⚙ Cisco TAC Best Practices from an ex-TAC veteran ️
Tips & Tricks for TAC case openers
I have long contemplated writing a "TAC Best Practices" document. Inspired by Alexis Bertholf insightful post on the subject, I have finally compiled my own version. Kudos to Alexis Bertholf . My document is more comprehensive, drawing from my extensive experience working at the Cisco Technical Assistance Center (TAC) for many years.
IT stability and uptime are pivotal for business success. Research indicates that even a single hour of downtime can cost businesses from thousands to millions of dollars in lost revenue. With this in mind, I aim to share several strategies to help customers resolve issues more rapidly, increase operational efficiencies, and improve the overall support experience.
I feel fortunate to have been part of the Cisco Technical Assistance Center (TAC). It was a dream job that not only allowed me to resolve thousands of customer issues but also enabled me to learn at a rate two to three times faster than the industry average. Achieving the #CCIE certification, conveniently located just a few buildings away in RTP, was an added bonus. Working in TAC ingrained in me core troubleshooting fundamentals and essential soft skills. This experience was akin to a military training that leaves a lasting imprint; I apply these skills in every aspect of my life.
I am also humbled and grateful to have worked alongside some of the legends 🧠 at Cisco TAC – Wen Zhang Frederic Detienne David White Carlos Pignataro. These individuals made the journey smoother and served as exceptional mentors. Additionally, I would like to thank leaders like Joe Pinto Ana Pinczuk, M.Eng, EMTM, MSM Major Ved Prakash Sharma Tom Berghoff among others, who envisioned TAC as a world-class support organization. Their leadership contributed to TAC winning numerous accolades over the years, including awards from JD Powers and TSIA.
In the spirit of giving back, I am offering a complimentary review of your most challenging support case for the first five individuals who contact me. This offer comes with no strings attached but will be conducted under an NDA to assist in moving your case toward resolution.
►I would appreciate any feedback and also would like to hear about your support experience, especially the challenges.
Here is the linkedin article post with the 27+ page PDF document:
Cisco TAC Best practices by ex-TAC veteran
#CiscoTAC #cisco #technicalsupport