Ryan Denton

Experience

• 

  Dynamic Quest

  May 2010 - Sept 2014

  Network Engineer

  Responsible for 3rd level support for Network & Voice systems in Support Center. Provided solutions to complex and varied Network & Voice systems. Designed and implemented Data Center infrastructure to improve network and systems stability. Led a team of Network and Voice Engineers to provide Level 3 Support for Support Center. Key Achievements:- Using Cisco ASA Firewalls I designed, implemented, and managed connectivity between 10 sites using MPLS between core sites with IPSec VPN tunnels from core sites to satellite offices. - Designed Data Center solution for client that included redundant 10GB access layer connections for virtual environment and Compellent storage, plus redundant 40GB connections for Core/Access backbone. This solution also included complete overhaul of subnet design to segment the network for optimal security.- Using Cisco 3750 and 2960 switches I redesigned a flat access-layer network to a multi-layered, secure, and redundant network. Configured HSRP on the core switches to provide redundant gateways for the network’s 10 VLANs. Project significantly improved quality of voice across the entire enterprise and removed single points of failure at all layers of their switch network.- Implemented redundant Cisco Unified Communication Business Edition 6000 systems for 300+ user client. Applications included Call Manager, Unity Connection, Contact Center Express, and Work Force Optimization. Project was completed under budget and on time.- Significantly improved the productivity of the company’s Level 3 Support Center Team, by implementing policies that targeted scheduling and documentation. Show less

• 

  Cisco

  Sept 2014 - Nov 2015

  Customer Support Engineer - Team Lead

  - Worked with Leadership team to interview and hire the Tier 2 team for Primary Client- Created documentation for the training of new Tier 2 Engineers. Connectivity guides for gaining access to the Client environment, Ticket Handling Guidelines for Incident Management, and various other technical troubleshooting guides for common cases for the client.- Designed and coordinated the implementation of the Call Flow for client's Day2Ops team. This includes time of day routing and DR across 4 teams in RTP and Krakow, Poland.- Troubleshot and isolated reason for failure of MPLS and MetroE circuits. Advocated for the client to Service Provider to get timely escalation and resolution. · Isolated root cause of outage by analyzing BGP show output, as well as BGP debugs.- Provided design improvements to Dial Plans in Call Manager and H323 Voice Gateways · Based improvements on root cause found from troubleshooting FXO/BRI PSTN lines. These improvements eliminated fax and call delay issues found in multiple countries.- Isolated UCS Server MAC flapping in Data Center caused by inconsistent Port Channel configuration, and misconfiguration of vSwitch NIC teaming/load balancing. - Diagnosed and resolved hub/spoke failure for 4 regional DMVPN deployments. · Isolated issues in ISAKMP and IPSec negotiation to find root cause- Collaborated with others to ramp up our client from a 10 store pilot to 250 stores and counting. - Worked with Change Management to design and implement changes in the client environment to fix gaps in design for all aspects of the environment; Route & Switch and Voice. · This includes sitting on the Change Approval Board, and Executive Review Board.- I represent Day 2 Incident Management weekly in our call with our customer to review the cases for the week.- I have lead a collaboration to develop processes for processing RMAs for the client's highly aggressive SLAs. Show less

• 

  Agio

  Nov 2015 - Aug 2016

  Senior Network Engineer

  Provide Tier 3 support for Voice and Data systems in a high volume support environment for financial institutions. Provide leadership and training to other network engineers. I also design and implement projects for data and voice solutions.• Supporting 64 different clients with a wide range of technologies. Client ranged in size from 10 network devices managed to over 300. Technologies include Cisco, Juniper, Palo Alto, Dell Networking, Dell Sonicwall, Watchguard, F5, Citrix Netscaler, and Fortinet. • Designed, implemented, and tested Disaster Recovery for Call Manager inter-site cluster. • Designed and configured new Cisco edge network for asset management firm. Show less

