Tag: tac tales

TAC Tales #12: SACK of trouble

When I first started at Cisco TAC, I was assigned to a team that handled only enterprise customers.  One of the first things my boss said to me when I started there was “At Cisco, if you don’t like your boss or your...

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TAC Tales #8: The problem with data

My job as a customer support engineer (CSE) at TAC was the most quantified I’ve ever had.  Every aspect of our job performance was tracked and measured.  We live in the era of big data, and while numbers can be helpful,...

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