Hello, I'm Owen Mettam

Technical Support Engineer | AI, Networking, and Collaboration

IT engineer with experience in driving AI-powered support solutions, collaboration technology, and technical training, with hands-on experience implementing GenAI and MCP workflows in enterprise environments.

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Owen Mettam

About Me

I am an IT engineer with extensive experience in driving AI-powered support solutions, collaboration technology, and technical training. I have hands-on experience implementing GenAI and MCP workflows in enterprise environments, delivering innovative solutions that enhance efficiency and user experience.

Based in Western North Carolina, I specialize in Webex technologies, incident management, and creating educational content that empowers users and improves technical support processes.

Professional Experience

Cisco Logo

Technical Consulting Engineer

Cisco

Morrisville, NC • Remote

July 2020 - Present
  • Collaborated with customers to understand technical requirements and provide tailored Webex solutions, achieving over 96% customer satisfaction
  • Designed and deployed AI-assisted support workflows using GenAI and MCP tool calls to automate Webex user management, reducing resolution time
  • Created 22 video trainings with over 21k views, providing next-level content for customers to implement in their organizations
  • Handled multiple executive-level escalations and incidents across the Webex portfolio
  • Speaker at WebexOne 2025 in San Diego, CA for "Webex for Partners: Relationships, Settings, and You"
Western Carolina University Logo

Senior Data Analyst

Western Carolina University - College of Business

Cullowhee, NC

May 2019 - May 2020
  • Managed the internal database team, including staffing and training of 2 employees
  • Collaborated with front-end developers and stakeholders to create new workbooks and dashboards
Western Carolina University Logo

Student Technology Assistant

Western Carolina University - Division of IT

Cullowhee, NC

Aug 2018 - May 2020
  • Provided technical support and troubleshooting for hardware, software, and network issues to students, faculty, and staff
  • Contributed to the delivery of training materials for end-users around IT services available to students

Education

Western Carolina University Logo

Bachelor of Science in Business Administration

Computer Information Systems

Western Carolina University

Cullowhee, NC

Aug 2018 - May 2020
Vance-Granville Community College Logo

Associate of Arts

Vance-Granville Community College

Henderson, NC

Aug 2016 - May 2018

Certifications

Cisco CCNA Logo

Cisco Certified Network Associate (CCNA)

Cisco

Oct 2020 - Mar 2029

Cisco AI Technical Practitioner Logo

Cisco Certified AI Technical Practitioner (CCAITP)

Cisco

Jan 2026 - Mar 2029

Cisco Specialist Collaboration Logo

Cisco Certified Specialist - Collaboration Hybrid and Cloud (CCS-CHC)

Cisco

Feb 2026 - Mar 2029

ITIL 4 Foundations Logo

ITIL 4 Foundations

PeopleCert

Jan 2022 - Oct 2027

Microsoft Azure Fundamentals Logo

Azure Fundamentals (AZ-900)

Microsoft

November 2020

Microsoft Security Fundamentals Logo

Security, Compliance & Identity (SC-900)

Microsoft

March 2022

Fortinet Cybersecurity Logo

Certified Associate Cybersecurity

Fortinet

May 2025 - May 2027

Skills & Expertise

AI & Automation

Generative AI (GenAI) MCP Workflows REST APIs Prompt Engineering Python

Networking & Security

Networking TCP/IP Cybersecurity DNS/DHCP SSO/SAML OAuth 2.0

Collaboration Technologies

Webex Webex Calling VoIP/SIP Zoom PSTN/SBC

Tools & Processes

ITIL Incident Management Project and Program Management Jira/Confluence Root Cause Analysis (RCA) Change Management

Communication & Teaching

Technical Content Creation Public Speaking Conference Speaker Remote, Hybrid, and In-Person Collaboration Technical Documentation Mentoring and Coaching Video Production

Get In Touch

Contact Information

owenmettam@gmail.com
919-579-1011
Cullowhee, North Carolina, USA