William Cox Email & Phone Number

Everett, WA, US

Schaumburg, IL, US

• Maintain IT systems environments and manage/pioneer development efforts in enhancing functionality in both Amazon Web Services (AWS) and Salesforce environments.
• Drive continual “use case” creation for future software builds. Evolve business requirements documentation to achieve modern standards within first 12 months.
• Persist and maintain a strong environment of software development lifecycle (SDLC), processes and procedures for custom code development.
• Championed project for full custom application documentation and vendor impact for BC/DR planning – individually recognized at division level.
• Joint responsibility shared on all technical platforms including MySQL, MongoDB, Java, application servers, web development, infrastructure build outs, etc.
• Utilized, monitored and led internal and external development for a complex distributed architecture, networking components, AWS services, and Salesforce Lightning/Apex development.

Tacoma, Washington, US

• Lead the full scope of IT functions, including defining, mapping, installing, and configuring operations, and all business and project development and advance key sales strategies to bolster growth across a portfolio.
• Direct the procurement operations for software, targeting the most cost-effective equipment and software to ensure alignment with budget.
• Design and implement new services and product offers that meet the specific needs of clients and business strategy goals.
• Create, maintain, and enforce standards and procedures for the implementation of technical solutions, driving the ongoing consistency of existing systems.
• Re-strategized Service and Support team functions and developed clear escalation roadmaps with a defined checks and balances path across all departments.
• Captained a large mitigation of SLA breaches, advancing initiatives that delivered a 50% improvement with zero additions to staffing.

Seattle, Washington, US

• Directed operations processes and procurement planning, aligning external field service staff and internal technical resource teams that maximized productivity while minimizing costs and maintaining safety and customer.
• Provided 24x7x365 monitoring of functions and the quick resolution of daily and escalated issues throughout project deployments.
• Collaborated with Network Engineers on hard- and software solutions and ensured alignment with requirements in final quoting.
• Overhauled the alignment of core internal departments, merging the Field Service Staff and the Technical Internal Staff into a combined Production team that optimized capabilities and increased coverage across.
• Achieved the lowest ticket volumes and the fastest average response times in 24 months.
• Developed a solution and deployment plan for a company-wide ERP/Line of Business application that increased operational efficiency, department viability, and workflow accuracy.

• Maintained technical operations for applications, networks, systems, databases, and information security.
• Directed and streamlined functions across the MSP helpdesk, ensuring effective client support.
• Established a consistent and stable IT environment, security, and reliability of all IT services.
• Utilized formal quoting and tracking tools to institute strong business processes.
• Developed and implemented Standard Operating Procedures for key business workflows, incorporating each into Line of Business applications for automation and motoring.
• Incorporated a new IT division with an existing telecom business; targeted and recruited top talent building a service focused team of professionals that facilitated service and support offerings across new and legacy.

• Headed all internal IT support operations, procedure optimization, and process streamlining that ensured more effective support for both internal and external clients.
• Directed a Service department team, drove sales strategies and end-user focused initiatives.
• Pioneered a seamless merger of three disparate companies acquired during tenure, orchestrated all technical and administrative functions across unified operations.
• Instrumental a total technology overhaul, heading replacements for ageing network systems, phone systems, multi-location connections, upgrades, and Line of Business migrations.

• Led strategies, executed installation, troubleshooting, repair, and upgrades of servers, workstation, and laptops and drove long-term vision that built top-flight IT functions that sustainably supported business needs.
• Developed business plans and innovative strategies that built the business from the ground up, expanding operational reach from four to 250+ clients and securing $500K+ in annual revenue.
• Cultivated strategic relationships with external vendor networks to garner turnkey solutions for clients, offer virtual CIO services, and support project management activities.

Richfield, Minnesota, US

• As an On-Site Server / PC Technician, I administered complex installations, repairs, and upgrades to various hardware, software, and IT systems. I also designed and facilitated comprehensive training for customers to.
• Recognized as top 3% of all personnel during Achievers event for three consecutive years.
• Successfully completed all new technician onboarding and training, updating and coordinating training materials with corporate HQ.
• Chosen to head business to business operations during market expansion / coordinated with new sales staff on strategies and proposal creation.

• Network dispatch for in field IT technicians, Tier 1 and 2 remote and phone support, various administration and back end functions
• Front line client support for issue support and resolution
• Oversaw and implemented all network technician daily operations
• Handled workstation/server assembly and initial O/S loading
• Responsible for all hardware/software ordering, inventory, and tracking
• Involved in new technology research and adoption

Bachelor Of Arts - Ba, Business Technology Management

Associate Of Arts And Sciences (Aas), Information Technology