Tony Strati has over 17 years of experience at Cisco Systems supporting top customer accounts through technical assistance, relationship building, and acting as an escalation resource. He has held various leadership roles helping customers deploy critical wireless infrastructures while elevating the performance of Global Delivery Partners. Strati's expertise lies in defusing tense situations, unifying resources to resolve issues, and maintaining strong customer satisfaction and loyalty through travel, advocacy, and technical support.

1. Tony Strati tstrati33@gmail.com
662 Albin Place Office 919-574-5095
Creedmoor,NC27522 Cell 919-608-1465
Career Summary
In the past seventeen yearsatCiscoSystemsInc.,Ihave enjoyedvariousroleswhichhave beenbased
aroundelevatingandrebuildingrelationshipswithtopcustomeraccounts,andinternallyas aGlobal
DeliveryPartner(GDP) liaison, trainingfacilitator,andcrossfunctional escalationresource.Ihave served
inleadership, teambuildinganddevelopment, hiring,morale lifting, andbothtechnical and effective
customercommunication roles.I’ve beensuccessfullyengaged onsitewiththe client,accountteam,
businessunit, anddevelopmentteams duringcritical escalationsthatare politicallysensitive.Duringmy
tenure, I’ve owned highprofileaccountsincludinghospitals,service providers(SLAs), government
agencies, andfinancial tradingfloorscovering WLAN &outdoormeshwireless technology spanningover
a decade.Five yearsprior,Iownedaccountsfocusingon carrier-classswitchesformilitary, finance,and
majorservice providers.Myunique abilityismendingandelevatingrelationships,while buildingtrust.
Professional Experience
CiscoSystemsInc,RTP NC 1998 – Present
Technical Assistance Center,Global CenterofExcellence & Global DeliveryPartnerLiaison June,2010
- Propelledthe Wireless LAN GCEBangalore,Indiateamtoachieve backbone core supportstatus
- Escalationanddevelopmentresource forWirelessLAN Global Delivery Partners(GDPs).Monitor
technical progress (KPIs) andcustomersatisfaction(CSAT/TSAT) tomaintainconsistent WorldClass
Support. Reachingacrossphysical andcultural boundaries tounite resources, buildsynergy andsuccess
- GDP Productmovement/Work-loadDataAnalysis &Trending/ProjectManagement/Training facilitator
- Mentoringnewhireswhere Ihave beenengagedwithnotonlybringingtoolsandaccountsto
activation,butalsoin buildingtechnical growth,softskills,andprocedural &documentationmastery
- Engagedon interviews,bothoverthe phone andinperson tohire industrytop10%
- CreatedCCNPWirelessExamQuestions&technical service postingson 802.11 WirelessForum, while
engagedon nextgenerationand cross-technology(switches/voice/RADIUS/NMS/wirelessclient)
- Inclusionand Diversityambassador;keepingawarenessof how Cisco’sbusinessissignificantly
impactedandhowwe all benefitfromshared viewsof differentbackgrounds, interests, andideas
- ConferGDPmanagerson challenges andprocess,while documentingtrendsandenablingchange
- Entertainmentandactivitiesplanner;promotingteamwork,elevatingmorale, andcelebratingsuccess

2. Technical Assistance Center(TAC),CustomerSupport EngineerIII Aug,2005
With the Aerospace acquisition, andCisco’snew wireless offerings,Ihave continuedtosupport
Enterprise andService Providercustomersinmissioncritical wirelessdeploymentswhilefocusingonthe
latesttechnology.Timelyresolutionshave beenprovidedbyaligningbusinessunits, accountmembers,
and developmentresourcespriortothe rise of customertemperature oncuttingedge technology.I
have beenawarded “SoftSkillsChampion”fordefusing“whitehot”situationsby extractingdetails
neededto examinethe problem,while engagingthe appropriateresources forimmediate resolution.
Such skillshave proventobe vital in maintainingcustomerloyalty duringnew architectural
deployments. Ihave traveledtosite tomendrelationships,earntrust,andimprove productsbyfiling
defectreports andrecordingcustomerinput. I’ve beenacknowledgedfortallyingamongthe highest
case resolutions,while alsoexceedingcustomersatisfactiongoals. Strongfocusoncustomer
satisfaction,problemownership,andmaintainingcustomerloyaltyhasledtomanyawards.
SPSG/SPTAC/HighTouch Technical Support, Focal Eng / Theater OperationsRepresentative Oct, 2000
I’ve heldmanyrolesand welcomed significantchangeswhile the “HighTouch Technical Support”
(HTTS) organizationhasmaturedintosupportingthe largestandmostdemandingaccounts.Inmylast
role inthisorganization,Isupported severalaccountsincludingChicagoMercantile Exchange. Aswith
otheraccounts,I traveledtosite to meetthe supportteam, examinethe deploymentof theirwireless
infrastructure,andtounderstandtheirsupportneeds.Ihave relayedthe significance of downtime,
providednetworktopologyandnetworkaccessdetailstoCisco’sinternal organizationsaswell as
becomingthe Focal Engineerfortheirwirelessconcerns.Duringthistime,Ialsoservedasa Theater
OperationsRepresentativeasvotedbymypeers.Inthisoperationsrole,Iaddressed internal concerns
at the directorlevel,while migratingintoone USsupportteamfor ourtop revenue producing accounts.
Duringthe integration of service providersupportintoHTTS,I wasthe focal engineerforUUNET and
MCI, while servingasteamleadforWAN switchingtechnologies inRTP,NC.Asthe needgrew,I trained
seasoned contractorsand full time newhirestosupport ourmost demanding customerswithvigorous
SLAs.Shortlythereafter,I quickly developedandservedasthe leadforthe NorthCarolinaand Texas
supportteams,andthenintothe HTTS - RTP site lead.
Technical Assistance Center(TAC),CustomerSupport EngineerII Aug,1998
While initiallyjoiningCiscoTAC,I utilizedmy softskills,gainedCisco productandindustry knowledge,
and learnedtobe an advocate forthe customer. Inthisrole,customerfocusis critical,especially with
the rolloutof newcarrierclass switches,where ServiceLevel Agreements(SLAs) are tight.Itwasn’tlong
before myfirstsite visit toNewSouthCommunications,withthe SystemsEngineerandfourdevelopers,
whichallowedmy softskillstoprovide areal impactin a dire situation. Itraveledtosite foranextended
periodontwo separate occasionsto helpdefuse anirate customer whobroughtin a competitorto
replace theirCiscogear.We rescued the account,and in fact wonan additional 2.6milliondollarsin
equipmentandservice contracts. Duringthe same timeframe,Iownedamajorgovernment account
(NAVY), and servedasthe focal engineer forthe newlyacquired sentientproductline.
Education/Certification/Government Clearance
BS, w/honors,Telecom EngineeringTechnology,RochesterInstitute of Technology (RIT),Rochester,NY
AS,Electrical EngineeringTechnology,Monroe CommunityCollege,Rochester,NY
US GovernmentSecurityClearance obtained;Polygraphcompleted,NationalSecurityAgency(NSA) ‘98
ImplementingUnifiedWirelessNTWK (CTF,640721), CiscoWLAN Specialist(CTF,642582), SecurityNinja