Managed multiple projects simultaneously, ensuring timely completion and adherence to quality standards. Sr. Systems Engineer (Sales) – 6/2004 – 10/2009

I was targeted to transform T-Mobile’s ATM RAN to IP.

• Considered an expert on ATM, I engaged with the customer to understand their current deployments with a keen eye on transitioning the infrastructure to IP.

• Instrumental in designing Cisco’s first cell site router by collaborating with T-Mobile Engineering.

• I conducted the first IP RAN (Random Access Network) field trial at Cisco/T-Mobile.

• I was the lead Engineer for RAN, UMTS, HSDPA, HSUPA, and IEEE 1588 clocking.

• Extensive experience with a wide range of security products and solutions, including network security, endpoint protection, identity and access management, encryption, and threat detection technologies, ensuring comprehensive protection across diverse IT environments.

Soft-Switch (IP Voice Gateway) Architect – 6/2003 – 6/2004

• I was recruited to spearhead the design of VoIP networks at Time Warner and Comcast using our BTS Soft-Switch.

• Taught troubleshooting of Cisco’s BTS solution and performed network optimization activities worldwide.

• I was the global Technical Lead on all MGX Media Gateways support issues. Senior Trials Support Engineer/Technical Marketing Engineer (MSSBU) – 07/1998 – 6/2003 I was recognized as an accomplished Engineer who leverages deep technology expertise to drive operational efficiency and achieve significant business outcomes. I was a Hardware and Software Engineer responsible for introducing new products, features, and functionality to global Service Providers. I also supported the technical side of CAP cases.

• Executed competitive trials against Cisco’s strongest competitors, which resulted in $1B worth of new business.

• I was the technical liaison to AT&T, Telecom Italia/Italtel, Japan Telecom, MTN, Telmex, and NTT.

• Partnered with CxOs to augment their networks and capitalize on new features and functionalities. Client Executive/Architect – 07/1994 – 7/1998

• Architected technical solutions that addressed client needs while optimizing system performance and usability.

• Led a diverse team to achieve project goals while fostering a collaborative and positive work environment.

• Designed and implemented innovative project development strategies that enhanced efficiency and effectiveness.

• Negotiated advantageous contract terms that aligned with organizational goals and enhanced partnerships.

• Engaged stakeholders through regular communications and feedback sessions to ensure alignment and commitment.

• Cultivated strong client relationships by delivering exceptional service and proactively addressing concerns.

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