Karen McFadzen is Vice President, of Technical Support for Cisco Services Asia Pacific at Cisco Systems, the worldwide leader of networking for the Internet. Karen leads the Cisco Technical Support capability in the Asia Pacific region which provides 24 hour award winning technical support services for Cisco product and technologies to customers and partners worldwide. Karen joined Cisco in September 2000 and has held a number of senior management positions in the Asia Pacific Technical Support team. Her key areas of focus and achievement include: Diversity - Winner of the Australian 2005 National Multicultural Marketing Awards in two categories: Commercial Big Business category and the Grand Award. Customer Satisfaction - Continuing to grow customer satisfaction to a level where the team has achieved high acclaim and preference from its global customers. Process Improvement - Awarded the "2004 Kepner-Tregoe International Process Achievement Award" and in 2003 won the Gold Award from ITSMA* for "Strengthening Customer Loyalty" through the Timely Resolution Improvement Project. Technical Excellence - More than 40 percent of Cisco Asia Pacific technical support engineers hold CCIEŽ certifications, compared to 16 percent in July 2001. With over 15 years of management and leadership experience gained in both business and in the Australian Armed Forces, Karen has held a number of diverse roles including Peace Keeping in Bougainville through to the role of Deputy Director Electronic Warfare Systems. She holds a Bachelor of Electrical Engineering from the University of New South Wales, Australia, a Masters of Science, Systems Engineering from Cranfield University, UK and is a graduate of the Australian Defence Force Academy and Royal Military College, Duntroon. Karen enjoys traditional rock climbing, has completed several half marathons and enjoys middle distance running. She lives in Sydney with her husband John who are both avid Wallabies supporters. *ITSMA - Information Technology Services Marketing Association |
