Robert Stephens Email & Phone Number

Alexandria, Virginia, United States

• Oversee the configuration, build and audit of USCG data floor racks and network equipment.• Provide solutions for DoD NIPR, and DoD SIPR networks.• Expert at creating detailed design, technical documentation and managing Data Floors using DCIM tools (Sunbird and Trellis)• Provided rapid development for US Coast Guard to have VPN Remote Access monitoring and reporting solution to help with the unprecedented increase in “work from home” customer base.• Coordinated installation and maintenance of servers, networking devices, storage systems etc. • Take weekly server snapshots and request regular file backups using Netbackup in USCG Cloud• ACAS Vulnerability scanning on all servers used by C5ISC• Provision or Destroy Virtual Machines in USCG Cloud via VMWare• Provided Cloud based monitoring services on Palo Alto Networks Virtual Firewall.• Create user accounts, give account access, create Group Policy Objectives (GPOs) via Active Directory• Assist in build, design and maintenance of infrastructure and software for on-premise and cloud environments.

Arlington, Virginia, United States

• Manages the installation of new Cisco switches, routers and servers for the DEA and its field locations• Plans and executes the install, operation, monitoring, and maintenance of computer networks for the DEA (domestically and internationally) as the Project Lead• Performs network refreshes as an NGN (Next Generation Networking) Team Lead• Supervises and assists in enterprise Windows 10 migration for all DEA locations• Owns user access management for all field offices ensuring access to shared files, folders, applications and network printers• Spearheads migration of all MAC addresses for computers and printers from NGN to Cisco ISE (Identity Services Engine)• Oversees VoIP and Wireless Access Point installations

• Manages resource allocation, including support levels, scheduling, and workload distribution, to meet service demands• Identifies training needs and facilitates 1:1 and group training sessions to keep team members up- to-date on best practices• Continuously improves helpdesk processes and procedures to enhance efficiency and service quality• Provides technical expertise and guidance to team members when they encounter complex or unfamiliar issues• Monitors quality control processes to ensure customer issues are resolved per established SLAs• Tracks performance metrics such as ticket volume, resolution times, and customer satisfaction to identify areas for improvement• Troubleshoots Microsoft/Apple based PCs, network copiers and printers • Manages and maintain print server environments.• Manages user On-boarding and setup of Active Directory, Exchange, Office365 and other productivity applications