JOE OPIO
Durham,NC
Summary
Dynamic Customer Experience and Delivery Manager with 24 years of industry expertise in building, leading, and managing high-performing teams in rapidly changing environments. Proven track record in driving AI adoption, transformation, and innovation while effectively aligning team with leadership objectives and organizational vision. Consistently achieving high customer satisfaction through a steadfast commitment to business and operational excellence. Providing hands-on technical expertise across multiple technology areas, adeptly resolving complex technical problems to enhance overall service delivery.
Overview
1
1
Certification
23
23
years of professional experience
Work History
HTTS Delivery Manager, Enterprise Wireless
Cisco Systems
RTP, NC
08.2020 - 05.2026
- Led service delivery to high value customers, driving business impacting escalation/outages and achieving the highest Customer Satisfaction Score (CSAT) of 96% quarter over quarter.
- Led new HTTS/Signature customers onboarding activities, delivering presentations on the new signature offers and best-practices resulting in 6 large customers onboarded successfully in FY26.
- Managed customer experience delivery for HTTS/Signature offers, ensuring alignment with customer expectations and enhancing overall satisfaction.
- Established and maintained relationships with large high-value customers, fostering trust and engagement to drive long-term partnerships.
- Led strategic cross-functional activities on behalf of Wireless service delivery managers, and Cisco global Technology Owners to promote Wireless specific service delivery best practices and coordinate product feature development.
- Provided hands-on leadership and management of technical support engineers in the Americas region
- Built a high performing team by lifting team performance, resulting in 70% of grade 8 into grade 10, and transforming the team into a talent pipeline for other Cisco critical businesses
- Led AI transformation in AI training leading to 100% adoption of Agentic AI tools for customer case handling and problem resolution.
- Provided leadership to cross-functional teams including account teams, and BU product engineering teams to improve premium service delivery
- Developed and presented to leadership the Quarterly Business Review Enterprise segment team performance metrics, milestones, opportunities and business challenges
Team Leader, Technical Consulting Engineer, Cisco Service Provider Mobility
Cisco
RTP, NC
09.2012 - 08.2020
- Led Mobility Packet Core (4G/5G) service delivery team, supporting mobility services for enterprises, consumers, first-responder soluions.
- Worked with cross-functional teams to deliver technical presentations on troubleshooting and root cause analysis
- Designed and built customer support lab based on Lab-as-a-Service concept to streamline troubleshooting processes.
- Led lab activities for recreating production field related issues, ensuring detailed debugging
Distinguished Member of Technical Staff
Motorola/Google
Marlborough, MA
04.2011 - 09.2012
- Delivered training sessions on IPv6 and related technology to Motorola Mobility customers in North America, Europe, Asia and Latin America, enabling the customers to quickly transition from IPv4 to IPv6 technology.
- Developed Product Functional Requirements for IPv6 software features aligning product capabilities with customer needs and market trends.
- Worked cross-functionally with development engineers to ensure customer requirements are properly implemented in software releases in the roadmap.
- Coordinated patent activities and developed intellectual property with global engineering teams, strengthening Motorola/Google IPv6 innovation and positioning.
Lead Inter-operability Test Engineer
Tekelec/Oracle
Marlborough, MA
03.2010 - 04.2011
- Developed and executed interoperability test plans for Oracle PCRF with third-party mobility gateways – SGSN, SGW, GGSN, PGW – facilitating integration for major carriers like Verizon, Telefonica, and Orange within diverse vendor ecosystems.
- Collaborated with global carriers/MSOs to design customer solutions from validated use cases, ensuring product alignment with specific deployment scenarios for revenue generation.
Principal Software Test Engineer
Enterasys/Extreme Network
Andover, MA
11.2004 - 04.2009
- Led the development and execution of test plans, enhancing product quality, positioning product among first to support IPv6 technology and achieve IPv6 Logo II Certification.
- Conducted IPv6 training sessions for engineering team to enhance understanding of protocols and applications.
- Trained engineering team on various IPv6 projects, ensuring a solid understanding of IPv6 technology.
- Developed and executed validation test plan based on 802.11a/b/g specifications, ensuring high product quality and strengthening company’s competitive edge in consumer and enterprise WIFI markets.
- Implemented and managed large-scale indoor and outdoor WIFI test network, accelerating test efforts and reducing time to market.
Senior Software Test Engineer
Quarry Technologies
Burlington, MA
09.2003 - 10.2004
- Led multivendor interoperability testing, positioning product as a preferred platform in service provider space.
- Led the team in writing and executing tests and validations for MPLS and related protocols: Label Distribution Protocol, LDP, and MP-BGP/MPLS VPN (RFC 2547bis), VPLS, EVPN and Pseudowires, enhancing internal and customer knowledge base.
Education
Master of Science - Telecommunication w/Security
Boston University
MA01-2014
Bachelor of Science - undefined
Makerere University
Kampala, Uganda01-1991
Skills
- Premium customer service delivery and case management
- Customer engagement strategies
- Cross-functional teams and leadership engagement
- High-performance team building
- Oversight of technical support escalation processes
- Business, operational and customer satisfaction metrics
- AI technology adoption and transformation
- Product functional specification development
- Software testing, validation and documentation
Accomplishments
- Improved Customer Satisfaction to 96% quarter over quarter
- Built a high performing team out of early-in-grade and mid-level engineers
- Improved team adoption of AI automation tools to 100%
- IPv6 global training and migration of 45% of Motorola/Google cable customers in APAC
Certification
- AI Strategy, Cornell University
- Applied Machine Learning & AI, Cornell University
- Natural Language Processing with Python, Cornell University
- Cisco SGSN Mobility Specialist
- Cisco GGSN Mobility Specialist
- Cisco EPC Mobility Specialist
- Cisco Mobility Expert
- Cisco IOS XR Specialist
- CCNA-SP
- CCNP-SP
Timeline
HTTS Delivery Manager, Enterprise Wireless
Cisco Systems
08.2020 - 05.2026
Team Leader, Technical Consulting Engineer, Cisco Service Provider Mobility
Cisco
09.2012 - 08.2020
Distinguished Member of Technical Staff
Motorola/Google
04.2011 - 09.2012
Lead Inter-operability Test Engineer
Tekelec/Oracle
03.2010 - 04.2011
Principal Software Test Engineer
Enterasys/Extreme Network
11.2004 - 04.2009
Senior Software Test Engineer
Quarry Technologies
09.2003 - 10.2004
Bachelor of Science - undefined
Makerere University
Master of Science - Telecommunication w/Security
Boston University
CUSTOMER TECHNICAL PUBLICATIONS
- Troubleshooting ASR5000 and ASR5500 Series Hardware, Opio, Joe, 07/2016, http://www.cisco.com/c/en/us/support/docs/wireless/asr-5000/119146-technote-asr-00.html
- ASR5000 Series Impact of SCTP Low Advertised Window, Opio, Joe, 05/2015, http://www.cisco.com/c/en/us/support/docs/wireless/asr-5000-series/118921-asr5k-impact-sctp-m3ua-00.html
- ASR5500 Series MOP for FSC Card Replacement, Opio, Joe, 01/2015, http://www.cisco.com/c/en/us/support/docs/wireless/asr-5500/118748-technote-asr-00.html
- ASR5000/ASR5500 Core File Corruption Due to Compression, Opio, Joe, 01/2015, http://www.cisco.com/c/en/us/support/docs/wireless/asr-5000-series/118747-technote-asr-00.html