William Welborn Email & Phone Number

Cary, Nc, Us

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

I oversee a program of monthly support operations reviews that read out the health of our support services to both the Engineering leadership as well as the TAC leadership for each of the products supported by the Cloud Collaboration TAC teams. As a part of this we perform a deep dive on our case drivers and look for and drive support and product improvements.

Raleigh-Durham, North Carolina Area

As a trainer in the Cloud TAC organization, my job is to ensure that Cisco's Tier 2 customer support engineers are knowledgeable on our cloud calling, Webex Meetings and Webex Teams products, as well as knowing how to troubleshoot issues in the various related parts of the customer's networks, like Exchange, CUCM, CUBEs and Expressways.

Raleigh-Durham, North Carolina Area

As a Full Stack Dev, I help Cisco's Engineering HR organization to be more productive through the use of automation and digitized processes. I primarily build and deploy various web systems, that make it easy for our employees to do everything from generating their Outlook email signatures to large scale data processing systems that reduce cycle times and increase productivity.The role involves a little bit of everything; from front-end UI development and managing servers to helping… Show more As a Full Stack Dev, I help Cisco's Engineering HR organization to be more productive through the use of automation and digitized processes. I primarily build and deploy various web systems, that make it easy for our employees to do everything from generating their Outlook email signatures to large scale data processing systems that reduce cycle times and increase productivity.The role involves a little bit of everything; from front-end UI development and managing servers to helping setup and run tech for Cisco events! Everyday is something new and another chance to improve how we support our global workforce. Show less

Raleigh-Durham, North Carolina Area

I build tools and web apps to support Operations - Employee Services:EE Support: A self service tool for employees to find HR and Technical Support, used globally by thousands of employees per day to reach critical support. The platform has a global up-time requirement, yet to experience downtime.Obelisk: A content management platform that provides real-time analytics, responsive design that adapts to any size device, web based management system for updating pages, and built-in… Show more I build tools and web apps to support Operations - Employee Services:EE Support: A self service tool for employees to find HR and Technical Support, used globally by thousands of employees per day to reach critical support. The platform has a global up-time requirement, yet to experience downtime.Obelisk: A content management platform that provides real-time analytics, responsive design that adapts to any size device, web based management system for updating pages, and built-in permissions that are transparent to the user.Service Central: A service architecture platform visualizing the hierarchy of 27 services as well as 84 service offerings. Mapping this hierarchy painted a broader view of where the organization's main bodies of work lay. Later improvements to Service Central added the abilities to track active initiatives and continuous improvement projects, as well key points such as stakeholders, regional managers and global/regional escalation paths.Talent Review: Lead the organization's global talent review, providing metrics and analysis of employee tenure and performance. Worked with the directors and their senior staff to collect the talent rankings and recommendations to meet the deadlines of the rewards cycle. After completing the cycle, I worked to create a web portal to automate the process and move it out of manual Excel sheets.Succession Planning: Managed the tracking of Employee Service's succession planning for the senior staff of the service pillars. This involved keeping the plans up to date with the several layers to potential back-fills that were identified by the directors and senior staff. Show less

Raleigh-Durham, North Carolina Area

I updated four thousand pages of Cisco's intranet to support changed organizational branding. My responsibilities grew to include building a new enterprise wide employee support app on web and mobile.

Raleigh-Durham, North Carolina Area

I worked to digitize the label information into an American Museum of Natural History database. I also provided ad-hoc IT support to people in the Entomology department as well as helping to manage the collection website and improve its features.

Raleigh-Durham, North Carolina Area

Bachelor’S Degree, Information Technology Management, 3.94

Activities and Societies: Alpha Sigma Lambda

Associate’S Degree, Computer Information Technology, 3.81

High School