[ About Cisco Systems ]Building the connected foundation of the modern enterprise.
Cisco Systems is a global leader in networking, cybersecurity, and digital infrastructure. Founded in 1984 in San Jose, California, the company pioneered the technology that first connected independent computer networks—and continues to define how organizations operate securely and intelligently in a connected world.
From networks to ecosystems.
What began as hardware innovation has evolved into an integrated ecosystem of platforms that unify networking, security, collaboration, and cloud automation. Cisco enables enterprises to modernize operations, protect data, and deliver seamless digital experiences—bridging people, devices, and applications across every industry and scale.
A legacy of trust and transformation.
Across four decades of global impact, Cisco’s mission has remained constant: to power an inclusive future through connection. Its technology supports mission-critical systems in finance, healthcare, education, and government—helping the world’s organizations move faster, think smarter, and build with resilience and trust.
[ My Role ]At Cisco Systems, I managed global incident, change, and risk programs across 24x7 operations—driving performance, precision, and reliability at enterprise scale. My work focused on strengthening operational continuity through disciplined processes and automation that elevated service quality worldwide.
By redesigning global incident response and control frameworks, I achieved 98% SLA adherence and reduced mean time to resolution (MTTR) by over 60%, setting new benchmarks for speed and stability across Cisco’s cloud and infrastructure services.
This role deepened my conviction that operational excellence isn’t measured by uptime alone—it’s measured by how seamlessly teams can recover, adapt, and evolve in real time.
[ strategic outcomes ]Strategic Outcomes
Global Incident Optimization
Led a 24x7 enterprise-wide incident management framework—achieving 98% SLA adherence and reducing mean time to resolution (MTTR) from 4.3 to 1.7 hours.
Change Control Modernization
Redesigned automated change management processes across business units, improving ITIL compliance and reducing change errors by 44%.
Operational Risk Governance
Strengthened cloud and infrastructure resilience by embedding proactive risk controls and early detection mechanisms across critical environments.
Service Reliability Excellence
Cultivated a culture of precision and accountability, improving operational readiness and sustaining near-continuous service availability across global teams.
“John’s leadership brought order and precision to complex global operations. He turned incident management into a model of clarity—achieving reliability that teams could trust and performance that set a new standard.”
— Alicia Romero, Senior Director, Cloud & Infrastructure Programs, Cisco Systems
Incident → Automation → Intelligence → Impact
Stage 01Global Operations Modernization
Led 24x7 global incident, change, and risk programs—achieving 98% SLA adherence and reducing mean time to resolution (MTTR) by over 60%, setting a new benchmark for service reliability.
Stage 02Automated Resilience
Redesigned enterprise change control frameworks, embedding automation and proactive monitoring to improve ITIL compliance and reduce change errors by 44%.
Stage 03Operational Intelligence
Unified engineering and operations data into actionable insights—enabling faster decision-making, transparent workflows, and cross-functional alignment during critical events.
Stage 04Measured Performance
Delivered measurable gains in stability, accountability, and operational speed—enhancing uptime, lowering incident risk, and elevating customer confidence across global platforms.
[ the journey ]A disciplined ascent through modernization, automation, and trust.
Inclusions
At Cisco, my journey was defined by precision, resilience, and intent. From leading global incident and change management programs to embedding automation across 24x7 operations, I focused on transforming complexity into clarity. Every initiative balanced speed with reliability—reducing mean time to resolution (MTTR) by over 60% while sustaining 98% SLA adherence worldwide.
This phase taught me that true operational excellence is not achieved by reacting faster but by anticipating smarter. It’s about designing systems that restore trust, sustain uptime, and adapt without disruption.
Exclusions
At Cisco, I learned that progress isn’t measured by volume of change but by the quality of control. Innovation without accountability leads to fragility. The goal was never to automate for efficiency alone—but to strengthen the integrity and continuity of every decision, system, and team that depended on it.