Summary
Overview
Work History
Education
Timeline
Generic

William Cole

Hoover,AL

Summary

Resourceful professional in network and computer systems management, known for high productivity levels and efficient task completion. Possess specialized skills in network configuration, system security protocols, and disaster recovery planning. Excel in problem-solving, teamwork, and adaptability, ensuring seamless operations and optimized system performance.

Overview

29
29
years of professional experience

Work History

AWS Cloud Administrator

Kemper Insurance Companies
Birmingham, AL
08.2019 - 12.2024
  • Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
  • Consulted users to determine areas in need of improvement.
  • Configured and maintained Amazon Virtual Private Cloud for secure network access.
  • Analyzed equipment performance records to determine need for repair or replacement.
  • Resolved incidents reported by customers related to latency or availability of hosted applications.
  • Automated deployment process by integrating Jenkins with other relevant AWS services.
  • Conferred with network users about solutions to existing system problems.
  • Designed high availability solutions with ELB, Auto-scaling group and CloudWatch alarms.
  • Analyzed utilization patterns of existing resources and identified areas where improvements can be made.
  • Implemented and provided technical support for voice services and equipment.
  • Promoted continuous improvement for IT governance processes.
  • Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
  • Implemented security measures such as IAM roles and policies and encryption techniques.
  • Monitored network performance to determine adjustments needed.
  • Diagnosed, troubleshot and resolved hardware and system problems.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Managed household errands and other essential duties.
  • Achieved cost-savings by developing functional solutions to problems.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Maintained updated knowledge through continuing education and advanced training.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked with cross-functional teams to achieve goals.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked effectively in team environments to make the workplace more productive.
  • Updated and maintained databases with current information.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.

Sr. Telecom Analyst

IPACC/Kemper Insurance Companies
Birmingham, AL
10.1995 - 12.2024
  • Drafted cost projections for system and component implementations.
  • Provided technical support and troubleshooting for VoIP, PBX, IVR, SIP Trunks, and other telecom applications.
  • Created detailed documentation related to telecom systems setup and configuration changes.
  • Analyzed system performance, network capacity, and security and capacity.
  • Managed the installation of hardware components including telephones, modems, gateways.
  • Coordinated with vendors regarding orders, billing disputes and inquiries about services provided.
  • Reviewed project drawings to perform installation activities according to specifications.
  • Communicated with end-user to address device problems and implement technical or procedural solutions.
  • Configured routers, switches, firewalls and other networking devices.
  • Monitored and replenished telecommunications equipment inventory for facilities and networks.
  • Assessed network performance metrics to identify areas of improvement.
  • Provided technical assistance to customers in the form of troubleshooting advice or resolution of service requests.
  • Coordinated hardware and software installations.
  • Analyzed call detail records for cost optimization and fraud detection.
  • Implemented new technologies such as unified messaging and video conferencing solutions.
  • Developed and implemented telecom systems to support business operations.
  • Monitored incoming calls using ACD reports to ensure quality service delivery standards were met.
  • Supported end-users with network and device troubleshooting and diagnosis.
  • Generated weekly and monthly reports highlighting key performance indicators related to telecom services usage and trends.
  • Ensured compliance with industry regulations and best practices relating to telecommunications infrastructure.
  • Conducted training sessions for end-users on how to use the organization's phone systems effectively.
  • Resolved issues with telephone lines and circuits in a timely manner.
  • Performed regular tests on systems to keep components functional.
  • Connected wires and cables to terminals and completed necessary paperwork for each work order.
  • Developed telecommunications disaster recovery plans to mitigate downtime.
  • Evaluated current processes and procedures for efficiency gains and cost savings opportunities.
  • Worked overtime to respond to emergencies and fix unsafe conditions.
  • Evaluated client telecommunications needs and recommended targeted solutions.
  • Developed strategies for improving customer experience through better utilization of existing resources.
  • Planned, installed and maintained systems and performed repairs on malfunctioning systems.
  • Maintained inventory records of all telecom equipment and supplies used in the office environment.
  • Performed system maintenance tasks such as patching and upgrading software versions.
  • Responded promptly to customer inquiries via phone or email regarding their telecom needs.
  • Documented hardware and software installation procedures.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked effectively in team environments to make the workplace more productive.
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
  • Achieved cost-savings by developing functional solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked with cross-functional teams to achieve goals.
  • Completed routine maintenance and repair.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Updated and maintained databases with current information.
  • Operated equipment and machinery according to safety guidelines.

Education

Associate of Science - Computer Technology

Herzing Institute
Birmingham, AL
05-1982

Electronics Technician Certificate - Electrical, Electronics And Communications Engineering

United Electronics Institute
Birmingham, AL
06-1976

Timeline

AWS Cloud Administrator

Kemper Insurance Companies
08.2019 - 12.2024

Sr. Telecom Analyst

IPACC/Kemper Insurance Companies
10.1995 - 12.2024

Associate of Science - Computer Technology

Herzing Institute

Electronics Technician Certificate - Electrical, Electronics And Communications Engineering

United Electronics Institute

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