• 

  Verizon

  Aug 2016 - Oct 2017

  Lead Network Engineer

  Expertly supported critical and escalated incidents for major Fortune 500 and government clients, delivering exceptional service and resolving issues promptly.Provided comprehensive support for a wide range of technologies, including Nexus data center, Classical Cisco routing and switching, MPLS CE and PE, multicast, Cisco WLAN, WaaS, and various VPN technologies.Conducted training sessions and knowledge transfers to enhance the proficiency of Tier 1 support teams, resulting in improved customer support capabilities.Ensured seamless operations and minimal downtime by proactively identifying and addressing potential network vulnerabilities and performance bottlenecks. Show less

• 

  Verizon Business

  Oct 2017 - Sept 2024

  Spearheaded the strategic direction and vision for a 24/7 Global Network Operations Centre, overseeing 30 engineers to meet the needs of a prominent enterprise financial services customerCollaborated effectively with internal and external stakeholders to ensure seamless operations and optimal outcomesDemonstrated exceptional performance by achieving an unparalleled 100% adherence to Service Level Agreements for six consecutive months in 2023, resulting in substantial cost savings of over $800K in penalties compared to previous periodsElicited the highest customer stakeholder satisfaction survey score since the program's inception in 2017, showcasing exemplary leadership and excellence in service delivery. Show less Led a team of engineers within a 24x7 Global Network Operations Centre, driving incident, problem, event, and change management efforts for a large enterprise customerActed as the primary point of contact for local and international executive leadership for the team's functionAssumed full responsibility for Customer Relations & Growth, Local Account Strategy/Service Delivery, and implementation of Human Resources policies & processesSuccessfully implemented Ansible Cisco Triage Playbook in NOC ticketing system, resulting in approximately 4k runs per month and saving approximately $120k USD annually in work hoursMentored two team members to promotions, with one engineer reaching Global Tier 3 and another being selected for a Supervisor roleRecognized 26 times by the Verizon leadership team for exceptional performance, including the 2023 GEAA All-Star Week, May 2023 Ivan Berg leadership award, January 2022 Rock Star Award, and October 2021 Rock Star Award. Show less Provided exceptional customer service and effectively managed incidents.Identified and proposed design enhancements for various supported technologies.Offered Tier 3 escalation support for Verizon's VBG customers, specializing in Cisco/Aruba Wireless, Versa/Silverpeak/Viptela SDWAN, Cisco ACI, datacenter technologies, and multicast.Mentored Tier 1 and Tier 2 engineers in troubleshooting techniques, technology knowledge, and soft skills.Stayed up to date on cutting-edge technologies, collaborating with L&D to establish relationships with new vendors.Developed training pathways for Tier 1/2/3 NOC in collaboration with technology vendors.Led Major Incident bridge calls with over 100 participants, successfully resolving complex application-web-db-network flows by reverse engineering entire solutions.Conducted training workshops for Tier 1/2/3 NOCs, focusing on technical expertise and soft skills.Led the development of a unified framework for creating training materials within the Tier 3 organization for the VBG org.Collaborated with sales, solutions architects, product teams, and others to assess and address Custom Bids (IARs) requests, ensuring operational risks were identified and mitigated prior to delivery to prospective customers.Worked closely with product engineers to refine product designs based on operational feedback.Collaborated with the tools team to demonstrate and pilot change automation programs using Ansible. Show less

  • Associate Director

    Feb 2023 - Sept 2024

  • Senior Manager

    Aug 2021 - Feb 2023

  • Principal Network Engineer (Tier3)

    Oct 2017 - Jun 2022
• 

  HCLTech

  Nov 2023 - now

  General Manager

  Director of Managed Network Security Services in North America and Europe for over 500 end customers, managing 300+ security engineers and managers. Responsible for customers in health care, finance, retail, aviation, and manufacturing industries.Technologies managed include firewalls (Cisco, Fortinet, Palo Alto), F5 load balancers and, zScalerOrchestrated and executed strategic initiatives to increase overall profitability by 10% within the first year of leadership.Delivered change management automation which saved over 8000 man hours per yearImplemented new training programs resulting in a 20% increase in employee productivity and a 10% decrease in turnover rate.Directed a team of 300+ employees, overseeing all aspects of daily operations to ensure exceptional customer satisfaction and efficiency. Show less