Customer Success Electrical Engineering

Thomas R. Royce, MBA, BSEET, ASET www.linkedin.com/in/thomas-royce-61182b29

***********@*****.*** 978-***-**** 28 Pearl Drive Hooksett, NH 03106

Consulting Instructor - Designer, Developer, and Delivery Instructor

Training and Development Strategies Curriculum Development Distance Learning Virtual Instructor-Led Training (VILT) Instructor-Led Training (ILT) eLearning Staffing Learning Management Systems Customer Success Management Adjunct Professor UNH 1988

An accomplished leader of learning and development with many years of leading Training and Development strategies. I have extensive experience in organizational development, the introduction of innovative training methods, and driving customer relationships and revenue streams for the world leaders deploying network technology. I am both a strategic and tactical planner with a record of accomplishment as a change manager bringing organizations into new and successful customer service opportunities.

Experience

Consulting Principle Instructor Cisco Software Defined Networking – Lumious/Cisco (OCT 2020 - Present)

Led the execution of the training and program elements, including training delivery and lab materials for the emerging Software Defined Networking DEVNET market for Cisco Systems.

Trained customers, partners, sales managers and sales engineers in several training delivery formats to meet a diverse student population in sales, sales partners, external customers, and support.

Instructed Cisco System and Cisco Partners in the new go to market strategy using a Customer Success Model. I both built and engineered the training with notable success.

Provided training in Cisco’s DevNet Philosophy to future sales engineers in the CSAP initiative to the students attending Cisco Academy. The delivery of Cisco Sales Associate Program was delivered with notable success.

Manager Instructional Design and Delivery -- Cisco Systems (May 2012 – Oct 2020)

Led the delivery of Cisco's training and development strategy through a Program Delivery Model that included selecting architectures, design, development, and delivery. Offered strategic insight and contributed to the future direction of crucial educational programs for Cisco Systems employees, partners, and customers. All of this implemented using a lean and agile approach, providing integration handoff and validation points; the process included instructor readiness alpha-beta training outside training organization selection and certification.

Principle Instructor Web Data Email Security -- Websense (Aug 2009 - May 2012)

Led the execution of the training strategy and program elements, including training delivery and lab materials for an emerging multi-technology company introducing a newly developed security gateway product family to support the Triton product launch. Set the stage to drive cultural change to support a software-based company's transition to a platform-based company.

Tech Lead, Access Routing Competitive Test & Marketing -- Cisco Systems Inc (July 2003 – May 2006)

Directed and coordinated the technical and non-technical aspects of a technical marketing strategy to demonstrate Cisco's technological advantages over Huawei's and Juniper's access routing solutions and teach the sales engineers the shortcomings of Huawei's and Juniper's solutions.

Manager, Educational Services Arrowpoint Communications -- Arrowpoint Communications (January 2000 – July 2003)

Developed a multimillion-dollar training business to support startup effort associated with Arrowpoint's

Web Content Switching business. The strategy included training sales to generate new and enhance current revenue streams.

Developed materials and a training lab in a hybrid cloud to train Arrowpoint Load Balancing Technology and Products; train new hire Sales Engineers and developed a certification program.

Additional Experience

Principle Instructor, New Products Technical Training -- Wellfleet Communications/Bay Networks - Networking Technologies.

Multiple positions including Manager of Custom Design Test Engineering & Development -- Wang Laboratories

Education and Professional Development

Master of Business Administration, with honors, Rivier College

Bachelor of Science in Electrical Engineering Technology University of New Hampshire

Associate of Science in Engineering Technology New Hampshire Technical Institute

Certification Levels Achieved

CCSI Certified Cisco Systems Instructor CCNA Cisco Certified Network Professional

CCNP Cisco Certified Network Professional DTCSM, Certified Cisco Digital Transformation Customer Success Manager

Professional Certification Content Networking

Affiliations -- A member of the University of New Hampshire Industrial Advisory Board for Years

oAdjunct and Professor in 1988.

oAdjunct Professor BETMET 2+2 Program and Graduate of the Program

Technologies

DTCSM Digital Transformation Customer Success Manager Certified Agile Smartsheet SharePoint MPLSVPN VPLS L3VPN SQL Python YANG XML JASON YAML NETCONF REST RESTCONF SNMP GIT Linux Windows OS VIM Visual Studio Database Architectures Mongo Cisco’s Network Services Orchestration NSO Ansible Cisco and Juniper CLI Camtasia 3G 4G 5G Packet Core Many Many more

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