Will West
Technical Team Manager - Enterprise
43 years old
Driving License
Reading United Kingdom
Employed
Open to opportunities
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
Detailed Description
- My time at Datto is an extremely positive experience. I started as a trainee tech (the only member of the support team) and was quickly promoted to supervisor with the hiring of 2 more staff. From this time we have seen the department grow to 19 people. For the majority of this time I was managing multiple departments, including technical support, hardware operations (including stock control), cloud operations, and logistics. I now focus solely on support (due to the size of the team and territory covered) and continue to be an instrumental leader in the department and the company's massive growth.
Company Description
Datto is an innovative provider of comprehensive backup, recovery and business continuity solutions used by thousands of managed service providers worldwide.
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
Detailed Description
- My first foray into the world of corporate IT, I began as a trainee technician. Hitting the ground running, I quickly learned Linux, ZFS, and the Zendesk ticketing system. Most of my time performing my duties and learning these technologies was alone as I was the only employee at the time, and the director spent most time out of the office. I feel this was of great benefit as it forced me to learn everything quickly, and combined with my inherent nature of giving no less than my best, allowed me to quickly grow as a technician.
Company Description
Datto is an innovative provider of comprehensive backup, recovery and business continuity solutions used by thousands of managed service providers worldwide.
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