{ "$schema": "https://cvjson.com/schema/v1.json", "basics": { "name": "SUPREETH R HEGDE", "label": "Team Leader – Webex Meetings Collaboration TAC", "image": "https://freecv.org/i/avatars/f01ebe41-77ac-476b-9c0e-05a7bdb4d433/avatar.webp?t=1789722736601", "summary": "Team Leader with 12+ years supporting Cisco, managing 16+ engineers in Webex Meetings Collaboration TAC. Proven expertise in people development, operational excellence, and strategic decision-making. Seeking to advance as a people leader with expanded scope and organizational impact.", "location": "Bangalore, India" }, "work": [ { "company": "Cisco Systems India Pvt. Ltd.", "position": "Senior Support Engineer / Technical Consulting Engineer", "location": "Bangalore", "startDate": "2016", "endDate": "2023", "highlights": [ "Served as Subject Matter Expert (SME) for Premium Webex customers, overseeing technical services and escalation management", "Managed team operations, including staffing, BIC inception, and process improvements", "Developed One-Wiki and One-TechZone, centralized resource hubs for Webex products that enabled team knowledge sharing and reduced escalation dependency", "Worked onsite in Sofia, Bulgaria, training and mentoring 25+ engineers across Tier 1 and Tier 2 teams, strengthening expertise and performance", "Provided offline coaching to 20+ engineers in Japan and China, building regional capability" ] }, { "company": "Cisco Systems India Pvt. Ltd.", "position": "Team Leader – Webex Meetings Collaboration TAC", "location": "Bangalore", "startDate": "2023", "highlights": [ "Manage 16+ engineers, fostering a high-performance culture focused on continuous learning and career growth", "Conduct regular 1:1s and performance reviews, providing real-time feedback and coaching to develop core team capabilities", "Mentor and develop engineers through technical huddles, knowledge-sharing sessions, and targeted coaching; multiple team members have earned certifications and advanced into higher-impact roles", "Drive employee engagement and morale through team-building initiatives, celebration outings, and recognition programs", "Create psychological safety and candid communication by fostering an environment where engineers feel empowered to voice ideas, take smart risks, and learn from setbacks", "Project Manager for the Troubleshooting Research System (TRS), driving discovery, stakeholder alignment, and FY27 planning around AI-enabled troubleshooting and efficiency improvements", "Oversaw the Engage Hub Project, collaborating with senior technical leaders to improve collaboration efficiency and data security", "Drive AI enablement and adoption within TAC, identifying opportunities to improve troubleshooting effectiveness and automate repetitive support activities" ] }, { "company": "Dell International Services India Pvt. Ltd.", "position": "Senior Technical Support Associate", "location": "Bangalore", "startDate": "2010-10", "endDate": "2014-02", "highlights": [ "Provided first-line technical support to US and Canada customers through phone and email; managed incidents within defined service levels", "Performed remote administration, troubleshooting, and user support while maintaining customer service commitments" ] }, { "company": "Good Friday, TTK Services", "position": "Assistant Team Lead", "location": "Bangalore", "startDate": "2009-09", "endDate": "2010-10", "highlights": [ "Trained new team members, supported quality and accuracy, and ensured consistent team delivery", "Received Best Employee Award" ] }, { "company": "Randstad India Contractor (Cisco)", "position": "Earlier Cisco Experience – Contractor", "location": "Bangalore", "startDate": "2014-02", "endDate": "2016-02", "highlights": [ "Supported Cisco customers across Collaboration and Webex technologies, building strong foundation in customer advocacy, troubleshooting, and escalation management", "Supported GCI initiatives for approximately 70 TAC engineers, achieving 95%+ compliance; created 35+ Engineering Jira defects from customer and technical investigations", "Built the Cloud Collaboration One Wiki from the ground up to improve knowledge sharing and engineer enablement", "Participated in Cisco technical interview panels for campus and apprentice hiring" ] } ], "education": [ { "institution": "MITK, Udupi", "degree": "Bachelor of Engineering", "field": "Electronics & Communications Engineering" }, { "institution": "Karnataka State Law University", "degree": "Bachelor of Laws (LLB)" } ], "skills": [ "People Development", "Strategic Decision-Making", "Customer Escalation Leadership", "Operational Excellence", "Cross-Functional Influence", "AI & Digital Transformation", "Performance Management", "Conscious Culture & Engagement", "Project Management", "Mentoring", "Customer Service", "Coaching", "Process Improvement", "Automation", "Collaboration", "Escalation Management", "Training" ], "languages": [ { "language": "Kannada", "fluency": "Fluent" }, { "language": "English", "fluency": "Fluent" }, { "language": "Hindi", "fluency": "Fluent" }, { "language": "Tulu", "fluency": "Fluent" } ], "certificates": [ { "name": "Project Management Professional (PMP)", "issuer": "PMI" }, { "name": "CCNP Collaboration", "issuer": "Cisco" }, { "name": "CCNP Automation", "issuer": "Cisco" }, { "name": "Lean Six Sigma Green Belt" }, { "name": "Cisco Certified AI Technical Practitioner", "issuer": "Cisco" }, { "name": "Cisco Certified DevNet Associate", "issuer": "Cisco" }, { "name": "Cisco Certified Interviewer" } ], "awards": [ { "title": "TAC Spotlight Award – Global All Hands Meeting, 2024", "summary": "Recognized for successfully managing the Google Incident and driving critical customer outcomes." }, { "title": "MetLife Escalation Leadership Award", "summary": "Recognized for overseeing complex escalation and delivering exceptional customer results." } ], "referencesMode": "on-request", "x-customSections": [ { "name": "Leadership Philosophy & What Matters Most", "items": [ { "name": "Our People | Our Customers | Great Outcomes | Adaptability | Authenticity", "summary": "I lead by prioritizing service, contribution, integrity, and grit. I believe in developing people by investing in their growth, creating psychological safety for candid communication, and connecting individual contributions to meaningful business outcomes. I stand for authenticity and loyalty — building trust through transparency and accountability — and I'm committed to fostering a culture where continuous learning and innovation thrive." } ] } ], "availability": { "status": "open" }, "ats": { "keywords": [ "Senior Support Engineer / Technical Consulting Engineer", "Cisco Systems India Pvt. Ltd.", "Team Leader – Webex Meetings Collaboration TAC", "Senior Technical Support Associate", "Dell International Services India Pvt. 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