John Rau
Dayton
Summary
Accomplished Vice President skilled in strategic planning, financial management, and team leadership. Delivers operational improvements that boost productivity and enhance profitability. Builds strong relationships with stakeholders and clients, driving impactful business outcomes through innovative problem-solving and effective communication.
Overview
29
29
years of professional experience
Work History
Vice President of Support Services
Stratacache
Dayton
10.2009 - Current
- Implement 3-tier support structure & ticket-based submission system to optimize customer experience and reduce wait time from 6-8 minutes to under 60 seconds.
- Consolidated US, UK and EMEA support resources to reduce support costs by 40%
- Lead cross coordination between Engineering, Operations and Customer Success to meet contractual delivery time and SLA’s.
- Utilize innovative team building strategies to grow worldwide support services from scratch to integrated teams working around the globe.
- Orchestrated continuous process improvement to support significant client growth while maintaining stable support team staffing year over year.
- Coordinated acquisition of tools and technology systems to strengthen support systems and optimize workflows, including AI client support implementation.
- Build and execute comprehensive training programs to boost support efficiency, elevate professional services, and consistently exceed category goals.
- Developed policies, procedures, and SOPs to facilitate rapid growth and reorganization of digital signage company, ensuring support for 24/7/365 operations.
- Spearhead IT department to bring in-house datacenter online for client hosting.
- Lead SOC 2 Type 2 certification of Stratacache.
Director of Support Services
Teres Solutions Inc
Austin
05.2005 - 10.2009
- Led integration of SOPs, customer support processes, and call center tracking software to enhance service quality.
- Developed and implemented customer service initiatives, cross-functional process improvements, and incentive programs to achieve consistent goal attainment at technical support center.
- Boosted employee engagement by providing team resources, heading performance evaluation systems, and partnering with inter-departmental leaders to implement continuous improvement.
- Coordinated HR and talent management programs by recruiting, training, and coaching personnel on best practices to strengthen team capabilities.
Technical Support Supervisor
Websense Inc.
San Diego
03.2004 - 05.2005
- Oversaw 30+ employees, maximizing technical skillsets and facilitating staff development to enhance team capabilities.
- Led training programs as technical mentor and coordinated documentation while troubleshooting critical issues to support team efficiency.
- Collaborated on innovative programming and implemented incentivized competitions to boost employee morale and engagement.
Technical Support Analyst
Websense Inc.
San Diego
05.2003 - 03.2004
- Utilized advanced interpersonal skills and product knowledge to provide tailored solutions for diverse global clients.
- Collaborated with developers, systems engineers, and professional services to streamline support delivery across hardware and software systems.
- Optimized support systems to achieve highest department client satisfaction rating for 4 consecutive months, serve 100 customers weekly, and boost brand development results.
- Developed and implemented technical training and mentoring programs for employees at all skill levels, enhancing team competency.
- Focused on managing various applications including Cisco PIX, Checkpoint Firewall, Microsoft ISA, IIS, Apache, Microsoft SQL, Sonic Wall, and Net Screen.
Senior Systems Engineer
Stratacache
Dayton
01.1997 - 05.2003
- Spearheaded on-site installations of network internet acceleration devices, organizing technician teams to enhance client satisfaction.
- Installed, supported, and maintained caching products, addressing customer needs through internet, phone, chat, and on-site assistance.
- Trained and mentored team members, fostering skill development and improving team capabilities.
Education
Bachelor of Arts - Criminology
University of Dayton
Dayton, OHSkills
- Operations oversight
- Information technology management
- Strategic planning
- Project management
- Business development
- Customer service
- Customer relationship management
- CRM software
- Metrics analysis
- Performance management
- Budget management
- Process optimization
- Policy development
- Cross-functional collaboration
- Team leadership
- Talent acquisition
- Decision-making
- Written communication
- Customer service
- Interpersonal skills
- Brand strategy
- Budget management
- Performance management
Timeline
Vice President of Support Services
Stratacache
10.2009 - Current
Director of Support Services
Teres Solutions Inc
05.2005 - 10.2009
Technical Support Supervisor
Websense Inc.
03.2004 - 05.2005
Technical Support Analyst
Websense Inc.
05.2003 - 03.2004
Senior Systems Engineer
Stratacache
01.1997 - 05.2003
Bachelor of Arts - Criminology
University of Dayton