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Will
West
Technical Team Manager - Enterprise
43 years old
Driving License
Reading United Kingdom
Employed
Open to opportunities
Contact me
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Experiences
Education
Skills
Interests
Download my PDF resume
Experiences
Technical Team Manager
Rackspace
Since November 2017
Hayes
United Kingdom
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
EMEA Technical Support Manager/Senior Escalation Point
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
Technical Support Expert - Linux
Datto Europe
September 2011 to July 2012
Full-time
Aberdeen
United Kingdom
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
HND Networking
Aberdeen College
August 2009 to June 2011
A 2 year course covering most of the basics of everything IT. Topics included networking, coding, digital media, and hardware.
HND Software Development
Aberdeen College
August 1999 to June 2001
A 2 year course based around coding using various languages. These included comal, pascal, assembler, and Java.
Skills
Operating Systems
Windows Server
Good
Ubuntu Linux
Good
Mac OS
Good
CentOS
Notions
Red Hat
Notions
Virtualisation/Containers
Virtualbox
Intermediate
VMWare
Notions
KVM
Notions
Docker
Notions
Cloud
Google Cloud Platform
Notions
AWS
Notions
ZFS
Manipulating Datasets
Good
Performing Data Snapshots
Good
Understanding & Creation of Zpools
Good
Advanced Configuration
Intermediate
Database
SQL
Notions
Ticketing Systems
Zendesk
Good
Management
TSIA Certified Support Professional Manager
Advanced
Reporting & KPIs
Zendesk Insights
Intermediate
Tableau
Good
NewRelic
Intermediate
Excel
Good
Interests
Arts
Digital art - Clip Studio Paint, Procreate, Corel Painter, Canyon Pixelmator, Gravit Designer
Digital Music creation - Fruity Loops, Audacity, Ableton Live, Serum, Massive
Sports
Weightlifting