Stephen Gilmer Email & Phone Number

Summerville, Sc, Us

Charleston, South Carolina Area

Team Leadership, IT Service Management, and Team Leadership: Direct a team of 6 SME engineers to assess systems and deliver IT fitness evaluation to 70 clients annually. Develop targeted product solutions—such as Azure managed service, SMB DR, Easy Data Protection (EDP)—to meet client needs. Pre-Sales Technical Consulting and Client Onboarding: Manage pre-sales and onboarding of 200 clients annually, providing a detailed technical explanation of recommended products and services.Information Security and Security Policy: Create technology security policies to safeguard client systems, including an Azure data protection policy outlining configurations (data encryption, multifactor authentication, and logging).Training, Microsoft Azure, and Veeam: Train and coach staff on product/service best practices and client implementations, including Veeam cloud backup solution, Azure managed service, and Azure data protection.Training Program Development and Technology Education: Implement training programs for cross-functional staff to increase operational knowledge and drive sales growth. This includes leading an IT 101 class for nontechnical staff.IT Strategy and Emerging Technologies: Monitor emerging technologies and recommend new configurations to management. For example, identified best proactive configurations for Azure managed service and Amazon Web Services (AWS). Process Optimization and IT Service Delivery: Identify opportunities to streamline operations and develop optimized processes, such as eliminating 100’s of false alerts at client service desk.Backup Solutions and Data Security: Developed Veeam cloud backup solution to secure local and cloud client data, producing cost-effective product that aligned with client requirements.Information Security and Managed Services: Designed Azure managed service solution to facilitate client migration and configured implementations to meet security best practices. This solution led to significant cost savings.

Charleston, South Carolina Area

Team Leadership, IT Service Management, and Team Leadership: Direct a team of 4 engineers to assess systems and deliver IT fitness evaluation to 70 clients annually. Develop targeted product solutions—such as Azure managed service, SMB DR and Easy Data Protection—to meet client needs. Pre-Sales Technical Consulting and Client Onboarding: Manage pre-sales and onboarding of 200 clients annually, providing a detailed technical explanation of recommended products and services.Information Security and Security Policy: Create technology security policies to safeguard client systems, including an Azure data protection policy outlining configurations (data encryption, multifactor authentication, and logging).Training, Microsoft Azure, and Veeam: Train and coach staff on product/service best practices and client implementations, including Veeam cloud backup solution, Azure managed service, and Azure data protection.Training Program Development and Technology Education: Implement training programs for cross-functional staff to increase operational knowledge and drive sales growth. This includes leading an IT 101 class for nontechnical staff.IT Strategy and Emerging Technologies: Monitor emerging technologies and recommend new configurations to management. For example, identified best proactive configurations for Azure managed service and Amazon Web Services (AWS). Process Optimization and IT Service Delivery: Identify opportunities to streamline operations and develop optimized processes, such as eliminating 100’s of false alerts at client service desk.Backup Solutions and Data Security: Developed Veeam cloud backup solution to secure local and cloud client data, producing cost-effective product that aligned with client requirements.Information Security and Managed Services: Designed Azure managed service solution to facilitate client migration and configured implementations to meet security best practices. This solution led to significant cost savings.

Chantilly, Virginia

Provided Service Deliver Manager Role Duties while the company looked for some one to fulfill this roleHandled all client escalations that came in from the Service Desk, C Level's and client success teams and directly from clients themselves. Managed and reported on all SLA's, call stats for the call agents and engineers, reported on all Ticket stats for over 55 engineersTrained and assisted new Service Delivery Manager to fill the Service Delivery Manager RoleReported directly to the CTO of CWPS and regularly answered to the CEO of the companyWorked to help develop and manage all process and procedures in the Service Desk

