David Stahl

• Provided New User Support with onboarding.
• Provided Existing desktop and mobile users with software and configuration support for around 500+ users localized.
• Provided Bring up support for Mobilized Tents for Applicants submit Applications.
• Provided Daily Mobile Support to Mangers within Bring Up of Tents for Applicants.
• Provided and executed network changes within Telecom Communication Rooms (Secure Interagency Connectivity ).
• Executed Network Port Additions and Coaxial End Point Drop's.
• Provided Network Assistance to higher compartmentalized Support Teams.Provided New User Support with onboarding.
• Provided Existing desktop and mobile users with software and configuration support for around 500+ users localized.
• Provided Bring up support for Mobilized Tents for Applicants submit Applications.
• Provided Daily Mobile Support to Mangers within Bring Up of Tents for Applicants. Provided and executed network changes within Telecom Communication Rooms.
• Executed Network Port Additions and Coaxial End Point Drop's. Provided Network Assistance to higher compartmentalized Support Teams.

• Supervised daily operations and team activities for optimal workflow efficiency.
• Trained junior IT (Unqualified Staff ) technicians on equipment use and safety protocols.
• Implemented quality control measures to maintain service standards.
• Documented service records and maintenance logs for compliance purposes.
• Facilitated communication between departments to enhance teamwork and project outcomes.
• Collaborated with management to improve operational processes and procedures.
• Fostered relationships with internal and external customers.
• Recommended corrective and preventive actions to boost product reliability.
• Validated adherence to best practices, quality standards and customer specifications.
• Monitored the performance of computer networks, servers, WLAN, and other related equipment.
• Developed scripts using PowerShell or Bash to automate routine tasks.
• Prepared handouts, agendas, scripts, and other related materials as needed.
• Developed and maintained production monitoring scripts.
• Programmed testing scripts and edited code in and languages (Java Script, Python )
• Created scripts to automate the merging process when possible.

• Managed IT infrastructure projects to enhance operational efficiency across departments.
• Coordinated disaster recovery plans ensuring data integrity and system availability.
• Supervised IT staff, providing training and support for technical issues.
• Developed IT policies and procedures aligned with federal regulations and best practices.
• Collaborated with stakeholders to identify technology needs and solutions.
• Developed and implemented IT policies and procedures to ensure compliance with industry standards.
• Managed the installation, configuration, maintenance, and troubleshooting of network systems.
• Kept project teams on-task with proactive control of budgets, schedules and scopes.
• Coordinated disaster recovery plans to minimize downtime during system outages or malfunctions.
• Developed and maintained processes and technology roadmap to achieve business objectives.
• Procured IT resources for strategic and operational computing requirements.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Completed day-to-day duties accurately and efficiently.

• Provided technical support to users across various departments.
• Managed IT equipment inventory and procurement processes efficiently.
• Monitored system performance to identify potential improvements or upgrades.
• Maintained inventory of all IT equipment and supplies in use by the organization.
• Created user accounts, set up permissions, and monitored system security.
• Conducted regular maintenance checks on computers, servers, and other IT equipment.
• Developed documentation related to IT policies, processes, standards.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
• Used remote login tools to assist clients with technical and product questions.
• Documented customer complaints and inquiries for use in technical documentation and bug tracking.
• Handled customer service issues by providing guidance or escalating for advanced support.

• Provided technical support for disaster recovery systems and operations.
• Managed user accounts and access permissions for FEMA software applications.
• Installed operating systems, applications, patches, updates. as needed.
• Coordinated with vendors to procure necessary technology resources for projects.
• Maintained inventory of all IT equipment and supplies in use by the organization.
• Set up local area networks and wide area networks.
• Investigated system errors to determine root cause of issue and implement solutions accordingly.
• Assisted in the implementation of new technologies and systems to improve efficiency.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

Supported internal staff and OGA with.mers with localized reported issues, PVI Card issues, Assigned AD Groups, Maintained Mailing Distribution lists.

• Collaborated with team members on IT projects to enhance operational efficiency.
• Responded promptly to help desk tickets, resolving issues in a timely manner.
• Maintained an inventory of all IT equipment and supplies in use by the organization at our DR4697-MS.
• Installed and configured software applications to meet user needs efficiently.
• Built out 4 Call centers with phones, ran network cabling Cat5E, assisted with voicemail box settings on the CCME. Call Forwarding and Hunt Group setups,

• Supporting Field Staff on South West Border Project 01/04/2023 - 02/16/2023

• Supporting internal staff globally with hardware and all software issues remotely.
• Remote support using commonly known remote enterprise software.
• Supported Smart Card issues as well as Token issues with Active Directory.
• Validated callers before resettting there passwords, as well as assisted OGA users with login issues / VPN connectivity issues.
• Supporting end users in remotely setting up iPhones and iPad with the MDM Software.

