1. 155 Gowen Rd Manchester, TN 37355 931-247-5756 ohiostman3@yahoo.com
Sam Williams
Summary
Tech support, troubleshooting, and configuration of LAN and WAN equipment, as well as
outstanding customer service and interpersonal skills. Highly experienced in enterprise level
rollouts. Well liked and praised by customers for punctuality and results driven work ethic.
Excellent communicator who excels in leadership amongst my peers both directly working with me
and in other departments within my company. I am also well versed in working with outside
vendors and providers to complete projects accurately and on time. I am a dependable and self
motivated individual who enjoys challenges especially learning and applying new skills. I am good
working alone with little supervision as well as being a part of a group. My goals are to remain in
the industry, learn about new equipment and platforms, and to continue my education.
Specialties: MPLS network, LAN and WAN troubleshooting, LAN and WAN hardware
configuration and troubleshooting (Cisco 800 / 1700 / 2800 / 3640 / 8500, Netopia 3346 / 3347,
Siemens 5890, Juniper MX5 / ERX1440 / M320 / SRX, Brocade ADX1000), various DSL modems
(Zoom, Zyxel, Netopia, Motorola), GIT, Puppet, Linux, Multiple POS platforms (Verifone, Gilbaro,
Wayne / GE, Radiant) Wireless access points(Ubiquiti Pico Stations as well as various Cisco
WAPs),VM ware,TCPIP,and Customer service. Have worked extensively on configuring and
troubleshooting T1, DSL, Cable Internet, 3G / 4G both on the Cybera network as well as with
practically every broadband provider available in the United States (Verizon, AT&T,Sprint,
Comcast, VSAT,Charter, Cox, Frontier, Fairpoint, Time Warner Telecom, Level 3, Metro Ethernet,
among other smaller local ISPs)
Experience
August 2014 to Present Cybera, Inc. Franklin, TN
NOC Team Lead
 Implementing,and optimizing network / system infrastructuresfor enterprise levelnetworks.
 Maintain documentation and create design documentation utilized by customer support team.
 Escalation point of lower leveltechniciansonce they have troubleshot beyond their expertise.
 Troubleshooting LAN / WANissuesincluding site levelfirst leveltroubleshooting through
advanced troubleshooting,IP / routing issueson the Cybera MPLS network and ISP networks.
 Running and terminating Cat 5 and RG6 cable to spec
 Coordinating approved service outagesfor mandatory network upgradesand maintenance
 Service customerJuniperSRXfirewallchange requests
 Deploy virtualized via vmware vSphere Web Client OpenVPNconcentratorsto terminate
customer’ssite to site SSL VPN.
 Supervising a team of 15 employees
February 2012 to
August 2014
Cybera, Inc. Franklin, TN

2. A ctivations Group Team Lead
 Managed team of 10 technicians during migration of 12,000 Shellgas stations migrating off of
satellite onto Cybera service as wellas over3,000 Exxon gas stations,and 3,000 O’Reilly Auto
Parts locations.
 Provisioning, network test and turn-up
 In addition to managing team I washeavily involved in working with field technicians to installa
variety of DSL,Frame,cable,and 3G/4Gcircuits working with a multitude of service providers
to include AT&T,Verizon,Sprint,Frontier,Fairpoint,Centurylink,Comcast,Time Warner
Windstream Level3 as wellas smallISPsin remote areas.
 Worked with POS technicianson Gilbarco,VeriFone,DresserWayne,and NCR systemsboth IP
and serial.
 Installation and maintaining routed and bridged networks.
 Install,configure,and troubleshoot Cisco and Juniper routers,switches,and WAPs.
 Completed a variety of MACwork asrequested by customersto modify services as instructed.
 Configured replacement CPE when customerequipment was deemed faulty
 Responsible for training employees forcustomer rollouts as wellas setting work schedules.
April 2006 to February
2012
Cybera, Inc. Franklin, TN
Solutions Management Center Technician
 Worked in callcenter taking on average 40 calls per day
 Provided superior customer service
 Tracking allissues worked in a trouble ticket system,
documenting internaland customerfacing notesuntilresolution.
 Managing over 80 different customers,15,000 plus circuits,ATM back bonesto carrier partners,
Customer Host circuits,aswellas Cybera core network.
 Escalated issues according to proceduresasneeded
 Solid understanding of networking and TCPIP protocols
 Static routing,OSPF,BGP,VPN,IPSec,GRE,and NAT
 Opened and worked trouble ticketswith ISPsuntilcircuit issues were resolved
January 2004 to March
2006
Dish Network Nashville, TN
Field Technician II
 Performed installations and trouble calls of satellite equipment and television receivers
 Provided superior customer service
 Explained functionality of equipment and servicesto customersafter installation.
 Installed RG-6 cable in attics,underneath houses,walldrops and terminated cable to specification.
 Underwent hoursof safety training
 Climbed 20 ft latters asnecessary to installsatellite dishes and to run cable asneeded in customer’s
homes
December 2002 to United States Air Force Minot, ND

3. December 2004
B-52 Crew Chief
 Advised on problems maintaining,servicing,and inspecting aircraft and aerospace SE.Used
technicaldata to diagnose and solve maintenance problems on aircraft systems. Interpreted and
advised on maintenance proceduresand policies to repair aircraftand SE.
 Troubleshot and maintained aircraft structures,systems,components,and SE.Tested repaired
components using mockups and test equipment.
 Inspected aircraft structures,systems,components,and SE.Supervised and performed aircraft
and component inspections. Inspected and checkscomponentsforclearances,tolerances,proper
installation, and operation. Reviewed maintenance forms,aircraft records,and reportsto ensure
complete documentation.
 Coordinated maintenance plansto meet operationalcommitments.
Education
August 1997-May
2001
John Overton High School Nashville., TN
High School Diploma
 Graduated with honors
Network Plus certified November 2008
References
References are available on request.