Michael Cornett Email & Phone Number

Lula, GA, US

Milwaukee, Wisconsin, US

• Ensure firewall configurations and network communications meet or exceed external regulation and internal policies and standards.
• Perform network communication risk analysis and compliance assurance for various external regulatory reporting requirements.
• Evaluate network communications to ensure they are secure both internally and between external clients.
• Review pre-change firewall requests for policy and standards adherence.
• Audit existing firewall policies.
• Identify potential risks and threat hunting.

Dallas, TX, US

• Provided cybersecurity consulting services specializing in applying security engineering to Endpoint Management and Mobile Device Management (MDM) for Federal, State and Local governments, Law Enforcement Agencies, and.
• Strategically created baselines aligning with security standards and frameworks clients could utilize increasing customer satisfaction scores by 20%.
• Increased client commitment through strong project management skills yielding an 80% increase in monthly completions.

Dallas, TX, US

• As Managed Router Services - Project Implementation Manager, I lead the delivery of complex WAN / LAN network infrastructure at over 4,800 Federal and State government sites. From initial consultation, system.
• Ensured FIPS, FISMA and FedRAMP compliance by evaluating supply chain components and vendors in accordance with NIST guidelines.
• Successfully planned and delivered network architecture for large multi-state Federal campuses.
• Reduced costs through Robotic Process Automation (RPA) Solutions utilizing VBA Scripting, Python, Shell Scripting, and Automation Anywhere (Example: BOT Title: GPS Ad Hoc Task Generator; Initial annual revenue: $20K.
• Developed validation system to ensure network assets are matched with transport circuits and management poller systems.
• Improved customer satisfaction by automating notification to all team members of assigned field service technicians, engineers, and status of equipment shipments.

Dallas, TX, US

• Served in a dual role driving multiple projects simultaneously for application development, product development, and business process design as deemed by operations vice president and multiple directors, while also.
• Applied knowledge of network architecture and agile development to create system to assemble cross-functional teams for automation development streamlining traditional process. Significantly reduced cost by shortened.
• Successfully reduced annual operating costs by $200K+, projected over 5 years by conducting Business Case analysis including financial calculations such as NPV, Internal Rate of Return, and Payback periods on all.
• Developed system to predict network element failure, automate restoration activities, proactively notify customers of outage and recovery times utilizing IVR - Reduced Time to Identify by 82.5% (11 min) and MTTR by 39%.
• Reduced cost and MTTR by creating Network Analysis Trouble Resolution (NATR) utilizing regression analysis to identify faults in regional networks.
• Authored System Requirements consolidating APIs of peripheral systems transitioning 2 existing Network Management Alarm systems into Remedy ISTM platform. Significantly improved MTTR and accuracy of data presented, and.

Dallas, TX, US

• Manager of Quality / Methods & Procedures / Process Manager. In this role, I requisitioned a team of resources to guide quality improvements for services provided by AT&T Advaned Tchnical Support Team (ATST) to its.
• Performed LEAN and Six Sigma data analysis implementing process changes and system improvements within Network Operations and Customer Care departments.
• Presented system and process recommendations to the President, VP, and Directors to garner funding approval for new projects.
• Built cross-functional inter-departmental teams for successful project completions.
• Developed automated Key Performance Metrics (KFI, KVI, and KPI) monitoring including monthly maintenance via Six Sigma data capture and analysis.
• Created and Led team of Quality Managers increasing First Call Resolution and significantly minimizing Average Handle Time.

Dallas, TX, US

• In this role, I led teams of 25 or more CWA Union represented multi-media technicians performing provisioning, maintenance, diagnostics, and repair of BellSouth Telecommunications (AT&T, Inc. Acquisition) residential.
• Championed introduction of employee development plans while reducing labor grievances.
• Reduced labor grievances by evaluating requested changes and championing win / win solutions for both employees and the company.
• Exceeded Service Level targets across multiple MSOC key performance metrics (KPI) for efficiency, productivity, utilization, and quality and was awarded the Top 10% Overall Attainment Award.
• Received Customer Rules! Award recognizing actions restoring services to State of Mississippi.
• Led the Network Customer Care organization to receive the BellSouth Overall Center Award.

Dallas, TX, US

• Managed multiple outsourced contact centers in Ft. Lauderdale, FL, Shreveport, LA, and Albany, GA of 1,400+ employees providing technical support services to 12M+ AT&T BellSouth DSL customers. This role required.
• Performed monthly evaluations validating and approving vendor invoices with annual contracts of $30M-$40M.
• Initiated contract re-negotiations based on critical needs oberved through quality monitoring.
• Created and led Quality Assurance Team driving a 12% increase in Customer Satisfaction and increased Service Levels by 36%.
• Designed and executed Disaster Recovery and Business Continuity Plans for India, Philippines, Central Americas, and U.S.
• Implemented new performance measurement platform tied to contractual Service Level Agreements (SLA).

Dallas, TX, US

• Performed provisioning, maintenance, diagnostics, and dispatch coordination for BellSouth Telecommunications (AT&T, Inc. Acquisition) Broadband DSL product. During this time, subscriber count increased from 2.2M to.
• Developed application with a co-worker to automate new customer record creation resulting in $2.3M in annual saving by reducing the need for 32 FTE for the following 14 years. The application ran on Exceed Hummingbird.
• Wrote Incident Response Plans and Incident Response Playbooks for all reported network faults and failures of edge devices and core network backhaul devices.

Reston, VA, US

• Developed and implemented Enterprise Helpdesk for new client Alyeska Trans Alaska Pipeline Co. maintaining the Trans Alaska Pipeline System.Accomplishments:
• Configured BMC Remedy CRM to establish ticketing system and provide external Web interface to clients.
• Provided Access Management Security to clients for all applications according to CSO standards.
• Created Knowledgebase of client proprietary systems with detailed support steps.
• Performed remote client maintenance and software deployment utilizing MS Exchange Server, SMS, and Citrix.
• Wrote inbound and outbound call handling procedures including all escalation actions needed to resolve client issues.

Nashville, Tennessee, US

• This unique opportunity was rewarding as it was the catalyst for my life-long learning that would position me to serve others as Subject Matter Expert in multiple new technologies for years to come. Leardership had.
• Performed System Administrator activities for a 500-seat contact center and additional multi-state campuses including Security Patching, System Imaging, Data Backup and Recovery, and Disaster recovery Planning.
• Developed Web Service knowledge base of all BellSouth / AT&T DSL Network Connectivity diagnostic procedures supporting Alcatel & 3COM for Microsoft Windows 95/98/ME/NT/2000/XP and Macintosh OS 7/8/9/X.
• Compiled UAT data for client selected Oracle CRM database.
• Performed various maintenance tasks for ACD / PBX systems.

Nanodegree - Programming, Programming And Web Development

Bachelor Of Science (B.S.), Business Information Systems

Associate Of Science (A.S.), Computer Science

Honors Diploma