Scott Pierce
Chaparral
Summary
Solutions-driven IT Professional with 10 plus years of hands-on support for companies ranging from small 40 staff compliment, medium 100 plus staffing complement, to 700 plus employee Corporate, Military, Financial, Medical/Healthcare, Military/DOD, and educational environments. I have served in roles ranging from Helpdesk support technician (I & II), Senior Systems Analyst, Network Specialist, Network Consulting Engineer, and CCNP Network Engineer. I possess years of project experience in collaboration, designing, integration, and troubleshooting.
Overview
25
25
years of professional experience
7
7
Certificate
Work History
Network Consulting Engineer
Self Employed
06.2024 - Current
- Provided professional services to local small businesses and Government facilities.
- Implemented all hardware and software for businesses to meet clients’ needs.
- Served as liaison between client and their vendors to ensure a timely resolution to any issues being experienced.
- Provided guidance to clients on upgrades, vulnerabilities, and deficiencies in need of resolution to meet industry standards.
- Provided clients with documentation covering all network equipment, software utilized, vendor support, upgrade/patching, and end of life for all aspects currently deployed.
Network Consulting Engineer L1
Advanced Network Management
03.2021 - 06.2024
- As an On-Site Consulting Engineer, I provided the following services:
- I acted as an onsite technical implementation network engineer for enterprise clients within the fields of Financial, Medical/Health Care facilities, Federal/State/local governmental entities, Federal/State/Local Law Enforcement Agencies, Defense Department, Military, and State/Local Educational institutions.
- Generated and implemented network configurations, System Updates and Patching for all network equipment within client’s environment to ensure all devices are secured against vulnerabilities outlined by Cisco and other governing bodies.
- Generated documentation for customer sites and customers covering network equipment, wireless devices, IoT next generation equipment, and any other devices deemed essential for network operations.
- Promoted from on-site network support and installation to a hybrid role to include daily operations within the Tier II Network Support Team consisting of 6 individuals supporting all escalation issues.
- I have worked in conjunction with Project managers and Account managers to ensured smooth transition of documentation to the Managed Services team as required.
- Performed analysis and diagnosis of networking problems for clients utilizing such things as but not limited to command line manipulation, Cisco DNA Center, and Wire Shark.
- Provided technical support and implementations for all routing, switching, security, and wireless technologies to clients.
CCNP Network Engineer
SmartSource Inc.
10.2020 - 03.2021
- Routing and switching expert who provides input into the development of documentation regarding configuration and network changes.
- Integration of new layer 1 and 2 equipment into existing network backbone.
- Partnered with other network engineers to build a cohesive team capable of hardening network security utilizing DISA Stigs and vendor recommendations to ensure a comprehensive network defense posture for the U.S. Army Hospital at Fort Bliss.
- Integral security remediation skills developed and utilized in conjunction with CISCO Hardening guidelines, NESSUS and SCAP scanning to ensure successful negative penetration testing and network hardening.
- Experience in working with and securing (not limited to): Nexus 9600, Cisco Catalyst 3650, list MDF IDF models, list home hardware.
- Continued to solidify Linux/Unix skillset by assisting Linux engineer in the security hardening of three Linux servers.
- Improved skillset with network security and hardening working with Cisco Hardening guidelines, DISA STIG standards remediated utilizing SCAP and NESSIS scan results to ensure conformity to DoD security standard 5143.01.
Support Technician II
CyraCom International
03.2017 - 06.2019
- Staffed as one of two technicians for a 700-person call center provided the following services:
- Provided issue resolution for all desktops, laptops, mobile devices, printers, and Cisco 7942 and 8811 phones, VPN access assignment and any connections issues experienced by staff attempting to perform their daily job duties.
- Assisted Remote network staff with new hardware implementations, basic configuration setup on switches and wifi access points, cable mapping, Cisco IP phone setup, MDF server, switch, router, and UPS labeling.
- Served as Site contact for vendor tasked work.
- Provided daily assistance to the Information Security Engineer for the last 1.5 years conducting security audits of Active Directory User accounts, hardware security, and security threats within the company’s domain.
- Collaborated with and under general guidance from the VM Engineer, I implemented his newly constructed VM working environment prototype and tested for proof-of-concept analysis that was presented to director and Executive level staff.
- Results identified and documented have led to a companywide implementation of their next generation of call platform for Video, Audio, and ASL Interpretation which has enabled the company to expand their client base.
- Upon departure of VM Engineer I assumed the role of SME for issue resolution within the VM setup environment for any issues with VM desktops and account functionality.
- Designed and disseminated installation documentation to all Support Technicians for newly tested VM environment so Technicians could begin to implement the new environment at their sites.
- Extra roles and job duties taken on provided the company with the ability to utilize funds that would have gone to employment of two new staff members in a more beneficial fashion and upgraded equipment.
- Assisted with after-hours on-call technical support the entire time I served as a staff member for the company concerning any issues that limited or hindered staff completing their assigned tasks.
