Bill Clark

As the Team Leader of Technology Quality & Support in the North Atlantic region, I oversaw the Field Support team. My team was responsible for all tickets escalated from our centralized Global Help Desk to the regions for hands-on troubleshooting or other tasks. We were also responsible for the installation and maintenance of all technology-related equipment in all locations in the region, as well as all things technology for new store development.

• Hired and led a new team of 9, collectively responsible for technical support in all stores and facilities in the North Atlantic region (currently 44 locations).
• Member of an internal sub-team responsible for building a successful, comprehensive online training program for the senior technology support specialists. This allowed us to set a consistent baseline skill set for the end-user support team members across the organization and aided in onboarding new team members.
• Provided expertise to the Shared Services group on security-related tasks, contributing to the overall increase in Whole Foods Market’s security posture as we reduced potential vulnerabilities in the field.
• Helped develop a printer security program with our Managed Print Service (MPS) partner to maintain security and settings compliance on all networked printers across the organization, establishing a secure baseline and allowing us to react to newly discovered vulnerabilities quickly.
• Collaborated closely with counterparts in our other regions to define and standardize user support processes across all regions.
• Maintained relationships with our business partners—both internal and external—to ensure the highest level of service to our team members.
• Handled all technology procurement for all North Atlantic region locations.
• Managed team resources across multiple project workstreams while balancing the support needs of the region.
• Developed reporting and processes for monitoring the team’s performance and ServiceNow work queues.
• Participated in a project to replace the Point-of-Sale (POS) systems in all stores across the company.
• Worked with a third-party partner to replace all network infrastructure equipment at all store locations in the North Atlantic region.
• Helped move the North Atlantic Regional Office twice: First from Needham to Cambridge in 2004, then from Cambridge to Marlborough in 2017.
• Installed and managed Cisco WebEx Room Kit hardware at stores and regional offices.

In 2012, I moved up from my previous role as Technical Systems Administrator into the Associate Coordinator of Technology, Retail Systems & Infrastructure role. One of my first responsibilities was to hire, train, and mentor my replacement. In addition to the new systems administrator, I was also responsible for a team of two Retail Systems engineers who managed the Point-of-Sale system in the region.

• Worked alongside the Store Development and regional leadership teams on opening new stores, refining processes and ordering procedures to ensure smooth, successful openings. In 2013, we opened six stores in twelve weeks in the NA region—a first for Whole Foods Market.
• Partnered with the regional Customer Service leadership team to facilitate better communication between the Technology Team and our most significant end-user group.
• Trained & mentored a new Technical Systems Administrator to provide and maintain a high level of service.
• Led a team of three responsible for retail systems, infrastructure management, and support.

After working in Whole Foods Market’s stores from 1993 to 2000, I made the move to the regional office, joining the Regional Technology Team. For the first five years, I was the only Help Desk tech and systems administrator in the region, responsible for everything from desktop support to network & server administration.

• Provided advanced support on Windows & Mac client computers and other systems when escalated from the Global Help Desk.
• Maintained and supported non-POS servers, telephone systems, network infrastructure, and endpoint devices in the region at stores, facilities, and regional offices, from hardware and software to updates and patching.
• Opened numerous stores, one distribution center, and two regional offices—including the first WFM flagship store and regional office in London, installing all IT-related equipment from network infrastructure to phones, computers, and printers.
• Designed and built the wired and wireless networks for all new store locations in the region.
• Trained and mentored store & facility systems integrators.
• Managed the regional mobile phone account with AT&T Mobility and managed relationships with several IT vendors.
• Led many region-wide deployments of software and hardware utilizing resources from stores and regional teams and several company-wide projects with team members from the store, regional, and global tech teams.
• Responsible for Payment Card Industry Data Security Standards (PCI-DSS) compliance for network and workstation assets in the region.
• Worked with a third-party vendor to integrate their Promotions Engine with our IBM POS system to be piloted in New England and then rolled out to all US stores.