Gregory Short Email & Phone Number

Plano, Texas, United States

Draper, Utah

• Diagnose and solve complex software, hardware, and networking issues. • Participate and provide feedback to product design and technical reviews relating to new features and enhancements. • Works with cross-functional organizations to solve complex technical problems and follow reported problems through to resolution. • Create technical action plans for analyzing and resolving customer issues. • Document all customer interactions and resolutions in the existing case management and knowledge-based systems. • Create clear and concise documentation in the form of case management notes, technical tips, and knowledge base articles. Symantec KCS (Knowledge-Centered Services) certified.• Provide technical assistance to internal and external customers and partners• Utilize case management tools and provide case monitoring, status updates, documentation, and notifications to customers.• Use available support tools to diagnose and resolve product and technical issues.• Work with Customer Systems Engineers and Engineering groups to resolve customer issues.• Special Team Projectso CRM Deployment & Documentation Team Leado KCS KDE (Knowledge-Centered Service – Domain Expert) o Designated/Back-up Designated Engineer for many US Government organizations

Sandy, Ut

Improved stability and security of the main campuses networks and added four additional remote locations through Fortinet Firewalls and Virtual Private Networks (VPNs).PCI & ISO 27001, California Privacy Regulations for Network, System & e-commerce's complianceDeployment and management of several software solutions including Microsoft Active Directory, Office 365, SharePoint, Microsoft Teams and Workfront asset proofing solution. Managed a six-man team (two Local Developers, two Developers based in India and two systems/helpdesk personnel) through a combination of Harvest Time Track, Asana Project Management, Confluence Collaboration Software, and Spiceworks Network Management.Worked with Division & Department heads, as well as team leaders to find ways to improve or automate manual processes.Developed an Emergency Disaster Plan (EDP) for services both internal and cloud-based.Migrated from the company’s current IP based phone system to a more robust system that can support better reporting for the call center.Planned, deployed, and oversaw management of Phone System, File & Print services, internal and external network infrastructure, disaster recovery, virtual Azure cloud network, etc.Worked with the Accounting department to build an IT Accounting GL Structure to ensure the ability to capture and report cost-benefit information.Provided project management for internal programs as well as E-Commerce sites for external clients. Worked to successfully setup and deploy Point of Sales (P.O.S.) systems and internet for four separate conventions ranging in size from 800-25,000 attendants.

Lehi, Utah

Windows Administration (Windows Server 2012, Windows 10 and previous versions)Microsoft SQLProficient in TCP/IP implementation and design.

Fe Warren Afb

Lead administrator origianlly brought on to help move multiple exsisting Novell networks to a single Microsoft Domain. After the project was completed I was added to a contract to take over the server administration of the NCC (Network Control Center). This included support for Exchange server, domain controllers, desktop support, backup systems, Cisco Network, etc...