- Restructured naming convention of 500 local computers to better assist response time for issue resolution. This restructuring alleviated 1 to 2 min per trouble ticket, equating to a greater number of tickets resolved per technician at our location.
Senior Systems Analyst
Litchfield Elementary School District
03.2016 - 11.2016
- Systems Analyst responsible for network hardware, servers, and wireless environment comprised of 16 locations.
- Direct responsibility for Dell in place equipment such as Dell Blade Servers, and Chassis. Cisco in place layer 2 and 3 switches to ensure proper functionality and to conduct troubleshooting for resolution of any configuration issues.
- Implemented port security on all switch access ports to limit unauthorized access.
- Designed and implemented an easily referenced spreadsheet containing all essential domain equipment subjects of interest such as: IP, passwords, iDRAC/ iLO’s, method of data communications, Licensing agreements, Vendor support contracts, for all hardware and software associated with each location.
- Assisted with maintenance on all network and systems equipment for patch management to ensure all equipment was in possession of the needed versions of software.
- Served as the next level escalation point for 8 junior staff members.
- Provided guidance and assistance whenever possible to junior staff to guide them and their skill sets to a higher and more effective/efficient level.
- Created and maintained a repository for all newly created Network configurations, set up documentation, site diagrams, equipment inventory to better assist with information sharing and troubleshooting of in place network and systems equipment.
- Served as SME and point of contact for vendor involvement and projects such as establishing backups for all internal data associated with the school district, Implementations of network and server monitoring software, attempted implementations of anti-virus and security tools.
- I acquired my CCNA Security certification allowing me to move forward with broadening my skill sets and abilities.
Network Specialist
Marco Inc.
01.2015 - 03.2016
- I was responsible for providing quality services and rapid issue resolution to our Managed Service clients while maintaining a high level of client satisfaction.
- Further I would perform customer on boarding and service needs-based repair calls at client locations.
- Conduct scheduled onsite visits on a monthly or quarterly basis. This was to ensure the domain’s health and functionality was being met for each of my 16 clients in the following industries: Financial and Banking, Medical and Healthcare services, Science and Innovation, Educational, State and Environmental, Agricultural, Law Offices, Manufacturing.
- Assisted with implementing large scale projects such as a revitalization project for Crazy Horse School on Pine Ridge Reservation where the entire server and network infrastructure was upgraded.
- While working within the company I became CCENT, CCNA routing and switching certified. Further I achieved certification as a Cisco Meraki Network Associate.
- Perform new client on boarding, and met with sales team and client executives to provide SME input concerning existing equipment and goals identified by clients’ executive staff.
- Accurately maintain documentation of client’s domain to ensure that clients comply with service administrative procedures in a timely basis set by SLA.
- Served as point of contact for each client concerning subjects of licensing renewal, hardware and software renewals and upgrades, new equipment project testing for proof of concept, and issue resolution with existing services managed by outside vendors.
- Served as the clients Technical SME when clients underwent Federal, State, or Local government audits for compliance and adherence.
Service Support Specialist
CHR Solutions
03.2011 - 04.2014
- Provided daily support for the clients in regards to Active Directory User creation and access level assignments, server and applications issues, folder structure clean up and maintenance, GPO manipulation, data retrieval and safeguarding, and hardware reported issues within the clients Windows environments.
- Served as on-site end user work station support for CHR Solutions for internal staff due to being located in a satellite office on top of daily duties for client base.
- Assisted remotely located network and systems engineers with hardware implementations, configuration, labeling, documenting, and removal.
- Assisted in the design and implementation of corporate and client documentation providing step by step instructions for maximizing daily work productivity on subject such as but not limited to the following: Client specific program installation, configuration, and utilization. Client specific hardware.
- Took on role as SME for enterprise level products such as: Module(s) within Microsoft CRM, Symantec Exec Backup 10.5.
- Conducted remote troubleshooting of all client staff VPN conductivity and access issues in to their respective domains.
- Took on the extra role of providing executive staff with weekly reporting of KPI matrix outlining work productivity for helpdesk and service support staff.
- Provided knowledge transfer, troubleshooting assistance, and guidance to internal staff located in Bangalore India, Mexico and other remote satellite locations.
- Member of a 10-person Managed Services team for a Fortune 550 Telecommunications company providing support for 25 clients ranging from small businesses to enterprise level clients located around the world.
Customer Care Specialist
Bank of America
06.2010 - 10.2010
- During my employment, I was staffed as a Customer Care Specialist to support any issues experienced by Bank of America branch associates, brokers, or loan advisors when utilizing their client-specific loan software.
- General duties include but not limited to providing front line software support for the Bank of America website GUI, and loan submission software.
- Conducted issue escalation when a problem found to be in need of a higher level of support.
- Due to Bank of America discontinuing whole sale lending the entire department was dissolved.
