Mark L. Gress, CCIE 25539, is an escalation engineer at the Cisco Systems Technical Assistance Center (TAC) in Research Triangle Park, North Carolina, where he has worked since 2005. He has been troubleshooting complex wireless networks since the birth of the Cisco Wireless LAN Controller (WLC) as a TAC engineer, a technical lead for the Enterprise Wireless team, and now as an escalation engineer supporting the complete Cisco line of wireless products. Mark has diagnosed problems in some of the largest Cisco wireless deployments and has provided training for TAC teams around the world. He has also contributed to numerous design guides, application notes, and white papers. As one of the highest contributors of identifying and assisting in defect resolution, his work has led to increases in overall product quality and stability. Mark graduated summa cum laude with a bachelors of science in both computer information systems and business management from North Carolina Wesleyan College. For more than 10 years, Mark has been professionally involved in the networking industry.
Lee Johnson is currently a wireless specialist on the RTP Wireless Technical Assistance Center (TAC) team at Cisco. He has been troubleshooting wireless networks, including both autonomous and controllerbased infrastructures, since 2006. Lee troubleshoots complex wireless issues in Cisco customer networks around the world. He has been dispatched to customer sites to address critical accounts and represented Cisco at Networkers. He also provides training and documentation for fellow Cisco engineers in both wireless and nonwireless TAC groups. Lee works closely with the wireless development group at Cisco to improve product quality and the customer experience with the WLC. He holds a bachelor of science degree in biology from the University of North Carolina at Chapel Hill.