Richard Everett

Wichita

Summary

Senior IT Support Engineer with 15+ years of experience supporting enterprise storage, networking, and end-user systems. Specialized in NetApp ONTAP environments, complex troubleshooting, and remote support for secure and regulated customer sites. Proven ability to resolve high-impact incidents, collaborate across technical teams, and mentor junior engineers.

Overview

years of professional experience

Work History

Technical Support Engineer III

NetApp

Wichita, KS

07.2013 - Current

Provided Tier 3 technical support to enterprise customers via phone, email, and secure remote sessions
Troubleshot complex issues involving NetApp ONTAP storage, network connectivity, data corruption, and hardware failures using log analysis and remote diagnostics
Collaborated with Core, Hardware, NAS, SAN, and Data Protection teams to resolve escalated infrastructure and storage incidents
Supported customers in high-security and restricted environments, troubleshooting issues without access to logs or screen-sharing tools
Escalated software defects and feature requests to engineering, serving as a technical liaison between customers and internal teams
Guided customers on best practices for system configuration, security settings, backups, and data protection
Mentored and trained new support engineers on troubleshooting methodologies and NetApp technologies
Authored and maintained internal troubleshooting guides, FAQs, and knowledge base documentation
Identified root causes of recurring and multi-customer incidents and implemented preventive solutions
Documented all customer interactions, diagnostics, and resolutions in ticketing systems to ensure continuity and audit readiness

Information Management Chief Operator

US Army

06.2012 - 03.2013

Responsible for the system administration of following medical supply management systems at the United States Army Medical Material Center - Southwest Asia warehouse at Camp As Sayliyah: Defense Medical Logistics Standard Support (DMLSS) Customer Assistance Module (DCAM) and Theater Army Medical Management Information System (TAMMIS). Experienced at installation, configuration and administrative support of both systems.
Appointed as Information Assurance (IA) Security Officer and working directly with the 54th Signal Command and/or system-specific supporting entities to enforce information security (IS) access, operation, maintenance, IAW security policies
Responsible for providing IT support to customers throughout the Central Command (CENTCOM) Area of Operations.
Oversee creation of accounts for Non-secure Internet Protocol Router (NIPR), Secure Internet Protocol Router (SIPR), Theater Enterprise-Wide Logistics System (TEWLS), DCAM, Cargo Movement Operating Systems (CMOS), and Enterprise Email.
Troubleshot and support the Intermec Radio Frequency handheld devices used for the TEWLS wireless software system.
Submitted correctly composed firewall modifications for USAMMC-SWA warehouse and supported customers throughout the Central Command theater of operations
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, and/or appropriate software.
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Installation of Cognitive Printers at desk work stations (Network Printers) throughout the warehouse
Installation of TEWLS GUI/Client on all workstations throughout the warehouse

Education

Information Technology -

US Army IT school

Fort Gordon, GA

08.2012

High School - undefined

Garden City High School

Garden City, KS

01.2011

Skills

Operating Systems & Platforms: Windows, Data ONTAP
Enterprise Systems: DMLSS (DCAM), TAMMIS, TEWLS, SAP
Networking & Security: NIPR, SIPR, firewall change management, IA policies

Hardware & Devices: Desktops, peripherals, network printers, RF handheld devices
Productivity Tools: Microsoft Word, Excel, PowerPoint, Outlook

Core Competencies: System administration, hardware/software troubleshooting, user access management, enterprise IT support

Timeline