• Due to the nature of what i had found, i am not allowed to disclose this findings

• Tier 1 Support from 7am to 4pm, Including the following messaging services. Phone calls , Emails, Slack , Teams
• Resolved Level 1 technical issues with software, hardware and peripherals.
• Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
• Responded to 250+ individual tickets every week to provide end-user support on Windows Based Systems and Apple Hardware and Software.
• Deploy JamF Pro Policy's / Configuration Policys to 60+ Apple Laptops.
• Maintain Jamf Pro / Jamf Connect daily,
• Created Jamf Pro / Jamf Connect scripts for automation.
• Documented issues in bug tracking system for reporting.
• Assisted customers with instructional support and product troubleshooting.
• Fielded help desk customer questions and fulfilled requests.
• Opened service tickets for clients, documenting user information and description of problem.
• Supported customers with password resets and account customization.
• Initiated shipments to send equipment to clients and tracked return shipments.
• Reviewed current hardware and software and recommended modifications to increase system speed.
• Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
• Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
• Set up new desktop systems ( mac/PC ) and configured laptops for incoming employees, loading required software and active directory permissions.
• Removed malware and viruses from laptops and desktop systems using specialized software.
• Maintained inventory of IT supplies by checking and documenting levels regularly.
• Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
• Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
• Assisted in updating software versions with patches and new installations to close security loopholes and protect users.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
• Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
• Disassembled computer systems to troubleshoot and resolve hardware issues.
• Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
• Determined and alleviated hardware, software and network issues.
• Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
• Evaluated customer account information to assess current issues and determine potential solutions.
• Documented conversations with customers to track requests, problems and solutions.
• Processed employee account changes, using active directory.
• Assisted in active directory security group creations.

• Determined possible point of breach sectors within the company public facing /w proprietary data to unauthorized resources and analyzed past reported data to enhance operations.
• Created Security Office, Designed and Self managed for all product teams, included setting up and deploying test environment compromising of public and alpha level products.
• Created custom nodejs api to interact with slack commands (/), for employee use of looking up RMA Numbers,RMA Reasons, and ZenDesk Tickets.
• Assisted Hackerone Reports, in replicating reports, closed reports, awarded reporters.
• Analyzed system risk to identify and implement appropriate security countermeasures.
• Maintained Public Self composure as company is a publicly traded company.
• Assisted plans to secure computer files against breach, destruction or accidental modification, S3 Buckets, Local File Storage.
• Made recommendations to improve security procedures and systems within internal / external API Services.
• Audited project networks and security systems within each project that is to be going public to help to identify vulnerabilities before product launch.
• Planned / Unplanned executed missions within the company, flying under the radar to find possible attack vectors, during pre stage bring-up and production environment.
• Assisted Remote Network teams around the world with security advise.
• Worked closely with DevOps teams and AWS teams to better understand data that is stored pre-product launch.
• Provided over 2.5 Years of Customer Service Experience. Handled Daily Customer Tickets in Zendesk and online community postings.
• Assisted Sales Department / All Departments with any Product questions that they had.
• Assisted RMA Teams, and Hardware Team, in shipping out new hardware to customers.
• Assisted in custom PCB / BOM materials for SRHLA (Security Related Hardware Level Attacks. )
• Inspected Damaged hardware at the PCB / BOM component level.

• Maintained production network according to company SLAs to fulfill agreed-upon client specifications.
• Secured network systems by establishing and enforcing access control policies
• Colocated Core and Edge Routers within Satcom Direct Datacneter. Worked with local DC and T1 ISP on 1G / 10G Fiber Ring Bringup ( Level 3 )
• Assisted various departments in maintaining network security and configured remote routers and firewalls.
• Effectively managed variety of mission-critical network tasks, which included vulnerability and application patching, data backups and network configurations by employing Jenkins Tasks, CI
• Optimized, improved, expanded and upgraded network capabilities and connectivity through network monitoring tools.
• Maximized network availability and performance by monitoring, troubleshooting, resolving outages and scheduling upgrades.
• Deployed and managed NGINX proxy caching service for the head end of the network, This Service was self built from OSS and Custom Automation Scripts.
• Deployed Sub NGINX caching proxy's at downstream PoP locations. This Prevented the entire links from being fully saturated during such releases.
• Researched network technology trends and compared to existing architecture to present useful improvement suggestions to clients.
• Performed and documented runbook network operations using step-by-step decision trees.
• Interfaced with line providers ( Level 3 , SatCom Direct ) to design, order, install and maintain communications links.
• Deploy'd Ubiquiti AF24, Ubiquiti AF5 Backhaul links.
• Deploy'd Edge Routers with BGP/ OSPF for backhaul networks and customer facing networks.
• Assigned ASN Numbers, Public / Private
• Employed BlackBox and Enterprise firewalls to safeguard network security and block unauthorized access to internal networks, as well as deployed custom DDoS Prevention Proxy BGP Automation Route Detection System.
• Investigated live network traffic for voice calls, E911 Support / E911Trunking.
• Tracked network and telephony devices for performance and load threshold metering.
• Maintained E911 Traffic across boarder gateways to ensure traffic was prioritizes going out egress ports.
• Installed and maintained clustered Asterisk PBX System for business clients.
• Provided Link for Super Boat International event in cocoa beach,fl , and maintained QOS during event time frame.
• Successfully deployed server overhaul of both wired and wireless networks for Business Clients locations, completing project within anticipated deadline.
• Reviewed Traffic system logs to determine usage levels, bandwidth, performance, and system security to target inefficiencies and implement appropriate solutions.
• Headed performance and capacity planning by auditing, monitoring, analyzing and reconfiguring network environments for future scalability and to improve network performance.
• Determined which network devices, including firewalls, routers, switches and wireless access points were malfunctioning, immediately applying troubleshooting methods for resolution to customer facing router access ports.
• Configured network equipment for installations, performed lifecycle refreshes and performed post-installation testing for turnkey customers.
• Monitored and performed hardware and software upgrades to network servers, including operating systems and applications within the company.
• Planned, designed, engineered and supported changes to the mission-critical voice, video and data network to provide flawless service to 800+ users.
• Ensured that all hardware and peripherals were in proper working order at all times with using monitoring SNMP / Graphing OSS.
• Manage Active Directory Users, Define roles, GPO,
• Manage Synology NAS Backup Solution, Replication to Master Node.
• Manage Windows Server Environment, Customer Deployments.

