Ved Sharma vesharma@gmail.com131 Las Astas Dr. (408) 386-7512Los Gatos, CA 95032-7681

EDUCATION: MS in Physics, Mathematics & Computer Science

EXPERIENCE:

1. CISCO, San Jose 1998-2015

CAP (Customer Assurance Program) Manager and SSM: 1998-2005- Started as a CAP Manager (Customer Assurance Program)- Transitioned from a dedicated account manager to supporting other accounts in the US and Asia - Provided service and support coverage for Customers - Lexus Nexus, UUNet, MCI, iBasis, ATT, Citi Bank, American Express, Quest, Singapore Telecom, Telestra, New Zealand Telecom, Tata, Bharti telecom and many others around the globe

Director, NESAC 2005-2009Represented Cisco Product Quality and Process at NESAC, a consortium of major Service providers within North America. Feedback from NESAC was communicated to the respective engineering groups

Director/GM Small Business Services 2009-2015SBSC (Small Business Support Center)

- At the beginning of my tenure Customer Satisfaction was at its lowest and product engineering was very dissatisfied with the quality of support

- Within 12-14 months we totally restructured the SBSC, set new hiring policies for engineers (CCNA at a minimum) and established close engagements with our vendors to drive excellence in customer experience

- Established worldwide SBSC – Greenville, Sofia-Bulgaria, Chennai-India, Shenzhen-China, Tokyo-Japan, and Costa Rica, providing support in 13 different languages

- Partnered with UCSC and Wichita State to manage SB-TAC and develop web-based technical support

- The restructuring effort yielded the following outcomes:

SBSC Cust Sat reached a historic peak (4.6 - 4.7) on a scale of 1-5 CRN magazine rated Cisco SMB Networking as #1 in Post-

Technical Support 4 years in a row Cisco was voted a top 100 small business influencer by Small

Business Trends and Small Biz Technology

Partner Engagement and Business Development:

- Extensive experience in building multiple partner relationships globally to deliver customer service and support

- Building this ecosystem allowed SB to deliver support globally in a very cost effective manner

- Facilitated the partner engagement cross-functionally throughout Cisco’s Business Units

- Developed internal metrics to ensure continued improvement in delivering customer service excellence

Other Functions within SBS:

- Tools development like C2A (click to Attach), making it easier for partners to sell services

- Services Revenue Generation program led to building a revenue stream from near-zero dollars to $7M within 5 years

- Traffic significantly shifted to web-based support, that resulted in reducing the average-cost-per-case, and the overall cost of support

- Established our own internal training program- Launched SmartNet support coverage for SB products from core to edge

of network, to align and be consistent with Cisco’s service platform

2. SIEMENS , BELL LABS, ITT, NORTEL 1977-1998

- Siemens, Boca Raton, FL 1977-1980 Software Development Engineer – Meridian PBX

- Bell Labs, Holmdel, NJ 1980-1983 MTS - Software development for PBX systems

- ITT, Shelton, CT, Stuttgart - Germany , Oslo - Norway 1983-1989Manager/Sr. Manager - Software Development, Test and Integration for ITT System 12 – Class 5 Office

- Nortel, Mt. View and Santa Clara 1989-1998 - Manager – Software Development for Meridian PBX 1989-1992- Director – Offshore Development of Meridian PBX 1992-1998 in partnership with Wipro Systems, Bangalore, India

References: Joe Pinto, SVP WW Technical Services, Cisco Systems