Will West

Experiences

Reduced recruitment pre-screening costs by 50%
Implemented new global internal promotion process
Ensure Fanatical Support quality is maintained
Drive process improvement and increase efficiency
Review and update tools to improve staff experience (thus improving customer experience)
Use KPIs to track quality, workload, common issues, and identify training requirements
Organise team-building events
Contribute to the infamous Rackspace culture

Datto Europe

July 2012 to November 2017

Full-time

Reading

United Kingdom

Ensure quality of support is to the highest standard
Use KPIs to track quality, workload, common issues, and identify training requirements
Provide training to the team to ensure knowledge is kept up to date
Quickly resolve escalations from all levels of support
Maintain regular inter-departmental communication to aid workflow and company growth
Ensure company culture and positive attitude are prevalent throughout the department
Lead the departments' explosive growth into new territories
Implement new procedures to improve workflow and improve customer experience

Learn more

Resolve product-related issues whilst ensuring a high quality of service to MSPs and VARs
Ubuntu specialist with utilisation of ZFS to perform system backups of customer sites
Upload of customer data using rsync direct into the Datto cloud
Perform customer site restores during emergency situations
Verify integrity of customer backups
RDP to Windows Servers to resolve backup failures
Build Datto products to customer specification

Learn more

Education

A 2 year course covering most of the basics of everything IT. Topics included networking, coding, digital media, and hardware.

A 2 year course based around coding using various languages. These included comal, pascal, assembler, and Java.

Skills

Interests

Digital art - Clip Studio Paint, Procreate, Corel Painter, Canyon Pixelmator, Gravit Designer
Digital Music creation - Fruity Loops, Audacity, Ableton Live, Serum, Massive

Technical Team Manager - Enterprise