• Laid out cabling plans and ran through buildings to desired locations.
• Coordinated trunk testing with phone vendors to troubleshoot possible problems.
• Continuously applied quality-improvement methodologies to improve work processes.
• Assisted in network overhauls in a group of 68 county schools
• Installed, set up and repaired devices and system components.
• Read and interpreted technical documentation in order to accurately configure equipment.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
• Demonstrated self-reliance by meeting and exceeding workflow needs.
• Improved operations by working with team members and customers to find workable solutions.
• Performed site evaluations, customer surveys and team audits.
• Terminated RJ-45 jacks, Certified Cat5E cables to strick standards set by Brevard County Schools. Also includes Terminating Fiber SM, MM, to custom patch panels,
• Supported on site mail server, Windows Server 2012, Active Directory Account Creation.
• Deployed Motorola wireless access points at marriott hotels, Deploy'd Ubiquiti Account points for Days inn hotel in cocoa beach.
• Provided Assistance to onsite tech with networking support and assisted in pulling miles of fiber throughout the properties.

• Set daily and weekly cleaning and equipment maintenance schedules.
• Processed accurate and timely payments for every delivery.
• Performed detailed vehicle inspections before and after deliveries.
• Loaded trucks with wide range of components, products and packages.
• Delivered Coke-a-cola products and other competitor's products to customers and completed efficient setups.
• Kept detailed records of fuel use and fillings for company records.
• Maintained records such as vehicle logs, records of cargo, or billing statements in accordance with regulations
• Maintained safe driving habits to protect property and general public on roadways.
• Responded quickly to customer complaints and gathered all pertinent information to make educated decisions for remediation.
• Used pallet jack , yale forklift equipment to assist with loading and unloading vehicles and properly securing items for long road trips.
• Planned efficient routes and adjusted strategies based on current weather and traffic information.
• Loaded, balanced and secured product to safely transport goods per FDOT.
• Established long-term relationships with customers by promoting great service and engagement skills and quickly resolving issues.
• Established relationships with customers through use of interpersonal, active listening and inquiry response skills.

January 2012

• Relocated and Installed 600 Avaya Phones networked systems into different pod groups.
• Made sure every system was able to reach the internal server at JPChase over VPN
• Made sure every phone was able to connect to the in-house PBX Server.

• Point Of Sales Support, Tech Support.
• Provided Remote Installations of Mircos POS for Micros Orlando FL.
• Reprogrammed Menus, Set Login ID's, Set Passwords up, Networked Systems through existing infrastructure.
• Rewired Venue ( Cat5e ) to be compliant with current POS Visa, Master Card, Network Regulations.
• Installed Remote Video Camera Systems.
• Removed existing Coaxial & Rewired venue with higher grade cable to prevent video degradation.
• Installed Venues Backhaul Cabling for Central Sound System & Touch Tunes.

• Contacted customers via phone and email to confirm deliveries and follow up with inquiries.
• Handled customer service issues by professionally answering customers' questions and inquiries.
• Helped staff members manage workflow by organizing, maintaining and gathering documents and digital files for different types of orders.
• Setup and unload simi-trucks of products valuing over 1mil+ daily value.
• Supported Local Inventory teams, making sure all products are accounted for.
• Upheld client confidentiality by maintaining strict procedures.
• Guided administrative and professional staff through computer and software problems.
• Supported Local Network team in location rewire of cat5e, punch down and setup patch panels.
• Maintained Legacy Nortel PBX System for local station.
• Tracked warehouse contents continually, maintained constant awareness of stock levels.

• Tracked warehouse contents continually, maintained constant awareness of stock levels and performed formal inventory review of parts stock.
• Repaired All iPhone devices,
• Data Recovery from customers devices.
• Data restore back to new device if current device was not repairable.
• Assisted in store sales, handled money.
• Performed timely repairs on customers device, if customer wanted their device back quicker their was a "bump fee" Installed, Ghosted, Removed ,Cleaned customers IDevice, Computer, Ordered Repair stock daily.
• Provided Over The Phone Support with VNC connecting helping customers setup Printers, Install Drivers for requested device installs.