Will Francis is a seasoned technical support professional with extensive experience in various engineering roles within the IT sector. Currently serving as a Principal Technical Support Engineer at TTEC since January 2019, Will oversees a portfolio of government clients, maintaining their monitoring infrastructure with a 99% uptime and resolving over 40 incidents monthly. Previously, at Evolve IP, Will directed a team of engineers and technicians, achieving a 98% SLA compliance rate and streamlining onboarding processes. Experience also includes roles as a Software Support Engineer at Spiceworks, where troubleshooting and bug identification were key responsibilities, and as a Senior Support Engineer at Webcore Technologies, providing technical escalation and support for diverse SMB clients. Will is pursuing a Bachelor of Science in Information Technology from Western Governors University, expected to graduate in November 2024.
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