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Mike Flannagan, CCIE No. 7651, is a Manager in the High Touch Technical Support (HTTS) group at Cisco Systems in Research Triangle Park, NC. Mike joined Cisco in 2000 as a Network Consulting Engineer in Cisco's Advanced Services group where he led the creation and deployment of the QoS Virtual Team. As a member of the QoS VT, Mike was involved with the development of new QoS features for Cisco IOS and developed QoS strategies and implementation guidelines for some of Cisco's largest Enterprise customers. Mike teaches QoS classes and leads design clinics for internal and external audiences.