Stephen H. Email & Phone Number

Perry, Georgia, United States

Chicago, Illinois, United States

CUSTOMER SUPPORT: Communicate complex and sensitive technical issues orally and in writing to technical and non-technical professionals to provide the highest-tier, vendor-level customer support for Cisco Meraki equipment. Utilize advanced problem-solving techniques such as packet capture, Wireshark analysis, and batch data collection via shell scripting for problem analysis. Support and mentor colleagues on Cisco Meraki and Non-Meraki network equipment from previous experience. Utilize attention to detail to track seemingly unrelated problems presented by multiple customers to illuminate trends that are not observed programmatically.POLICY AND PLANNING: Identify topics suitable for entry in the Meraki Knowledge Base and draft articles for submission to the Meraki Documentation team. Recorded several how-to videos for the Meraki Documentation team for switch stack creation and wireless mesh set up https://bit.ly/2QAuPgp , https://bit.ly/2FpG4lp , https://bit.ly/35xiuOa . Identify, report, recreate and document software bugs for submission to the internal software engineering teams.SECURITY: Before building out of the new support lab, I maintained and updated my support lab VMware hosts and resident virtual machines with patches to ensure network stability and to reduce vulnerability exposure.NETWORK SERVICES: Before the new support lab implementation, I fabricated, terminated, and connected wiring for associated infrastructure devices on the support lab network. Utilized active monitoring and alerting solutions to ensure lab network availability during office hours for localized teams. SYSTEMS ADMINISTRATION: Provide assistance to the Meraki support lab manager via Microsoft Server domain administrator-level support for Meraki Support Lab. Assist with implementation, configuration, updating, patching, troubleshooting, and maintaining support lab systems as needed for bug re-creates and support lab infrastructure needs.

Warner Robins Ga

POLICY AND PLANNING: Oversaw Network/Telecom project schedule and coordinated timelines with other departments. Researched, recommended, presented and approved new technologies to promote consistent evolution of the organization's enterprise networking and server-based infrastructures. SECURITY: Ensured all Network/Telecom hardware and software vulnerabilities were addressed and mitigated in a timely fashion. Worked with the internal security auditors via the use of Nessus scanning software to ensure patch levels were accurately tracked. Continued to manage Cisco ASA firewall rule sets. Implemented role based downloadable ACLs for all remote access VPN workers.NETWORK SERVICES/ ENTERPRISE ARCHITECTURE: Managed Network infrastructure of 225 switches, 8 routers, and 7 ASAs over 12 locations serving 5000 end users. Managed Telecom infrastructure of virtualized 5 node CUCM cluster with 3200 devices, 7000 directory numbers and 7 telepresence units. Led campus access switch upgrade project. Planned and executed a project to perform over 350 Cisco access point migrations from 1100 series to newer series APs. Oversaw Ekahau real-time location services site survey and hardware implementation. OPERATING SYSTEMS: Continued to manage Windows Deployment Services server and update legacy golden Windows 7 images. Implemented Microsoft Deployment Toolkit on top of WDS. Created a golden Windows 10 image and wrote PowerShell scripts to automatically install all required software without user intervention. Reduced system deployment times to 21 minutes from 43.SYSTEMS ADMINISTRATION: Managed Telecom infrastructure of virtualized 5 node Cisco Unified Call Manager appliance cluster running on VMware vSphere ESXi 5.5 servers at three geographically diverse locations.CUSTOMER SUPPORT: Provided Tier-3 technical assistance to Network/Telecom and system support teams. Supervised and mentored three Network/Telecom Engineers in day to day activities.

