Michael W. Email & Phone Number

Atlanta, Ga, Us

Tucker, Ga, Us

• Design, implement and manage the network infrastructure, including components such as switches, routers,waps, and other networking devices.• Line Management of the company’s IT network staff, including holding regular appraisals.• Strategic planning (medium and long term) based on company objectives to keep in line with newdevelopments in IT.• Firewall administration and overall internal network security.• Managing Network ticketing queue and timely resolution of tickets with team.• Maintenance of remote location network connectivity to datacenters and monitoring their performance.• Planning and monitoring of scheduled network maintenance to keep devices current and secured.• Project Management for network projects working with other teams to meet business timelines andapplication requirements.• Financial Planning, including managing the relevant IT budget and providing costing for all futuredevelopments and upgrades that are network related.• Review monthly circuit and network costs and run rates vs. what has been contracted.• After hours and weekend support escalations.• Establish and maintain an on-call rotation for the network team.• Occasional travel to remote locations for network related tasks and escalations such as company acquisitions,significant network outage resolution, significant maintenance events requiring the team’s involvement.

Atlanta, Georgia, Us

• Provide management for a team of Network Support staff responsible for the health and the uptime of all enterprise network elements.• Checking Logs and Monitoring Tools for real-time network health reporting.• Timely, effective communication of network issues to appropriate affected customers, including postmortem updates once issues have been resolved.• Maintaining effective documentation and updating as changes are identified• Analyze and prioritize problems as they arise.• Identifies reoccurring and potential problems, recommending and implementing processes/controls and documents for prevention.• Provide all levels of support on network issues, production scheduling issues, and product application issues.• Coordinate complex Network and Security changes and requests with the Network Engineering team.• Provide an effective staff development process to identify talent and opportunities for improvement to build a stronger Network Team.• Works on problems of a complex nature where analysis of situations or data requires a review of a variety of factors.• Regularly recommends process/procedure modifications to reduce user problems and enhance user satisfaction.• Deployment of new endpoint Solution (Fortinet) to 6000 retail locations.• Evaluate new solutions and negotiate new contracts with new and current vendors. • Identify processes and tasks that can be improved or Automated. • Manage L2 & L3 Network Engineers that support 6000 retail locations, 62 Distribution Centers, and 2 Data centers.• Administration of the SolarWinds Environment.• Completed 2 large campus deployments of Meraki Wi-Fi and Switch gear.

San Ramon, California, Us

● Build, develop and lead Digital Operations Center (DOC)’s Incident● Management, Problem Management, Knowledge Management.● Monitoring response teams to provide 24/7 support.● Providing leadership for all critical incidents affecting GE’s network and compute environments, focusing on technical capability across the technology stack.● Leverage tools, monitoring and automation capabilities extensively to ensure DOC maintains control, ownership and operational authority for compute and network environments.● Own the production environment, ensuring stability, by controlling incident, problem and change activities. Proactively monitor, preempt and drive resolution to quick service restoration. Ensure effective communication to all stakeholders

Atlanta, Ga, Us

• Build a 24/7 NOC/TOC from the ground up, so we could provide surveillance of all Colonials critical infrastructure.• Work with Vendors to design the operation center and recruitment and training of staff.• Responsible for the coaching, disciplining, reviews direct reports and developing a agent scorecard system.• Provide 2nd/3rd tier support to the NOC staff when needed.• Manage 200+ remote sites with over 3000 various Cisco nodes spread across 5500 miles.• Monitor and administration our SolarWinds environment (NPM, NCM, NTA, SAM and NTM) • Identify network events and work with techs in the field and the ILEC to resolve issues in a timely manner and escalate when needed. • Troubleshoot T1’s, 4G\3G cellular connections, Fiber, IP satellite connections and open trouble tickets with the provider when needed.• Completed a project and replace current Cisco networking gear and move away from Frame Relay over to MPLS with a DMVPM overlay.• Create SOP’s to ensure consistent and accurate troubleshooting procedures.• Configure and troubleshoot telephony equipment such as Cisco’s Call manager and Cisco 7965 phones.• Configure and troubleshoot Layer-2/3 issues on different Cisco platforms such as 2940, 2960x, 3560, 6500 and 3850 Switches as well as Cisco Routers such as the 841W, 1811, 1841, 1921, 1941W and the 5500 Wireless LAN Controllers.• Configure Cisco phones in CUCM • Troubleshoot SCADA Systems from a network perspective.

Atlanta, Ga, Us

● Monitor SolarWinds and identify network events and work with techs in the field and the ILEC to resolve issues in a timely manner and escalate when needed. ● Troubleshoot T1’s, Fiber Circuits, Cellular and IP Satellites and open trouble tickets with the ILEC when needed.● Assist with the HAZM project and replace current Cisco networking gear and move current sites over to new T1’s.● Create SOP’s to ensure consistent and accurate troubleshooting procedures.● Configure and troubleshoot telephony equipment such as Cisco’s Call manager and Cisco 7965 phones.● Configure and troubleshoot Layer-2/3 issues on different Cisco platforms such as 2940.2960. 3560 and 6500 Switches as well as Cisco Routers such as the 841W, 1811, 1841, 1921, 1941W and the 3701 AP.● Network refresh of 40 1811 routers with newer 841W routers.● Completed a Deployment of Cisco 2901 routers and IP satellites at 200 remote offices for redundant network access.● Upgraded the Solarwinds Environment from 10.x to 11.x then to 12.x(NPM, NCM, NTA, SAM and NTM)● Added monitoring for just over 9000 nodes that where not currently in Solarwinds.

