William Potter

William Potter has extensive work experience in the field of IT and technical support. William began their career at Verizon Data Services in 1999, where they worked as a Multi-Platform Operations Tech. In this role, they provided 24/7 monitoring and second level support for over 12,000 servers and 80 mission-critical applications.

In 2006, Potter joined Connextions as a Vonage Technical Support Agent. William was responsible for assisting customers with service issues, billing questions, and installations. William also excelled in customer service, maintaining a 100% customer satisfaction rating for over 9 months.

Potter then moved on to Connextions, Inc as a Vonage Help Desk Supervisor in 2007. In this role, they managed a team of 14 to 30+ employees, hiring qualified agents and conducting quality checks on calls. William also implemented team-building exercises and promoted morale through rewards and recognition.

Following this, Potter worked at TekMate LLC as the Manager - ConstantlyOnIT from 2009 to 2013. In this position, they managed Tier 1 and 2 technicians, providing IT support for 36 organizations in Alaska. William also ensured service levels were met according to the COIT contract.

Most recently, Potter joined Alaska Communications in 2013 as a Help Desk Supervisor and more recently as a Global Service Desk Manager. In these roles, they have managed technicians, created and improved processes and procedures, and conducted hardware lifecycle management. William has also researched and tested new technologies to further improve operations.

William Potter has a varied educational background. William obtained a Bachelor of Science in Information Technology from Western Governors University between the years 2011 and 2013. Prior to that, in 2001, they attended South West Florida College to study MCP Windows 2000, without earning a degree. In 1995, William attended the University of South Florida and pursued a degree in Management of Information Systems, however, they did not complete the program. William graduated from Manatee High in 1995 with a diploma. In addition to their formal education, William has obtained several certifications, including ITIL Operational Support and Analysis in October 2014, CIW Web Foundations Associate in December 2011, A+ certification from Comptia in March 2012, and MCP Windows 2000 certification from Microsoft, although the specific dates of obtaining the latter two certifications are unknown.