Vernon Williams

-Design and implement network infrastructure at Branch locations. -Upgrade software on network infrastructure equipment at all Branch locations. -Prepare and update network documentation. -Maintain a mixed Palo Alto and Cisco network infrastructure. -Configure and install firewalls, VPN endpoints and RADIUS authentication. -Troubleshoot and diagnose network traffic issues using but not limited to the following tools. ping, traceroute, Wireshark, Fiddler. -Review and negotiate ISP contracts. -Coordinate installation and maintain ISP circuits (Fiber/Broadband) for Branch locations. -Coordinate the renewal of software and support licenses for network infrastructure devices (physical/virtual). -Review proposals and coordinate work with low voltage vendors on various IT projects at Branch locations. -Configure Port-channels, Private Vlans and ports on switches to ensure the connectivity between the applications and servers. -Test and coordinate install/upgrade of VPN client on end user machines. -Review vulnerabilities on network infrastructure equipment at Branch locations and implement CIS standards in accordance with your IT security team. -Support, administer and maintain network monitoring systems. -Work with users to verify connectivity and troubleshoot Firewall related connectivity issues. -Knowledge of routing and switching including the configuration of OSPF, EIGRP, RIP and Static.

• Perform infrastructure site survey at all new and current Supply Chain Services locations. • Design, order and install layer 2 infrastructure equipment for new start-up locations. • Design, order and install wireless infrastructure at supply change services locations. • Coordinate with 3rd party vendor to provide cloud base VoIP service, RF scan gun support, and low voltage cabling installation. • Provide level 3 network and end user support for 200+ supply chain offices. • Provide infrastructure cost models to IT project team. • Create and maintain knowledge articles for Helpdesk and NOC support.

Install LAN network components, tracking and renewing licenses for software and equipment, monitoring LAN performance, upgrading LAN network software and hardware, creating network redundancy and backups to ensure stability in the event of network failure. Support VoIP infrastructure and its associate software, including IP-PBXs, call management systems, voicemail and interactive voice response. Troubleshoot network related issues utilizing but not limited to Solarwinds, CSM, Meraki dashboard, CUCM Analyzer, Cisco Unified Real-Time Monitor Tool. Maintenance of network component inventory and related documentation.

Provide level 2 network support for all business partners for Consumers Energy. Juniper, Nortel/Avaya, and Cisco QOS monitoring. Diagnose multiple network related issues on ATM network, Private Fiber Ring, and T1/T3 circuits. Troubleshoot LAN/WAN corporate network on Layer 1 through 3 of the OCI model. Coordinate LAN/WAN network refresh projects. Coordinate T1 and T3 internet circuit renewals with multiple circuit vendors. Diagnose faulty network equipment and work with manufactures and service providers on RMA’s. Provide replacement and/or spare network equipment to the Infrastructure Field Support team. Maintain team operational runbook. Lead instructional refresher classes for the Infrastructure Field Support team. Keep off-shore team up to date on any physical and/or logical changes to the network. Diagnose wireless issues on corporate and guest networks. Network Operation change coordinator which included but not limited to creating change tickets, coordinating with multiple teams and business partners, and presenting changes to the change management team.

Provide level 1 and 2 network support for all business partners in the entire state of Michigan for Consumers Energy. Opened and close anywhere from 10-40 incident tickets a week which includes Priority 1 through Priority 4 tickets. Create, coordinate and implement network changes for Consumer Energy’s (CE) corporate network which includes the use of HP Service Manager 7. Monitor, maintain and manage 100+ IDF/MDF network rooms for CE in the state of Michigan. Provide backup support for Data Center operations. Monitor and troubleshoot 300+ uninterrupted power supplies across the state for CE, including 3-Phase Symmetra 16+ Kilowatt units. Placed on several projects for CE which included upgrading their local and wide area network equipment. Coordinate and lead training sessions once a month for the Distributed Operations Team. Create multiple operational procedures for the Distributed Operations Team. Create and maintain documentation for 100+ IDF/MDF network rooms which included all network equipment with in each room for CE across the state. Achievements: • Maintain procedural runbook for the Distributed Operations Team. • Maintain a 100% Service Level Agreement.

