William Lamm
Raleigh
Summary
Customer-centric Technical Consulting Engineer with extensive expertise in cloud platforms, application support, and enterprise collaboration services. Skilled in overseeing and maintaining FedRAMP-compliant, enterprise-wide collaboration platforms, providing tailored solutions, and driving operational excellence through ITIL-based processes. Skilled in FedRAMP-compliant cloud infrastructure, API integrations, and large-scale collaboration platforms.
Overview
10
10
years of professional experience
Work History
Technical Consulting Engineer
Cisco Systems – FedRAMP Cloud Collaboration
07.2020 - Current
- Partnering with customers to troubleshoot and resolve technical challenges, maximizing their ability to leverage Cisco technology for optimal value and performance.
- Delivering operational support for FedRAMP-compliant cloud collaboration services, addressing incidents and service requests.
- Managing ticket queues, ensuring timely resolution in alignment with Service Level Agreements
- Designing tailored solutions using REST APIs and Python to improve workflows and enhance integration.
- Conducting training sessions and developing user guides, SOPs, and materials to ensure platform adoption.
- Collaborating with cross-functional teams to address technical escalations and solutions.
Partner Engineer
Twitter
01.2016 - 01.2020
- Acted as a technical liaison between engineering teams and enterprise customers, ensuring successful adoption of APIs, SDKs, and platform integrations.
- Worked directly with clients to understand business requirements, translate them into scalable technical solutions, and provide hands-on support for onboarding and escalations.
- Delivered technical presentations, demos, and training sessions to drive customer enablement and long-term adoption.
- Designed automation scripts and integration workflows in Python and JavaScript to optimize customer onboarding and monitoring.
- Partnered with internal SRE and product teams to resolve reliability issues and improve API performance, reducing enterprise customer incident volume by 30%.
- Created technical documentation, best practices, and reference architectures tailored to customer use cases.
- Supported major product launches by aligning technical capabilities with customer requirements, ensuring seamless rollout and adoption.
Education
Bachelor of Science - Computer Science
East Carolina University
05-2016
Skills
- Programming: Python, Java, C, SQL
- Microsoft 365, Azure, AWS
- Cisco Webex, SharePoint, Zoom, Microsoft Teams
- Data Visualization Tools, SaaS Tools
- SIP, VPN, TCP/IP, VLAN, DNS, CCNP
- Wireshark, Cisco Packet Tracer
- Endpoint Security, Cloud App Security
- Operating Systems: Linux, Windows
- CRM, Salesforce, Jira, Kibana
Timeline
Technical Consulting Engineer
Cisco Systems – FedRAMP Cloud Collaboration
07.2020 - Current
Partner Engineer
Twitter
01.2016 - 01.2020
Bachelor of Science - Computer Science
East Carolina University
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