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Shaun Williams is an experienced professional with a comprehensive background in technical support and customer service management at Elsevier since August 1998, currently serving as Director of Education Online Support. Responsibilities include advocating for customer needs based on service ticket data, collaborating with multiple teams to enhance product offerings, and overseeing the implementation of technical support strategies. Previous roles include managing offshore technical support teams, developing a second level technical support team, and implementing quality assurance initiatives to improve customer satisfaction. Additionally, Shaun operates Dunn My Way LLC, focusing on acquiring investment properties to provide affordable housing. Shaun holds a Bachelor of Applied Science in Cyber/Computer Forensics and Counterterrorism from Lindenwood University and has further education from the University of Pennsylvania.