Monitor and troubleshoot network circuits for Consumers Energy’s network infrastructure throughout the entire state of Michigan. Monitor and provide level one support for network circuits using HP OpenView, SSH, Telnet for Consumer Energy’s 800Mhz radio network for the entire state of Michigan. Used Redwood Cronacle to monitor and manage multiple batch jobs for Consumers Energy SAP database. Monitored and created incident, request and change tickets. Coordinate with vendor’s and distribute operations team for level 2 and 3 technical troubleshooting. Provide assistance to distribute operations team and data center technicians while installing, repairing and replacing network and server equipment throughout Consumers Energy’s network infrastructure and data center sites. Maintain daily, weekly and monthly report cards for Consumers Energy network infrastructure and radio tower sites. Achievements: • Maintained procedural runbook for Service Assurance Center. • Created and managed the Service Assurance Center shift schedule. • Service Assurance Center team lead

Provided daily technical support for 40-50 residential and business subscribers for Comcast digital phone, high speed internet, and cable television. Participated in testing, quality assurance, and deployment of software that helped Comcast drastically improve their subscriber account processing. Maintained overnight call center operations for over 200 employees in the Ann Arbor call center. Provided assistance to the Network Operations Center in the Comcast Ann Arbor call center as a temporary operations coordinator. Maintained outage notification boards for call center operations in Michigan and Indiana. Used Remedy and GrandSlam ticketing system for ticket creation of over 2 million customer related Internet, Digital Phone and Cable TV repair issues. Helped over 2 million customers with wireless router setup and maintenance.Reported software bugs and corrections of Remedy LOQ's to higher level support tiers. Provided assistance in testing and evaluating new call center phone systems (Avaya) with the operations department. Achievements: · Frequently working in special task groups to test software and providing support to the rest of the call center for that software. · Assigned to special teams to perform quality assurance on subscriber accounts. · Member of the call center Help Desk which provided additional help for over 400 call center Support Specialists. · Temporary Operations Coordinator during midnight hours. · Piloted the technical support team for Comcast Business customer product services.

Pole Vault Coach

Pole Vault and Jumps.

Provided laptop and desktop support for over 24,000 faculty, staff, and students by phone, face-to-face and/or vie-email at Eastern Michigan University. Provided assistance with implementing and maintaining network servers, switches and routers for the network engineers. Created and maintained over 24,000 faculty, staff, and students email accounts. Setup, repaired, upgraded and constructed new desktop and laptop computers for faculty and staff. Managed and maintained over 24,000 faculty and staff network logins/profiles using active directory Windows 2000 Server. Used Remedy for ticket creation of employee, staff and student computer related issues. Maintained, repaired, and updated box office software and computer terminals for the Convocation Center at Eastern Michigan University.

Created, maintained and updated university web pages for the Dean of Students, Veteran Services and Disable Persons Offices. Supervised and monitored operations for 10+ staff at the Veteran Services Office at Eastern Michigan University. Prepared, maintained and supervised all veterans certified forms for receiving benefits from the government while attending Eastern Michigan University.

Operated and maintained 10+ different types of radio equipment from handheld to mobile, using LF to SHF frequency transmitters. Assigned to special task units as field/satellite radio operator. Tasked as the 24th MEU's unit commander's personal radio operator when off ship. Managed, instructed and administered 39+ Marines in communications command center operations on ship and on the ground. Maintained and operated encryption equipment for radio communications. Performed tier 1 and tier 2 maintenance on all field radio equipment. Performed platoon sergeant duties during my last year of my 4 year term in the Marines. Achievements: • Awarded Navy Achievement Medal for temporarily taking duties as Radio Chief during training exercises in the Mediterranean Sea. • Supervised command center communications aboard the USS Nassau for the 24th Marine Expeditionary Unit. • Assigned and supervised Field Radio Operators to special task groups of the 24th Marine Expeditionary Unit.