Atlanta, Ga, Us

Build a 24/7 NOC/TOC from the ground up to provide overnight coverage for the west coast. • Responsible for the coaching, disciplining, reviews direct reports and developing a automated agent scorecard system.• On-call through the night for all customer related network outages and customer escalations.• Coaching agents on dealing with the LEC carriers, T-1 testing, Metro Ethernet, DS3, Fiber, LEC routing and equipment, and managing the customer experience.• Developing new requirements for automation with our ticketing system to better make use of the headcount we have.• Restructuring of the troubleshooting process’s for all supported access types.

Atlanta, Ga, Us

• Technical support for customers’ leased T1 lines, Ethernet First Mile (EFM), multilink bundles and channelized DS3’s providing Internet and phone service• Configuration and troubleshooting of Cisco Integrated Access routers on customer premise as well as Cisco 10,000 series T1 and T3 aggregation routers and VPN concentrators to include NAT, DHCP, VPN, VoIP, Wireless Backup Tunnels, and ACLs• Configuration and troubleshooting of VPN – both site to site, and remote user PPTP VPNs, • Maintain and Troubleshoot network and customer phone services including SIP, PRI, CAS, and analog over a 100% VoIP network• Support for Cbeyond customer security solutions, including managed firewall and anti-virus / malware solutions, router ACLs• Performed phone call analysis/forensics using Agilent call tracing system• Consult and troubleshoot customer-based applications such as DNS, Hosted Microsoft Exchange, Web Hosting, Secure Desktop and Backup solutions.• Configuration and Installation support for customer voice, security, LAN and WAN services

Atlanta, Ga, Us

Manage Our Customer Advocate, Channel Support and Major Accounts Group.Deliver key business metrics across all customer contact media types (Telephony, E-mail, Web Requests, Web Chat, etc) and develop action plans to ensure objectives are continually met. Develop and Improve run book process by investigating escalated tickets during beta testing new products and cat escalations Manage/monitor tickets/request queues to ensure SLA’s are being met.

Atlanta, Ga, Us

Responsibilities: Assist marketing department with the support and roll-out of new products—serve as a beta support group until product is released into customer support.Responsible for ensuring SST has all tools needed to support new products.Develop Training documents for customer operations when new products are rolled out. Assist in identifying systems automation opportunities for products that can be leveraged by Customer operations. Deliver key business metrics across all customer contact media types (Telephony, E-mail, Web Requests, Web Chat, etc) and develop action plans to ensure objectives are continually met. Develop and Improve run book process by investigating escalated tickets during beta testing new products and cat escalations

Atlanta, Ga, Us

* Handles incoming customer service calls and trouble shoots basic and complex customer issues regarding T1's, CAS, PRI, SIP, voicemail, VPN, Email, DNS, fax and e-fax, analog phone lines, web hosting, LAN configurations and firewalls and desktop support.* Consistently able to handle 50+ calls per day while maintaining a call time of 8 minutes or less per call.* Train new hire Tier 1 employees and also help fellow surrounding co-workers with their calls as needed.* Correctly code and document all incoming calls and Seibel.* Trouble shoot T1's and open trouble tickets with the ILEC.

Duluth, Ga, Us

* Oversee all phases of business management, with emphasis on operational efficiency and profitability, includingsales, customer service, marketing, merchandising, promotions, advertising, purchasing, inventory control,Quality assurance, loss prevention, safety & sanitation, bookkeeping, and policies & procedures.* Recruited, hired, trained, and supervised staff of 35+ hourly employees and 4 Managers.* Implemented procedures resulting in 22% sales increase, while also improving customer satisfaction.* Successfully reduced employee turnover by 50% while cutting operation costs by 20%.* Received 98% overall score on secret shopper reports.* Developed two assistant managers into General Managers.

Duluth, Ga, Us

Utilized technical skills to install and setup all Aloha point-of-sale systems.* Configured file servers and terminals, including running all data and phone cables at new sites.* Provided on-call technical support for 13 sites and central office.* Initiated services at onsite and remote locations.* Performed backup of all financial data and maintained accurate inventory of all equipment.* Researched and contracted with vendors to find best merchandise at best prices, and setup accounts.

Alpharetta, Ga, Us

Responsible for the hiring of the FOH staff for the opening of the store.* Obtained required permits for the store and the staff.* Promoted the opening of the store to surrounding areas.* Researched and contracted with vendors to find best merchandise at best prices, and setup accounts.; References Excellent personal and professional references will be provided on request.

Network Administration

Certificate, Icnd