Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
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MICHAEL GARCIA

Raleigh

Summary

Results-driven network engineer specializing in solution support and customer delivery. Demonstrated leadership in managing complex escalations and mentoring engineering teams. Proficient in Cisco ACI with a commitment to enhancing operational efficiency through improved documentation and tooling. Known for analytical problem-solving skills in demanding situations.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Delivery Engineering Technical Leader, ACI (Data Center)

Cisco Systems
Raleigh
01.2021 - Current
  • Regularly addressing sensitive and intricate escalations, extending support not just on weekdays but consistently being available on weekends when required.
  • Actively engaged with the ACI Technical Assistance Center (TAC) team, whether it is through mentoring engineers (TCEs), responding to technical questions and participating in calls to assist TCEs facing challenges with SRs.
  • The technical documentation I've produced has garnered recognition and is widely utilized by TLs, TAC, and the broader ACI community.
  • Acknowledged by account teams and leadership for my resilience and commitment to delivering exceptional service to customers while maintaining a positive attitude at all times.
  • Successfully replicated complex issues in the lab and submitted multiple bug reports, contributing to the enhancement of the robustness of the ACI code.
  • Have submitted enhancement requests to multiple scripts that are shipped out with ACI code to improve customer experience.
  • I have created several labs for ACI bootcamps that are still being utilized by newer engineers today.
  • Delivered feedback on training content for the next tracks we are creating, offering my assistance whenever feedback is provided or improvements can be made.
  • I have contributed to modules that are automated in CSOne, making them accessible to any ACI TAC engineer to use whenever they accept a new case.

TAC Solution Support Engineer, ACI (Data Center)

Cisco Systems
Raleigh
01.2016 - 01.2021
  • ACI Team Lead
  • Managed a large work load of customer cases on a daily basis
  • Worked on lab recreates for cases in order to identify root causes of customer issues seen in their environments
  • Mentored new hires as well as helps with the onboarding process for the team
  • Effectively researches and resolves technically complex problems for both myself and team members
  • Handles extremely delicate account cases that are constantly monitored by the customer

Education

B.S. - Integrated Science and Technology

James Madison University
VA
05-2016

Skills

  • Customer Support
  • Application Centric Infrastructure
  • Nexus and IOS Platforms
  • VXLAN
  • OSPF/EIGRP/BGP
  • MP-BGP/IS-IS/DMVPN
  • IPSEC
  • VMWare/ESX
  • UCS-B/UCS-C
  • Switching Technologies
  • Wireshark
  • Linux
  • Technical documentation
  • Technical troubleshooting
  • Mentorship development
  • Team leadership
  • Automation scripting
  • Lab recreations

Certification

  • CCIE Enterprise (2026)
  • Cisco Certified Specialist - Data Center ACI Advanced Implementation (Through 2026)
  • ACI Troubleshooting: A Deep Dive into PBR - BRKDCN-3615 (Cisco Live 2023 and 2025 Ongoing)
  • Troubleshooting AVE Deployment – DGTL-TSDCN-306 (Cisco Live 2020 – Digital)

Timeline

Customer Delivery Engineering Technical Leader, ACI (Data Center)

Cisco Systems
01.2021 - Current

TAC Solution Support Engineer, ACI (Data Center)

Cisco Systems
01.2016 - 01.2021

B.S. - Integrated Science and Technology

James Madison University

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MICHAEL GARCIA