Craig Gresham

Experience

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  U.S. Army Reserve

  Dec 1995 - Aug 2001

  Cable Installer/Maintainer

  Working as a cable installer in the U.S. Army Reserves I was part of a cable team responsible for installing infrastructure for end devices such as phones and computers. These tasks were primarily performed during three day field exercises and a annual two week field exercise.

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  US Army

  Sept 2002 - Sept 2005

  Flight Operations Coordinator

  As a Flight Operations Coordinator at Fort Rucker, AL I recorded pilot flight hours, managed fuel cards for aircraft, and acted as tower control for pilots during times that the control tower was closed.While in Yongsan, South Korea I managed the daily flight schedule for the brigade departing Seoul to other areas within South Korea.

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  Combat Support Associates

  Nov 2007 - Jun 2009

  Force Protection Officer/Base Operations

  Controlled access to base entry and exit points by verifying credentials of personnel. Performed systematic checks of all vehicles entering the camp for contraband. After working one year on the ground I was promoted to Base Operations. While in this position I was responsible for conducting bi-hourly radio checks with officers on the ground, settling disputes of access authorization, and documenting all significant events occurring during the shift.

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  ITT Inc.

  Oct 2009 - Jul 2011

  Service Desk Analyst/ADPE Technician

  As a Service Desk Analyst/ADPE Technician for ITT I performed troubleshooting of user accounts, and computer hardware. My time at ITT was very beneficial as this is where I learned and mastered the layered approach to troubleshooting.

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  The Experts, Inc.

  Oct 2010 - Apr 2011

  Customer Support Engineer

  Working as a CSE for The Experts I performed hardware/software installs, system optimizations, data recovery and malware/virus remediation. While working for The Experts I was introduced to network monitoring which was performed via NTOP. In addition to these tasks I also provided remote support via TeamViewer. Other duties included setting up emergency communications kit during outages and reporting outages to the service provider and following up until service restored.

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  D&SCI

  Jun 2011 - Apr 2013

  IT Service Desk Analyst

  As a Service Desk Analyst I performed both desk-side and remote assistance to a vast number of customers supporting numerous software packages and types of hardware. During my time at D&SCI I worked alongside Networking, Systems', Engineering & Infrastructure and Information Assurance Teams to answer customer inquiries and to resolve technical issues in a timely manner.In addition to providing technical support I also assisted with the installation of new hardware and infrastructure. Finally, recognizing the importance of processes and procedures I performed a re-write of an existing Standard Operating Procedure (SOP) to actively reflect operations at Camp Blackhorse. Show less

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  ATT Mobility

  Nov 2013 - Jul 2015

  Network Support Engineer

  Working as a Network Support Engineer performing fault management, network monitoring, and service assurance of Small Cell network elements: MetroCells, switches, routers, and DAS (Distributed Antenna System). Conducting knowledge transfers for field engineer’s not familiar with DAS and MetroCells. Troubleshooting causes of dropped calls, degraded signal quality, and coverage issues.Using various OSS’s to status, provision, monitor, and implement configuration changes. Performing regression testing after system upgrades and configuration changes made to upstream network elements. Show less

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  Cisco

  Jul 2015 - now

  Working with high value clients driving adoption and managing the product lifecycle to maximize ROI in accordance with defined business outcomes. Providing engineering support to customers, partners, and field engineers for the Cisco Stealthwatch product line. Supporting the operational needs of customers using Stealthwatch products for network security and forensics. Suggesting new ideas and changes that customers could implement to increase their consumption and adoption of the Stealthwatch product line. Managing escalations and issues with customers and internal resources.

  • Customer Success Specialist (Secure Network Analytics)

    Nov 2020 - now

  • Technical Support Engineer (Stealthwatch)

    Jul 2015 - Nov 2020