Steven McCauley
@stevenmccauley
Network support technician at Netsmart Technologies monitoring Cisco Meraki gateways and building a provisioning tool.
United StatesWhat I'm looking for
At Netsmart Technologies Inc., I monitor Cisco Meraki gateway health, investigate connectivity issues, and troubleshoot DNS and DHCP before escalation.
I manage active ServiceNow incidents and support account access, endpoint, application, and connectivity issues across Windows, Active Directory, Microsoft 365, Exchange, Intune, Okta, Citrix, and Zscaler.
I built a provisioning tool using PowerShell, an Excel macro, and HTML that reduced a recurring workflow from approximately 10 minutes to 1 minute. The service desk team adopted it.
Previously, at ePlus Technologies Inc., I supported enterprise and healthcare clients, diagnosing Windows, application, account-access, and Epic software issues. I also configured and troubleshot simulated network environments in Cisco Packet Tracer.
Experience
Work history, roles, and key accomplishments
Service Desk Technician
Netsmart Technologies Inc.
Mar 2024 - Present (2 years 8 months)
Monitor Cisco Meraki gateway health, investigate connectivity issues, and perform approved gateway resets. Manage approximately 40 active ServiceNow incidents and resolve about 20 issues daily, maintaining accurate case notes and clear client communication.
IT Technician
ePlus Technologies Inc.
Sep 2021 - Mar 2024 (2 years 6 months)
Handled 40-50 inbound support calls per shift for enterprise and healthcare clients, prioritizing urgent incidents and explaining technical steps clearly. Diagnosed Windows, application, account-access, and Epic software issues, documenting actions and escalating unresolved problems.
Education
Degrees, certifications, and relevant coursework
Southern New Hampshire University
Bachelor of Science, Accounting
Grade: 4.0/4.0
Pursuing a Bachelor of Science in Accounting with an expected graduation in February 2027 and a current GPA of 4.0.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Social media
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