Cisco TAC Team Manager
Estarta Solutions
Total years of experience :15 years, 11 Months
- Cisco VPN and AAA technologies Team Manager.
- Lead teams of customer support engineers who respond to service requests and resolve customer issues.
- Handle escalations and assume ownership for the end-to-end customer experience.
- Serve in a liaison role; create a bridge that connects the technical and business perspectives of customer engagements.
- Demonstrate knowledge of processes and team dynamics across the organization, as well as the superior coaching and motivational skills required to engage, develop, and retain top talents in a high-performance team.
- Supervise activities of CSE team with responsibility for results in terms of customer service satisfaction.
- Manage workload, and distribute it among team members, including the implementation of innovative case management techniques.
- Assume a leadership role in the TAC or cross-functional teams to drive service delivery and/or product improvements.
- Demonstrate industry awareness.
- Manage CSEs of all levels; generally responsible for a team of 20 to 25 + people.
- Provide management guidance to all levels of employees on accomplishing goals.
A senior technical support officer is mainly responsible for setting technical specs, providing solutions, and conducting assessment & maintenance to ensuring the smooth running of technical systems and activities in order to get maximum benefits from it.
1.Installing and configuring hardware and software, in addition to monitoring and maintaining technical systems and networks at all related JEI projects’ sites.
2.Assessing any new projects, proposing technical specs and needed requirements.
3.Investigating, diagnosing and solving technical faults in addition to planning and undertaking scheduled maintenance and upgrades.
4.Implementing technical JEI models at Schools (i.e. installing wireless network and IWB.)
5.Coordinating with third parties’ technical members (i.e. MoE, MoICT, vendors, etc.) for developing solutions and troubleshooting the problems at different sites (i.e. schools)
6.Enhancing the technical skills of interns, teachers, students, principals, supervisors and staff by developing materials, training and workshops.
7.Controlling the entire technical inventory related to JEI’s activities (equipment, consumables and other supplies) at all sites (i.e. MOE, Schools, QRC, etc.).
8.Preparing IT specifications for tenders and having the knowledge and abilities for evaluating technical Infrastructure/solutions.
9.Keeping up with new technologies and methodologies which could be applicable to fit the projects’ needs.
10.Evaluating and judging the technical capabilities of resources (i.e. interns)
11.Providing support, including procedural documentation and relevant reports.
12.Keeping technical records always current, updated and accessible.
13.Conducting any task and/or job requested by the superiors.
- Support QRF’s Research and Program Development department in the process of creating and designing programs.
- Contribute to developing and creating project documents; project charter, work plan, budget and other related documents for the implementation activities and timelines based on activities outlined in Program Notes, including assigning responsibilities, outlining potential risks and mitigations, as well as ensuring that feedback from relevant stakeholders is incorporated.
- Contribute to the development of funding plans for each project in partnership with QRF’s fundraising team.
- Support in the development of a monitoring plan in partnership with QRF’s Monitoring and Impact Evaluation team, including identifying relevant data to be collected and developing data.
- Partake in program implementation, including collecting data, regular reporting to the project manager, resolving any incidents that might occur, and coordinating with partners and stakeholders.
- Manage relationships at an operational level with beneficiaries, partners and stakeholders.
- Ensure the documentation of lessons learned from the field to inform future programs.
- Work with QRF’s Research and Program Development department to conduct regular focus groups with stakeholders to provide insight into program development and execution.