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Joe Novak

Joe Novak is Vice President Technical Services (TS) Acquisition Integration at Cisco Systems, the worldwide leader of networking for the Internet. He leads the strategy for the integration of acquired service delivery functions into TS. Joe is also Cisco’s Site Executive for Research Triangle Park (RTP).

Joe joined Cisco in January, 1993 and has spent his entire Cisco career working in Cisco’s Service Organization. He was one of three individuals to launch the East Coast TAC center in Raleigh, NC, prior to Cisco having a presence in RTP, NC. After becoming the RTP TAC Director, Joe led the Advanced Services organization in the US the first year it was launched, and spent time in Service Sales Operations. In November of 2004, Joe became the VP of US/Canada Technical Services Delivery and served in that role for almost five years. The US/CAN team provides Cisco customers and partners technical assistance and spare parts replacements for 77% of the global volume for customer issues and chassis under premium contract. His organization implemented a number of organizational and operational changes to improve the customer experience and provide greater business efficiency. A few examples include aligning his support teams by technology; implementing a tiered support model; utilizing a lifecycle management process to determine the appropriate level (tier) of support required for each technology or product; and providing accurate and timely information to the front lines.

Joe has over 20 years of industry experience in telecommunications and computer networking. Prior to Cisco, Joe spent time with Northern Telecom, NYNEX and Universal Communications. He is a former Cisco Certified Engineer (CCIE #1067). Joe and his family reside in the Raleigh, NC area.