Bill Akins Email & Phone Number

Bridgewater, Ma, Us

San Francisco, California, Us

Chicago, Us

Leveraging my extensive professional experience, I'm in charge of delivering top-tier customer service using my expertise across VMware and virtualization. My job is to serve as the customer's primary contact during critical system outages where I hold direct responsibility for creating solutions that minimize downtime and quickly restore functionality to hospitals. I also maintain HIPPA compliance by safeguarding patient data.• Significantly improved service levels and troubleshooting efficiency at GE Healthcare by leading customer service training based on Disney Institute’s book, “Perfecting the Art of Customer Service,” and mentoring junior support engineers.• Amplified "Voice of Customer" by mentoring staff to actively listen to customers, address pressing issues, and anticipate future needs.• Counted on to rectify more difficult and complex technical issues and resolve critical performance and availability problems while monitoring on Saturday night shift.• Directed on-site projects for customers with critical needs which boosted satisfaction and strengthened account relationships.• Made critical contributions towards facilitating product changes centered around customer self-reliance and supportability which enhanced customer experience.

During my time with Deep Information Sciences, I managed the development and delivery of solutions to improve our customer's experience. To achieve results, I closely collaborated with cross-functional teams to benchmark our database's performance using Sysbench, DBT2&3, and Deep Data Bench. I managed projects to enhance our UX for company communications and website. I also worked with our sales engineers to deliver benchmark testing for proof of value to warm leads.• Simplified table migrations from InnoDB storage engine to DeepSQL storage engine by architecting data migration tool using shell scripting.• Streamlined workflows for Support Engineers and Sales Representatives by overseeing project to overhaul Phone.com system.

Round Rock, Texas, Us

As a Primary Escalation Engineer, I supervised all second-level support operations, including customer cases escalated to development regarding Foglight for Virtualization Enterprise and Standard edition. My scope of responsibility covered vetting cases, coaching staff on troubleshooting, and evidence gathering to expedite issue resolution while minimizing waste of valuable development resources.• Demonstrated leadership skills while serving as trusted business advisor at Dell by hosting weekly meetings with Development team to identify critical roadblocks and prioritize customer sensitive issues.• Upskilled staff and supported cross-functional teams by sharing expertise across virtual machine resource optimization (VMware, Hyper-V and RHEV), advanced troubleshooting, and virtual environments.• Enhanced overall operations at Dell Software by coaching and training staff to utilize critical thinking skills to quickly understand customer’s most pressing issue, identify problem, gather business requirements, and communicate solutions• Played key role in proving customer service while contributing to month-long program focused on sharing subject matter expertise, supportability, and delivering highest levels of service.

Waltham, Massachusetts, Us

While working with Sonian, I delivered advanced technical, application, and systems support while also building a 100% cloud-based SaaS email archiving solution. It was on me to serve as the "Voice of Customer, " to improve user experience. I coached and mentored my junior support staff to effectively debug critical issues and develop shell scripts using Chef/Knife to meet demands of DevOps environment.• Demonstrated leadership abilities and coaching skills while interviewing and building support team and providing Linux and Unix training for junior support engineers which bolstered efficiency and productivity.• Made critical contributions towards establishing outsourced front-line support team at Sonian that delivered 24X7 support coverage by conducting research, implementing various procedures to maximize customer experience, and training staff.• Spearheaded highly complex and challenging project at Sonian to ingest and convert +5TB of data for largest account by writing scripts, managing AWS resources, and implementing procedures which turned around strained customer relationship and led to substantial revenue growth upon contract renewal.

Boston, Ma, Us

Earlier in my career, I was responsible for supporting and maintaining middle-tier systems and applications for an active equity-trading floor. My main duties were to deliver 24/7 emergency support while also guiding change management procedures. I chaired pre-production readiness review meetings, oversaw three-month change calendar, and approved all changes using HP Service Center Change Management tools.• Earned two "On the Spot" reward letters in recognition for outstanding service while also championing initiative to integrate support team into software development cycle which produced significant savings.• Hand-selected to serve as Technical Lead for Fall Disaster Recovery Test and two application migrations from Solaris to Linus; applied project management and technical skills to complete tasks in-time and within budget.

Woburn, Massachusetts, Us

Houston, Tx, Us

Houston, Texas, Us