William Jackson Email & Phone Number

• Identify Customer impact and stakeholder risk assessment for Critical Events • Oversee and coordinate technical teams to provide timely resolution of Critical Events • Document customers impacted, timeline, team participants and activities of Critical Events • Ensure staff is managing High Priority events within internal SLO’s and Customer SLA’s

• Acknowledge and react to hosting environment events.• Escalate incidents according to procedural documentation and training.• Provide and obtain timely updates to/from relevant parties (internal and external).• Proactively communicate with customer according to SLA requirements.

• Maintain network stability through advanced troubleshooting, timely resolution of customer incidents, and proactive maintenance.• Configuring and supporting level 2 and level 3 network equipment at A and B locations.• Ensure all internal systems and customer environments are operational through the use of Network/System Monitoring Tools.• Monitor customer and Infrastructure environments to quickly identify and resolve incidents.• Management of telecommunications vendors.

• Responsibilities include installation and removal of all servers and network appliances within the datacenter.• Provide hands on support for all upgrades, troubleshooting and maintenance of hardware within the datacenter.• Responsible for the installation and troubleshooting of all internal and customer cross-connects and data cabling, as well as maintain the necessary database.• Provide onsite data center support including monitoring visual alarms, electrical power status, systems alarms and asset management-tagging.• Interact with the various Telco vendors to coordinate installs as well as troubleshoot outages.

• Core responsibilities included resource and project management for all activities within the production environment.• Directing data center personnel in the day to day operation of the data center including scheduled maintenances, and project fulfillment. • Was member of the team mandated with planning and implementing network expansions and cost savings projects. • Creation and maintenance of multi-platform documentation including cable diagrams, capacity management, and power consumption.• Developing training programs for data center personnel and cross training members of the Network Operations Center.