Computer Specialist / Help Desk Support
Dona Ana County
01.2006 - 03.2010
- Member of a 4-person team accountable for analyzing, researching, troubleshooting, documenting, implementing, and resolving any issues associated with Desktops, Laptops, Printers, VoIP Phones, Scanners, and Network conductivity for over 800+ internal users.
- Sole computer specialist assigned to service any and all requests for 261 employee’s 88 desktops, 160 laptops for the Dona Ana county Sheriff’s Department.
- Evaluated, recommended, installed, and maintained the only digital voice recording software/hardware for a 180-man patrol department, and an 18-man investigations department.
- In turn this provided the ability for the deputies and investigators to transfer via voice all needed reports without generating unneeded paperwork which equated to a cost savings for the sheriff’s department of tens of thousands of dollars.
- Upgraded, altered, and administered the software and interfaces for recording and transferring via a wireless connection the Panasonic Arbitrator which is an in-car video recording system.
- Lead computer specialist for installation, troubleshooting, and issue resolution for a state wide law enforcement program for automated citation generation, and archiving.
- Configured Cisco Call Manager and Cisco Unity VoiP control programs to modifying user account information and Cisco IP Phone 7940 programming.
Electronics Technician Second-Class
United States Navy
01.2001 - 10.2005
- Able to manage and administer a computer system consisting of various hardware, operating systems, applications systems and local and wide area network components including system security, backups and restores.
- I posses an in-depth knowledge of the security aspects of various operating systems to include but not limited to commercial, freeware, and government-owned security tools and firewalls.
- Administered all desktop related functions including hardware and software set-up and configuration, including troubleshooting of network connectivity for a 218-man compliment aboard the U.S.S San Francisco 711.
- Spearheaded the implementing of Standard Operating Procedures for maximizing work productivity.
- I received recognition in the form of the Navy/Marine Corps Achievement Medal.
- Extensive Electronics hands on and received training which I was awarded Naval NEC designations: ET-14RO SSN RADIO FREQENCY (RF) EQUIMENT OPERATOR, ET-14EM ESM EQUIPMENT MAINTENANCE TECHNICIAN, IT-2780 NETWORK SECURITY VULNERABILITY TECHNICIAN.
- Duties on board included being the Electronics Technician SME for all repair’s alterations to the following subsystems: ESM detection equipment and subsystems, Type 18 periscope maintenance and repair, ECS Equipment operations, maintenance, and repair.
- Assisted assigned domain administrator in regards to Active Directory User implementation and rights association.
- Possessed a TS/SCI clearance during time on active duty service.
Education
CCNA Security -
11.2016
CCENT -
03.2016
Cisco Meraki Network Associate -
Skills
- Network troubleshooting
- Security remediation
- Documentation generation
- Technical implementation
- Configuration management
- Client liaison
- Cisco DNA Center
- Security hardening
- Documentation management
- Client relationship management
- Hardware installation
- Project coordination
- Systems integration
- Team collaboration
- Cisco ASA firewalls
- Firewalls
- SonicWall firewalls
- Firewalls and endpoint security
- Fortinet firewalls
- Network configuration
- System updates
- Vulnerability assessment
- IoT implementation
- Cisco hardware expertise
- Wireless controllers
- Wireless troubleshooting
- Wireless network monitoring
- Wireless hardware installation
- Wireless connectivity
- Cisco wireless routers and switches
- Wireless networking management
- Outdoor wireless networks
- Network security
- Hardware implementation
- Customer relationship management
- Technical support
- Project collaboration
- Customer service focus
- System implementation
- Collaboration
- Networking
- System administration
- Documentation creation
- Equipment maintenance
- Compliance adherence
- Inventory control
- Network administration
- Continuous improvement
- Wireless technologies
- Technical documentation
- Vendor management
- Service level agreement compliance
- VoIP solutions deployment
- Intrusion detection systems
- Technical documentation development
- ITIL framework
- Network monitoring tools
- Strong troubleshooting skills
- Hardware and software configurations
- Connectivity troubleshooting
- Technical troubleshooting
- Wireless networking support
- SolarWinds support
Certification
- CCENT
- CCNA Routing and Switching
- CCNA Security
- CMNA
- ITIL v4 Foundation
- SD-LAN Design & Commissioning Training
- Basic Unix Administration
Timeline
Network Consulting Engineer
Self Employed
06.2024 - Current
Network Consulting Engineer L1
Advanced Network Management
03.2021 - 06.2024
CCNP Network Engineer
SmartSource Inc.
10.2020 - 03.2021
Support Technician II
CyraCom International
03.2017 - 06.2019
Senior Systems Analyst
Litchfield Elementary School District
03.2016 - 11.2016
Network Specialist
Marco Inc.
01.2015 - 03.2016
Service Support Specialist
CHR Solutions
03.2011 - 04.2014
Customer Care Specialist
Bank of America
06.2010 - 10.2010
Computer Specialist / Help Desk Support
Dona Ana County
01.2006 - 03.2010
Electronics Technician Second-Class
United States Navy
01.2001 - 10.2005