Robert Sherwin Email & Phone Number

Rtp, Nc

- Lead for Cisco Secure Email products and Cisco XDR, driving product development, engineering, and support.- Write, develop, and deliver presentations to a global audience at key internal and external events.- Distinguished Speaker (multiple times) at Cisco Live!- Create and publish white papers, blogs, demos, and videos directly related to product updates, new features, and collaborations.- Admin and Author of docs.ces.cisco.com- Customer, Partner, Re-seller specific training, education, and knowledge sharing

Rtp, Nc

- Cisco email security solutions, engineering, and support- Technical support for email security and content solutions - including network, software, and hardware level issues- Created dynamic knowledge base and partner-oriented materials and presentations, customer-facing best practices, and day-to-day operational solutions- Business Unit and Engineering liaison, working with global engineers to help deliver services and software.- Global Beta Lead of ten support engineers covering up to 25 customers per program- I led the training program and start-up launch of the Global Partner (IBM) support team in Sofia, Bulgaria.- Presenter Cisco Live! 2013, 2017- Technical Leader for collaboration, escalation engagements, and documentation with Cisco Advanced Malware Protection (AMP)- Cisco Support Community Global moderator, email security specific - managing both moderators and team community members across four geo-locations- Key contributor and lead on externalization for knowledge base articles - working old published customer-facing documentation and moving these through to an updated repository within Cisco's ability to publish externally- A vital member of the content creation and migration team who worked with global peers to help grow, retain, and educate both internally at Cisco and externally globally

Rtp, Nc

- Technical support for diagnosing, reproducing, and fixing data storage software and hardware issues, focusing on Data Protection products- Troubleshooting protocols running on NetApp hardware, assisting customers with problem isolation and resolution- Researching customer issues and direct follow-up with recommendations, best practices, and action plans

- Performed system and network administration for a 250-server, 5,500-square-foot data center supporting 1.4 million customers throughout the Carolinas- Delivered 24x7 support for mission-critical servers, software, and hardware, including server/application implementation, racking, networking, configuration, jumpstarting, and production deployment and post-production engineering, patching, updating, monitoring, replacement, and decommissioning- Managed daily trouble ticket resolution, DNS administration, IP space implementation, and weekly corporate-wide system administration conference calls and project deployment team calls- Led hardware load balancing and configuration- Participated in the interview process for new hires and training new employees- Volunteered and participated in field trials for new product deployments, which included documentation writing and validation, submitting bug fixes, and providing production readiness sign-off

- Delivered second- and third-level support to a customer base of 15 top-SLA customers and 250+ standard-SLA customers- Troubleshot and resolved customer server, email, and networking issues.- Performed customer server builds, staging, production, system updates, monitoring, and daily/weekly/monthly backup and DR support.- Developed and communicated in writing customer SOPs for project management, peer and new hire training, and internal communication among cross-functional teams and management to support customer satisfaction and service demands- Directed 6-member backup systems administration team for network operations, including system restores and customer backup solutions tracking- Reviewed and improved customer security, systems administration, and firewall configurations.- Played a key role in migrating and decommissioning all customer-based operations from Morrisville, NC, to Annapolis, MD

- Provided technical support for a global customer base of roughly 50 top-SLA customers- Delivered first-level call center support for network outages, circuit issues, and telephony issues