Chantilly, Virginia

IT Leadership and Service Desk Management: Oversaw expansion of service desk from 6 engineers to 45, increasing capacity to support 200 client environments.Customer Support and IT Service Delivery: Directed 45 engineers in client support activities, developing call statistics, producing ticket resolution reports, and delivering actionable information to senior management.Performance Management and Staff Scheduling: Monitored engineer performance and reported achievements while handling human resource functions and scheduling of 24-hour shifts.Technical Training and Staff Development: Led engineers through professional development process by supporting ongoing technical training and attainment of key certifications.SOP Development and Process Creation: Established all service desk processes and standard operating procedures (SOPs) for Tier I to Tier III support, formalizing system and communicating troubleshooting best practices to staff.Program Development and Talent Developer: Developed internship program to identify emerging talent, creating a pipeline of junior technicians/engineers and driving cost savings for the service desk.

Team Leadership and Application Architecture: Served as escalation engineer for team of 10 staff, supporting 50+ clients with over 3,000 nodes. In addition, oversaw architecture development of cloud backup solution.Technical Training: Developed training program for service desk staff and supported achievement of certifications in key technical areas.Technical Support: Provided technical support for exchange mail servers, domain controllers, and application servers of 75 clients, ensuring ongoing assistance and proactive configurations.System Maintenance and Client Issue Resolution: Oversaw maintenance of NetApp environments at 30 client sites, promptly resolving issues and enhancing client satisfaction/retention.Technology Solution Delivery: Managed deployment of servers and virtual machines to 30 client sites, providing onsite technical direction and seamlessly implementing solutions.VMWare and On-Site Services: Delivered support to 30 clients in VMware 3.5 and 5.0 environments, visiting sites to implement configurations and provide ongoing maintenance.

• Deployed more than 600 Microsoft Windows 2003 servers and three Active Directory domains, including all standard services such as DNS and DHCP• Managed NetScreen firewalls• Handled procurement of all hardware to include firewalls, servers and workstations, routers and switches, as well as additional data center space, cross-connects and WAN circuits• Handled all troubleshooting of Microsoft Windows 2003 servers, Foundry and Cisco switches, NetScreen Firewalls, Aruba Networks wireless equipment and Juniper SSL VPN hardware• Oversaw the deployment of new clients architectures• Tested and benchmarked different hardware configurations and RAID sets for best performance in regards to specific proprietary software requirements• Worked with Ubuntu and CentOS servers to configure and support VMWare Server and virtual machines, Apache web servers utilizing proprietary data collection software, SSH and SFTP, Samba and VNC services• Supported multi server Nagios monitoring solution for monitoring of Microsoft and Linux servers, as well as monitoring of Cisco, Juniper and Foundry network equipment utilizing SNMP • Configured and supported HP Rapid Deployment Process using Alteris Deployment Solution• Fully supported 24x7 high availability production server environment and network infrastructure• Supported backup of client systems to include offsite disk backups of hundreds of terabytes of data, and archival of on-disk backups to tape media for offsite storage • Interview and provided evaluations of all new team candidates• Assisted in documentation of standard operating procedures and disaster recovery plans, and was personally responsible for the creation and execution of several of these procedures• Acted as technical and procedural advisor to help desk staff• Configured HP and Cannon printers

• Co-founder of the legal entity On Demand Computer Services, Inc. with a primary focus on on-site repair and maintenance for home and small to mid-sized companies.• Worked with partner to create a detailed business plan, company relationships with various venders from hardware and software manufacturers to disaster recovery experts that specialize in the recovery of data from damaged disks. • Setup the company infrastructure from credit card processing to company email accounts. Also setup a corporate web site.• Acted as primary technical lead in charge of all client contacts from sales to implementation. • Implemented several business solutions for clients such as Flashback Cafe, Mind Seeker Recruiting, and Chick’s Restaurant. • Performed disaster recovery tasks for several clients, assisted clients in setting up a backup solution that met their needs and budget, implemented point of sales software that managed a client's accounting, inventory and sales needs and performed security analysis on all clients' networks and computers.• Setup network services for a number of home networks including Windows file and printing services, Unix NFS and Samba file shares, IIS Web servers and SOHO firewalls and routers.

