Eric Snider

• Lead escalation activities across global service provider environments, partnering with TAC, Development Engineering, Technical Marketing, Product teams, and customer operations organizations to support Cisco Prime Network Registrar deployments, resolve production-critical incidents, deliver enablement programs, and support strategic deployment initiatives. • Secured successful deployment of Prime Network Registrar across Great Britain by serving as Development Engineering subject matter expert for British Telecom's 4-million-device evaluation, conducting customer-facing technical discussions, validating configurations in lab environments, and supporting rollout activities. • Reduced BEMS escalation volume by 50% within six months by designing and delivering global training program for Cisco Prime Network Registrar engineers, establishing recurring train-the-trainer sessions, and implementing AI-categorized knowledge repositories for worldwide support teams. • Guided resolution of Tier-3 DHCP and DNS infrastructure incidents impacting global service provider networks by coordinating activities across TAC, Development Engineering, and customer operations teams through BEMS and Salesforce. • Strengthened customer confidence during high-impact outages by communicating service restoration status, technical findings, and recovery timelines to enterprise customers. • Supported customer evaluations and deployment initiatives by delivering executive-level technical presentations, WebEx demonstrations, and proof-of-concept assistance for major service provider opportunities. • Advanced secure deployment practices by collaborating with Product, Engineering, and DevOps teams to promote Zero Trust principles, Option-43 Zero-Touch Provisioning, and protocol hardening initiatives. • Diminished recurring escalations by conducting post-incident root cause analysis, monitoring service health through Prime Network Registrar dashboards, and implementing operational improvements.

As Co-Founder and CTO at Efficient Support Solutions, LLC, I spearheaded the delivery of innovative network solutions for major telecommunications organizations. My role encompassed overseeing software development, cybersecurity, and consulting engagements, ensuring seamless project execution and client satisfaction. I successfully improved operational efficiency and safeguarded revenue through strategic tool development and training initiatives.

Led the design and deployment of advanced cybersecurity and emergency response solutions, ensuring the safety and efficiency of Emergency First Responders through innovative technology. • Cybersecurity Leadership: Spearheaded the development of secure custom Linux distributions for embedded wireless router firmware, enhancing the cybersecurity posture of emergency communication systems. • Intellectual Property & Innovation: Collaborated with legal teams to create and submit patent applications, securing intellectual property for innovative cybersecurity and emergency response technologies. • Penetration Testing & Vulnerability Assessment: Conducted rigorous penetration testing to identify and mitigate exploitable vulnerabilities in emergency communication systems, significantly enhancing system security. • Strategic Product Evaluation: Assessed and selected router and camera solutions, ensuring optimal integration and security within the Surveillance Access Unit (SAU) architecture, critical for real-time emergency response. • Business Development & Strategic Planning: Developed comprehensive business plans and strategic marketing materials, driving the successful launch of a novel school safety product, recognized for its innovative cybersecurity features. • Technical Deployment & Support: Led the deployment of cybersecurity-enhanced emergency response solutions on-site, providing ongoing remote support to ensure system reliability and security in critical situations.

• Development Engineering Leadership: Played key role in the development of cutting-edge networking solutions, contributing to the design, implementation, and optimization of advanced network architectures. • Technical Support Excellence: Provided expert pre-sales and post-sales technical support, ensuring successful customer engagements and driving adoption of Cisco's solutions in complex, high-stakes environments. • Network Architecture & Capacity Planning: Led network architecture design and capacity planning, delivering robust and scalable solutions meeting evolving needs of service providers. • Customer Deployment & Integration: Managed end-to-end deployment services for enterprise customers, ensuring seamless integration and optimal performance of Cisco Prime Network Registrar (DHCP/DNS/TFTP) and Prime Cable Provisioning (DOCSIS/MTA/VOIP/STB/SIP/CPE). • Tier 3 Escalation Management: Provided Tier 3 escalation support for critical service provider issues, leveraging technical expertise to resolve complex issues and ensure uninterrupted service. • Technology Evangelism: Developed and delivered compelling product demonstrations at major industry trade shows, showcasing Cisco's innovative technologies and driving market interest.

Formerly Giganet Inc. Managed technical support team and beta activities for products through OEMs, VARs, system integrators and distributors. Technology included Massive Parallel Processing clustering, up to 96 nodes, as well as Microsoft clustering. Responsibilities included Troubleshooting host adapters and cluster switches under Windows NT and Linux. Interacted with partners to develop and refine support processes. Interfaced with Manufacturing to analyze field equipment failures and perform trend analysis. Developed materials, provided customer training, and reviewed specifications and documentation. ACCOMPLISHMENTS • Developed 24 x 7 Customer Technical Support Plan • Installed 64 node, 256 processor cluster at Cornell University used for Biology Department protein folding

Provided tier 3 technical support for Windows NT based product line. Trained first and second level support personnel on Windows NT, TCP/IP, network troubleshooting and Intel x86 based system architecture. ACCOMPLISHMENTS • Developed beginner’s computer networking course and trained Avid frontline personnel in network troubleshooting and TCP/IP • Assisted in the roll-out of Avid’s Windows NT based video editing solution

Formerly Digital Equipment Corporation. Engineering Tier 3 technical support for Intel based server product line. Primary contact for Prioris Pentium Dual processor, Pentium Pro Dual processor and Pentium II single and dual processor servers. Senior consultant for Novell Netware/Netware SMP on all Prioris servers from single processor Pentium server to Quad processor Pentium Pro server. Consultant for Digital Clusters for Windows NT as well as Windows NT server issues. Resolved customer issues escalated to server engineering. Additional duties included developing and presenting classroom training on pre-released systems to field service engineers and worldwide technical support help desks. ACCOMPLISHMENTS • Received Digital’s Customer First Award for work with the US Postal Service • Solved over 30 complex server system issues • Designed and developed Lotus Notes database to update customer web portal with Technical Tips • Published more than one dozen Technical Tips to aid in field problem resolution

Formerly Lockheed Sanders. Responsible for capacity planning, disaster planning, configuration, software/hardware upgrades, resource utilization, troubleshooting and maintenance of an environment consisting of 500 workstations, 3 Novell file servers, 30 networked printers and 1 Lotus Notes server. Responsible for training junior network personnel. Chairman of Windows NT committee and member of PC configuration and standards committee. ACCOMPLISHMENTS • Configured Windows NT server running Lotus Notes Server • Developed Lotus Notes database to track user requests and streamline network support • Configured Netware NFS to allow SUN Workstation users access to cc:Mail on Novell LAN

Formerly Lotus Development Corporation / OneSource Information Services. Responsible for configuration, planning, software/hardware upgrades, resource utilization, troubleshooting, capacity planning and maintenance of an environment consisting of 15 Novell Netware file servers, Frame Relay links to satellite offices in the UK and Chicago, 5 Lotus Notes Servers, 250 workstations and 15 networked laser printers. Responsible for user training, technical support, and training of junior network personnel. Managed network test lab consisting of Novell and Banyan file servers as well as various CD-ROM servers and 20 workstations.