Eric Graybill Email & Phone Number

Eugene, Or, Us

Manor, Tx, Us

Austin, Tx, Us

• Manages Information Technology projects in a Hybrid methodology for CapMetro’s network domain and application stack. These include Routing and Switching (hardware and software), vmWare infrastructure MACD, Avaya telephony updates and feature adds, and new application deployments• Project controls based in Agile, ITIL and Waterfall best practices, utilizing Servicenow, Planview PPM Pro, Salesforce, Microsoft Sharepoint, Azure and Oracle to ensure projects are completed on time and under budget.• Budgets for projects range from micro-purchasing (<$5k) to full RFQ / public bid processes ($100k+). Administration of contracts with vendors and city / state governance review to ensure best quality directives are available for our project teams and customers.

Newark, California, Us

• I performed configuration and analytics for VOIP, LDAP, Call Center Presence Applications, and PSTN integration to resolve client issues• Utilizing ITIL best practices, assisted with work queue management, issue resolution, and mitigated escalations from lower tier support centers

Atlanta, Ga, Us

• Focused on customer data protection, I was responsible for the secure operation of multiple technology deployments, including user devices, networking, and server infrastructure.• Led Amazon, VMWare, and user device inventory, including version compliance, threat review, location tracking, and break / fix initiatives utilizing Cisco Meraki, Greylog, Palo Alto XDR, Proofpoint, and Tenable Nessus

Austin, Tx, Us

• Successfully delivered multiple LCRA Radio Network projects in an Agile framework, including:• Cisco network design refreshes, focusing on service uptime and security (routers, switches, firewalls, Identity Services Engine, network failover)• Creation + utilization of IBM BigFix automated OS patching best practice (SUSE and CentOS Linux, Windows 8.1, Windows R2)• Deployed multiple SNMP based monitoring services to better maintain, configure, and manage our deployment, including Solarwinds, L3Harris RNM, and Telenium.

I assisted delivery of Forcepoint's Web Proxy Support to multiple B2B and government customers in a 24/7/365 operational team by owning and resolving client issues with our on-premise and CASB based proxy services (HTTPS, PAC, DNS, LDAP, TCP/IP, Encryption, Subnetting, Wireshark)Collaborated with DevOps for debugs, bugfixes, and followup in JIRA

New York, Ny, Us

Promoted to Shift Lead, I provided award-winning governance leadership for 50+ engineers among three global Network Operations Centers. Managed risk, communications, stakeholders, and integration via standup meetings, post-mortems, escalation handling, and outage mitigationRepresented our team in integrated change projects, providing scope management for resources involved in onboarding new customers and servicesOwned quality management, tracked and implemented by SLA requirements based in Mean Time To Resolve, Mean Time to Respond, First Touch Resolution, troubleshooting accuracy, and automation integrationPerformed resource management, including engineer interviews, onboarding, training, scheduling, and performance reviews.

New York, Ny, Us

I administered a 2200+ site retail and corporate logistics integrated data / telephony network via a Cisco-branded global engineering team.Responsible for integration and troubleshooting of route, switch, voice over IP, information security, wireless, and automated alerting heuristicsCollaborated with Local Exchange Carriers and dispatched technicians to provide troubleshooting and installation of WAN technologies, Cisco networks, internal wiring, WiFi Surveys, and customer engagement.

Austin, Tx, Us

I provided ITIL centric oversight of Call Manager infrastructure, Cisco VoIP networking, and security configuration and troubleshootingDeveloped training and case management documentation for internal and external stakeholdersMaintained requirements and integration management via customer standup meetings, change requests, and escalation procedure

San Jose, Ca, Us

I assisted in managing Cisco's Telepresence RMS NOC, providing issues resolution and escalation standards for multiple executive B2B customersDeveloped and implemented technical and operational governance for VoIP, Video, and Data networking infrastructuresOwned quality management, tracked and implemented by SLA requirements based in Mean Time To Resolve, Mean Time to Respond, Customer Satisfaction scoring, troubleshooting accuracy, and escalation procedurePerformed resource management, including engineer interviews, onboarding, training, scheduling, and performance reviews.

San Jose, Ca, Us

•Supports Telepresence Video Conferencing endpoints for Fortune 500 executives via phone and Remedy ticketing.•Cisco switches, routers, VoIP gateways, Call Managers, plasma displays, microphones, speakers, cabling (HDMI and Cat5e), 1080p Cameras, IP phones, Fedora Linux, Windows Server 2003, CUCM configuration GUI, Cisco SDM, Cisco IOS •Aids in problem isolation and technical assistance requests via phone, email, and WebEx clients in order to physically troubleshoot remote devices.

Dallas, Tx, Us

•AT&T Wifi Services ISP troubleshooting efforts included Wifi coverage surveys, Linux Server WAN IPv4 Renumbers, Debian Linux router configuration, approval of technician dispatches and releases, last mile carrier engagement, equipment replacement•Lead outage procedures during larger-scale network events, including stakeholder engagement, risk assessment and response•Provides OPA updates to management and affected customer NOCs

Dallas, Tx, Us

•Works with WAN circuit providers to locate and resolve transport issues•Includes T1, ADSL, IDSL, Frame Relay, ATM, 33k / 56k OOB service•Performs network health tests to ensure continued quality connectivity to customer equipment.•Includes: Bandwidth tests, WiFi / RF interference tests via NetStumbler output, Cisco 802.11a/b/g WAPs management, Wireshark / TCPdump logging, DHCP, SNMP, GRE Tunnel Server management and configuration checks, and VLAN / SSID administration

Associate Of Science (A.S.), Network And System Administration

High School, Computer Science, General Ed