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Will West

Will West

Technical Team Manager - Enterprise

43 years old
Driving License
Reading United Kingdom
Employed Open to opportunities
  • 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
  • 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

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.
  • Windows Server
    Good
  • Ubuntu Linux
    Good
  • Mac OS
    Good
  • CentOS
    Notions
  • Red Hat
    Notions
  • Virtualbox
    Intermediate
  • VMWare
    Notions
  • KVM
    Notions
  • Docker
    Notions
  • Google Cloud Platform
    Notions
  • AWS
    Notions

ZFS

  • Manipulating Datasets
    Good
  • Performing Data Snapshots
    Good
  • Understanding & Creation of Zpools
    Good
  • Advanced Configuration
    Intermediate
  • SQL
    Notions
  • Zendesk
    Good
  • TSIA Certified Support Professional Manager
    Advanced
  • Zendesk Insights
    Intermediate
  • Tableau
    Good
  • NewRelic
    Intermediate
  • Excel
    Good
  • Digital art - Clip Studio Paint, Procreate, Corel Painter, Canyon Pixelmator, Gravit Designer
  • Digital Music creation - Fruity Loops, Audacity, Ableton Live, Serum, Massive
  • Weightlifting