• Responsible for the maintenance of one hundred computers and six servers in eight locations.• Implemented The Company firewall configuration and maintenance.• Performed all company backups using Veritas backup and NT backups in all eight locations.• Company liaison for all relationships and accounts with software and hardware venders.• In charge of all technical purchases for the company while employed with Eastern’s Auto.• Solely responsible for all troubleshooting on a range of operating systems including Windows 98, Windows NT, Windows 2000, and Windows XP.• Planned corporate network with Frame Relay and T1 in a hub-and-spoke network architecture.• Created technical documentation including network flow charts for each location, in addition to disaster recovery plans for critical servers. • Supported client/server Dealer Management System for sales, vehicle inventory, and customer information in all four locations.

• Solely responsible for the implementation and troubleshooting of hardware to include Dell servers, Cisco Local Direct load balancing equipment, and NetScreen 10 firewall.• Responsible for DSL connectivity, Remote Access Server, Windows 2000 SQL Cluster, SQL 7.0 databases, staging and development environments.• Administered Microsoft Exchange Server 5.5 SP 2.• Performed load test production environment and staging environment using Mercury Interactive Astra LoadTest, Mercury Interactive TestDirector.• Monitored distributed internet server arrays and network performance.

• Migrated co-location facilities and co-located client hardware from Annandale, Virginia to Exodus data-center in Sterling, Virginia. • Responsible for the performance and upgrading of co-located client web servers, specializing in OneSoft’s OneCommerce System version 2.0 and up.• Supported Cisco 2900 switches, Foundry Networks Server Iron and BigIP F5 load balancers.• Responsible for code migrations, and database implementation to staging and production environments, testing functionality and providing quality assurance.• Completed the design, development and installation of a rapid deployment application server solution for virtual server hosting and designed and built an enterprise-class hosted server solution operating on Windows 2000 and Windows Advanced Server 2000.• Kept abreast of required tasks, presentations, and training; read reports; coordinated and attended meetings; wrote reviews concerning the latest development within a given task; and provided reports as required.

• Migrated co-location facilities and co-located client hardware from Annandale, Virginia to Exodus data-center in Sterling, Virginia. • Responsible for the performance and upgrading of co-located client web servers, specializing in OneSoft’s OneCommerce System version 2.0 and up.• Supported Cisco 2900 switches, Foundry Networks Server Iron and BigIP F5 load balancers.• Responsible for code migrations, and database implementation to staging and production environments, testing functionality and providing quality assurance.• Completed the design, development and installation of a rapid deployment application server solution for virtual server hosting and designed and built an enterprise-class hosted server solution operating on Windows 2000 and Windows Advanced Server 2000.• Kept abreast of required tasks, presentations, and training; read reports; coordinated and attended meetings; wrote reviews concerning the latest development within a given task; and provided reports as required.

• Maintenance and monitoring of network tools such as NetIQ AppManager, IPSentry and MRTG. • Responsible for network backups to tape media utilizing NT Backup, ArcServeIT and LiveVault.• Completed the design, development and installation of a rapid deployment application server solution for virtual server hosting and designed and built an enterprise-class hosted server solution operating on Windows 2000 and Windows Advanced Server 2000.• Acted as a mail administrator responsible for the administration of a corporate mail server running Microsoft Exchange Server 5.5 utilizing SMTP, IMAP, and POP3 in support of web based clients.• Responsible for staff’s daily tasks.• Trained new staff members.

Mcp, Microsoft Windows 2000 Training

Microsoft Certified Professional MCP ID: 1895606 Internetworking with Microsoft® TCP/IP on Microsoft® Windows NT™ 4.0

Asigra Cloud Backup

Level1 and Level2 Traing Classes