William Mock Email & Phone Number

Indianapolis, In, Us

Sydney, Nsw, Au

• Direct and oversee a highly technical support and migrations services team of 400 engineers and Cloud migrations managers across three disparate geographic locations.• Develop and implement initiatives to continuously enhance support capabilities, capacity, and quality for the largest and most sophisticated clients while providing 24/7 advanced support.• Ideate and establish the overarching Cloud support strategy which includes scaling the team, balancing costs, and standardizing processes to ensure a consistent and reliable customer journey.• Adapt proactively to the continuous evolution of Cloud customers and their needs in partnership with Cloud product leadership, resulting in an enhanced customer support experience.• Review, evaluate, and implement measures to optimize critical business processes as well as establish and monitor key metrics.• Study and analyze operational metrics to identify wins and drive improvements for increasing value for Cloud customers.• Achieve numerous company level OKRs that directly impact the company balance sheet, such as migrating customers from Server to Cloud and reducing COGS.• Recruit, develop, and guide top talent while advancing leadership aptitudes across the organization, including direct reports, Regional Managers, and the direct reports of Support Managers, by implementing frameworks and programs.• Devise and deliver data-driven insights, financial/non-financial achievements, and regular progress updates to partners.• Engage with key stakeholders, including Cloud product leadership and Support & Success leadership, to improve visibility of Cloud support customer needs and ensure multi-functional collaboration.• Cultivate and foster strong relationships with premier customers, ensuring the delivery of superior service and heightening customer satisfaction and loyalty.• Empower the team to achieve operational excellence by displaying and promoting a customer-focused mentality and culture.

Seattle, Wa, Us

HomeAway, an Expedia brand, is the world's leader in vacation rentals that has more than 2 million vacation rentals in 190 countries, it has operated through 50 websites in 23 languages.Accountable for multiple global applications and environments related to HomeAway’s internal and external websites. • Demonstrated expertise in administering multiple global applications and environments related to HomeAway’s internal and external websites including vrbo.com. • Investigated, diagnosed, and resolved issues at the physical level of the network, maintained network measurement hardware and software, and conducted physical checks and testing of applications and interfaces.• Served as subject matter expert for application design to support the detection and analysis of issues and develop solutions to highly complex problems.• Cross-collaborated with product line team members, IT teams, and business users to identify, assess, and fully understand customer needs.• Designed and integrated new environments for applications, from barebones server or VM, and headed the launch of a fully functional application, including network, load balancing, and DNS.• Monitored, defined, and evaluated performance characteristics of web applications to ensure scalability and appropriate capacity. • Analyzed network data and infrastructure to determine inefficiencies and problems and monitored computer systems and networks for viruses, malfunctions, and errors.• Prepared network analytics and data reports as well as trained the engineering team on new systems, protocols, and best practices.• Maintained current knowledge of the latest advancements in technology, protocols, and best practices.

Round Rock, Texas, Us

Multinational computer technology company that provides technology solutions, services and support with more than 130,000 employees worldwide Primary responsible for supervising multiple global applications and environments related to www.dell.com frontend and system configuration. Involved with the infrastructure solution design and deployment of servers. • Spearheaded the implementation and support of multiple global applications and environments for www.dell.com frontend and system configurations in addition to infrastructure solution design and server deployment. • Directed the full project lifecycle from ideation, planning, and provisioning to stabilization in production. • Applied robust knowledge and understanding of numerous applications and interfaces to troubleshoot and diagnose issues for diverse programs.• Forged relationships with business customers while determining server platform requirements for scalability, high availability, and disaster recoverability, as well as desired performance characteristics.

London, Gb

Gaming technology company that operates in five continents, and it employs over 8,500 individuals worldwide in 52 countries. The company has customers in 114 countries and had revenues of 3 billion euro.Hired for supporting application, build, and infrastructure support for multiple online and video lottery jurisdictions. Oversaw numerous critical transaction processing systems integrated with BMC Impact Explorer to support and maintain system integrity, running on a variety of platforms including VMS, AIX and Linux with integrated DB2 or Sybase databases.➜Permanently ensured that all issues, concerns, and changes within the data center concerning all lottery jurisdictions are properly documented and communicated throughout all shifts.➜Team was responsible for verifying the accuracy and quality of the hardware and software in the data center through maintenance, attention to detail and software tools available.➜Recognized potential problems or concerns and took the initiative to bring a valid solution to both internal and external customers in a timely manner.➜Oversaw BMC Impact Explorer infrastructure in a test environment. Tested controls and solutions to improve production processing times and developed administration tools including JIRA.➜Monitored and approved change requests and work orders, which had a direct impact on production processing.

Austin, Texas, Us

IBM Texas Employees Federal Credit Union, currently Amplify is a member-owned financial cooperative with more than 57,000 members and over $800 million in assets.Responsible for the operational support for transactions, running and troubleshooting computer & network systems in AIX environment and performing data conversions during automation implementation. Applied an in-depth knowledge of computer systems, database applications, proprietary technologies and RS6000 systems.