William Jackson Email & Phone Number

Norton, Kansas, US

• Successfully expanded the IT support team from two to seven technicians, turning around a previously non-functional department and resulting in a significant increase in productivity and a more efficient workflow.
• Managed implementation of new Pulseway RMM and PSA ticking system, reducing downtime and increasing customer satisfaction through faster response times.
• Built SLA and ticketing processes from the ground up, resulting in a more organized and streamlined approach to handling customer support requests.
• Consolidated disparate and non-working systems to new vendors and software, resulting in a more cohesive and integrated IT environment, improved system stability, and increased cost savings.

During the pandemic, like so many, I faced some challenges. The COVID-19 pandemic hit, causing disruptions in my personal and professional life. During this time, I found myself needing to relocate from my home in Seattle to Denver to care for my family. I'm happy to report that I'm back in the work world now with an extra does of adaptability, resilience.

Auburn, WA, US

• Led a team of seven to ten I.T. support professionals fielding technical support requests for more than one thousand employees and faculty members. In the latest campus accreditation review, my team received special.
• Project engagement for I.T. initiatives, as PM, team member, or stakeholder in a quickly changing environment. Due to the pandemic, I directly impacted our successful move to remote I.T. services and support.
• Implementation of service management processes, including implementing the first ITIL-centric incident management system (Solar Winds Service Desk).
• Created curriculum, launched, and trained users for campus-wide technical skills enhancement training (SET). Essential to migrating larger campus communities to "remote" technology such as Teams and SharePoint.
• Escalation manager between and liaison for faculty (union), employee (union), admin (exempt), and student regarding I.T. initiatives.

Seattle, WA, US

• Created I.T. department from the ground floor up in a fast-paced, growing health care startup.
• Developed a technology plan to stabilize the clinical I.T. environment quickly and replace non-functional HaaS providers.
• Implemented I.T. policy and procedures to ensure HIPAA compliance and escalated information security for medical personal and records.
• Managed relationships with vendors and ensured SLA adherence to include HAAS provider, telecom, cloud-based compliant systems to match budget with business needs.
• Acted as incident manager for system down, operational, and escalation scenarios.
• Managed projects for technology build-out for new clinic locations and updates to existing sites. Directly impacted the build-out of four recent clinic locations.

• First embedded Google support representative for Costco's exploration into migrating from Microsoft Office licensing to Google Applications.
• Acted as project liaison between Costco, Google management and support, and Tempus Nova management and development resources to drive Google applications deeper into the Enterprise.
• Defined business requirements for custom-coded Google Application add-on modules developed by Tempus Nova.
• Advised on, created, and trained on initiatives to deepen the education level of Costco team members regarding Google applications.

Bellevue, WA, US

• Supervised a team of four tier-two I.T. professionals responsible for supporting direct divisional infrastructure (Parts Division managed) and end-user requests (I.T. Division managed) assigned via centralized (I.T..
• Act as escalation manager for server, infrastructure, and application down scenarios directly associated with the Parts Division. Liaison between more significant I.T. division initiatives and Parts division.
• Directly oversaw and actively worked to replace 250 PCs for on mass replacement of all computing equipment within the PACCAR Parts division. This initiative was mandated to adhere to a 90-day timeline.
• Worked as a high-impact team member in the project to move all PACCAR parts service requests to an automated system (in-house system) to enhance I.T. service management. Created training materials, website upgrades.
• Ensure that team met operational objectives daily to include infrastructure enhancements, security, and P.C. hardware deployments. Provide process review and oversight to identify areas of continuous improvement.

Bellevue, WA, US

• Supervisor of twelve mixed tier one and two external-facing technical support professionals for the global Kenworth and Peterbilt dealership network. Provided software support for forty client and web applications with.
• Reviewed, analyzed, and streamlined existing processes to enhance service levels. In 2010 directly managed project booked department-wide Six-Sigma Savings of over $79,000 via automation of the user ID request process.
• Worked as a high-impact team member for a project to build a centralized PACCAR knowledge management system. System development and workflow evolution allowed for automated review and acceptance of knowledge articles..
• Devised, implemented, and monitored monthly group KPIs. Designed and initiated deployment strategies for software releases. Managed queue volumes and adjusted call routing as required based on changing needs.