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. • Led, coordinated, and collaborate with teams and vendors across multiple times zone / international lines.• Consistently work with cross functional teams across differing business units for issue resolution. Establish rapport with outside BU leadership for future engagement and action items.

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 of 400+ clients. • 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.• Revamped the Organization Chart, transforming the Management team into a more focused and streamlined team with strong department ties.• Cross-collaborated with legacy vendors, clients, and teams to orchestrate a seamless pivot to new lines of business that delivered an accelerated revenue growth out of the pandemic.

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 focus. • 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 engagements.• 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.• Launched a Safety Plan and led the consecutive training for all Field Service staff; adopted plan decreased after-hours emergency Field Service staff call outs by 50%+ in the first 90 days of implementation.

• 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 clients.• Redeveloped technology and ticket deployment operations across invoicing, scheduling, email, payroll, and HR systems, championing automation across manual systems that delivered streamlined workflows.• Developed a vendor and partner network that expanded capabilities and increased business exposure.• Delivered a 25%+ sustained business growth YoY across all business divisions.• Maintained an above 93% CSI score with an 11% response rate across all engagements.

• 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 assist with end-user device customization and configuration. I provided exceptional service while assisting customers across multiple platforms, including email, phone, and remote interface. Led business operations throughout the store, guiding junior associates to execute tasks and meet store objectives.Notable Contributions Include: ●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●Coordinated (client side and internal) network projects and upgrades●Application development support / deployment ●Client solution proposal creation and presentation●Administration tasks e.g.; billing, HR duties, client relations

Bachelor Of Arts - Ba, Business Technology Management

Associate Of Arts And Sciences (Aas), Information Technology