Shawn Stark Email and Phone Number

Diagnosed and resolved critical redundancy gaps in the production network, ensuring high availability.Implemented advanced monitoring using Zabbix, establishing baselines and proactive anomaly alerts.Streamlined operations by creating comprehensive network diagrams and standardized workflow documentation.

Serving as the scripting and automation SME for the federal network infrastructure team.Primary Accomplishments:Automated the processing of PPSM (Ports Protocols and Service Management) spreadsheets, reducing, and in many cases eliminating processing time for the infrastructure team and aiding multiple teams across the federal region in troubleshooting efforts.Created automation script to aid other teams in moving their own servers between networks, dramatically boosting their service delivery time while freeing infrastructure engineers up for other tasks.Created automated monitoring of CRC errors on ACI interfaces, allowing the federal network infrastructure team to be proactive in identifying issues before they impact service delivery.Mentored several new associates.Improved service delivery times, with a 98.63% on-time percentage in 2021, and balanced workloads across the federal network infrastructure team, using automation capabilities in Remedy by creating, maintaining, and running a ticket assignment system. Supported Cerner’s Federal contract with heavy engagement in wave rollouts to multiple sites for both the DoD and VA contracts.

Serving as the scripting and automation SME for the federal network infrastructure team.Primary Accomplishments:Created in-house access-list verification application for the federal region, saving countless working hours for the federal infrastructure team, in several key areas, such as service delivery, quality control, and troubleshooting.Collaborated with other teams to expand the access-list verification application across the federal region, drastically reducing, and sometimes eliminating, service delivery time and troubleshooting for multiple teams. The use of this application is now widespread and far-reaching.Increased awareness and response time by creating an automated ping monitoring script for use during routine maintenance. Created, managed, and maintained templates and baseline scripts to ensure configuration uniformity, in addition to STIG (Security Technical Implementation Guide) compliance, across the network infrastructure.Recognized and awarded by leadership for efforts in federal ATO (Authorization to Operate) audits.

• Work on first ever client-specific security support team within the origination, setting the standard for similar teams.• Authored several technical documents for use in the team’s knowledge base.• Provide troubleshooting, support, and product research in a call center environment.• Open, update, and track trouble issues via the Service Now ticketing system.

As a Tier 1 Service Desk Support Analyst I work in the Network Operations Center for Blue Cross and Blue Shield of Kansas City. I am responsible for first level end user support for Blue Cross and Blue Shield employees. I use tools such as Active Directory, Remote Assistance, and VMWare to assist end users with password resets, configuration troubleshooting, and connectivity issues, as well as other various needs involving Blue Cross and Blue Shield’s proprietary software.

As an intern for the DeVry University IT Helpdesk I used the Remedy ticketing system to provide first level support for faculty and students. Support was provided on the phone as well as in person for both hardware and software issues. Other duties included general maintenance and inventory of over 100 on-campus computers, moving computers from one classroom to another and ensuring network connectivity, and the setup of visual/audio equipment and software for campus events.

As a laptop technician my primary responsibilities included the testing, diagnosing, troubleshooting, and repair of Panasonic Toughbook laptops. Repairs commonly required complete teardown and rebuild. Software issues were resolved with a reimage at the customer’s request.