POLICY AND PLANNING: Created/Maintained network documentation and diagrams for Network/Telecom team.SECURITY: Managed firewall rule set for seven Cisco Adaptive Security Appliances. Implemented a firewall to reside between the LAN and WLAN networks to isolate all wireless traffic from the local area network. OPERATING SYSTEMS: Continued to manage Windows Deployment Services server and update golden Windows 7 images. Implemented in place imaging over the network by changing port VLAN with proper authority.NETWORK SERVICES/ ENTERPRISE ARCHITECTURE: Led Cisco Unified Call Manager 8.6 to 11.0 migration from physical servers to virtualized infrastructure. Performed Cisco Wireless Integrated Service Module to 5500 series migration. Planned and executed a project to perform Cisco Catalyst 6k to Nexus 7k migration. Installed, troubleshot, repaired network infrastructure including LAN, WAN, site to site and Client-VPNsSYSTEMS ADMINISTRATION: Led Cisco Access Control Server (ACS) 4 appliance to virtualized ACS 5 appliance migration. Obtained limited access to vCenter server from systems administration to deploy virtual ACS onto the HHC production vSphere farm. Installed ACS 5 and defined all new roles to update to role-based access controls. Led Cisco Wireless Control Server to Prime infrastructure migration. CUSTOMER SUPPORT: Provided Tier-2 technical assistance to Network/Telecom and system support teams. Continued to respond to application performance/operation issues identified by internal business groups. Continued to ensure all requests were handled within SLA in order to sustain customer service thresholds defined by the service desk management.

POLICY AND PLANNING: Created and maintained software documentation for system support technicians.OPERATING SYSTEMS: Installed, configured, and maintained the Microsoft Windows 7 OS environment on all newly procured assets, or any recycled asset after repair. Managed the full project life cycle to implement Microsoft Windows Deployment Services imaging solution for HHC IT owned assets.NETWORK SERVICES/ ENTERPRISE ARCHITECTURE: Assisted the Network team with entry-level networking troubleshooting and cabling tasks. Replaced network gear that had been programmed by a network engineer. Performed basic switch configurations and port re-assignments for VLAN or ACLs. Maintained computer inventory within company asset tracking software. Ensured all assets were tracked completely through destruction with attention to detail to maintain accurate inventory for audits.CUSTOMER SUPPORT: Responded to application performance/operation issues identified by internal business groups. Ensured all requests were handled within SLA to sustain customer service thresholds defined by the service desk management. SELECTED ACCOMPLISHMENTS:Microsoft Deployment Toolkit Implementation: Managed the full project life cycle to implement Microsoft Windows Deployment Services imaging solution for HHC IT owned assets. Created a golden Windows 7 image for the HHC infrastructure team. Provided documentation on system use and maintenance requirements. Imaged 20 lab machines for initial implementation and end-user training. After implementation 1300 IT assets were imaged ahead of schedule and ultimate sunset of previous Microsoft Windows XP OS. Maintained WDS server and system images throughout the life cycle of imaging system implementation.

POLICY AND PLANNING: Developed, implemented and maintained company-wide data protection and a backup plan. Documented backup plan details in the event of the loss of any IT members responsible for the execution of the plan.ENTERPRISE ARCHITECTURE: Developed automatic reports for commonly needed information. Created ad-hoc AS/400 reports for employees and customers on a case by case basis.SYSTEMS ANALYSIS: Developed and delivered functional specification with extreme attention to detail for web-based HD parts catalog to an independent software engineering firm. Collaborated with the firm to develop the final HD parts catalog along with two other sites. APPLICATIONS SOFTWARE: Maintained product labeling application and label designs for compliance with industry standards. Utilized Microsoft Excel and Access to perform industry part number cross-reference research.OPERATING SYSTEMS: Installed, configured, and maintained the Microsoft Windows XP OS environment on all newly procured assets, or any recycled asset after repair.DATA MANAGEMENT: Maintained part pricing database within company AS/400 ERP system, as well as the external front-end and related programming.INTERNET: Maintained web servers & related TCP/IP network child processes for three company websites; Apache, Bind DNS, Perl, PHP, OScommerce and performed Log Analysis. Ensured each web server Linux distribution maintained current security patches and optimal uptime.SYSTEMS ADMINISTRATION: Implemented, configured, updated, patched, troubleshot, and maintained critical IT/Networking infrastructure consisting of five ProLiant servers, two AS/400 mainframes and five managed Nortel switches.CUSTOMER SUPPORT: Fielded all IT/Networking support requests from employees. Piloted a help desk ticketing system to improve customer service.

Master Of Science, Cybersecurity And Information Assurance, Computer And Information Systems Security/Information Assurance

Bachelor Of Science, Information Technology