Summary
Overview
Work History
Education
Skills
Certification
Timeline
CustomerServiceRepresentative
Wilson Ortiz

Wilson Ortiz

Wake Forest,NC

Summary

Experienced and strategic VP of Global Customer Support, with over 10 years of leadership in the technology sector. Renowned for implementing innovative customer support strategies, enhancing service quality, and streamlining operations for improved customer satisfaction.

Overview

18
18
years of professional experience
2
2

Certifications

Work History

Vice President - Global Customer Support

Qualys, Inc
09.2021 - Current
  • Leading a comprehensive global support organization, encompassing Technical Support, Customer and Internal Training, Quality Assurance, Project Management, and Support Operations & Supportability
  • Instrumental in reducing average resolution time by 15% through process optimization and team training
  • Enhanced customer satisfaction ratings by 20% by implementing new service level agreements and support processes
  • Successfully launched a new customer support portal, significantly improving user experience and operational efficiency.

Senior Director - Global Technical Support

N-able (Formerly SolarWinds MSP)
02.2019 - 09.2021
  • Managed global partner support operations across multiple regions, focusing on service delivery and strategic goal achievement
  • Instituted key processes and KPIs, enhancing productivity and service standards
  • Led recruitment, training, and performance reviews, ensuring high levels of team proficiency and customer satisfaction.

Global Director - Technical Support

SolarWinds MSP
09.2016 - 02.2019
  • Led support initiatives, delivering exceptional technical support and customer care services
  • Guided managers and staff with coaching and feedback, fostering a culture of excellence.

Support Manager Americas Region

LOGICnow
12.2014 - 01.2016
  • Oversaw support initiatives and service delivery in the Americas Region
  • Implemented strategies to ensure consistent, high-quality service delivery and customer satisfaction.

Lead/Support Supervisor

Farragut Systems, Inc
02.2013 - 12.2014
  • Managed Level I & II support services, focusing on team leadership and process improvement.

Customer Support Supervisor/Representative

Brightree (Formerly CareAnyware, Inc)
04.2007 - 01.2013
  • Directed front-line support, contributing to strategic planning and customer service improvements.

Technical Support Specialist

Network Solutions, LLC
05.2006 - 03.2007
  • Provided expert technical support for various web hosting tools and processes.

Education

Associate in Applied Science (A.A.S.) - Industrial Electronics/Computer Technology -

TCI College of Technology
New York, NY

Bachelor of Science (B.S.) - Business Administration -

University of the People (Online - Anticipated Completion 2025)

Skills

  • Strategic Planning and Execution
  • Team Building and Leadership
  • Customer Support Technologies
  • Data-Driven Decision Making
  • Cross-Functional Collaboration
  • Client Relationship Building
  • Process Improvement

Certification

  • Certified Service Leadership
  • Certified Support Manager

( Service Strategies Training, San Diego, CA)


Timeline

Vice President - Global Customer Support

Qualys, Inc
09.2021 - Current

Senior Director - Global Technical Support

N-able (Formerly SolarWinds MSP)
02.2019 - 09.2021

Global Director - Technical Support

SolarWinds MSP
09.2016 - 02.2019

Support Manager Americas Region

LOGICnow
12.2014 - 01.2016

Lead/Support Supervisor

Farragut Systems, Inc
02.2013 - 12.2014

Customer Support Supervisor/Representative

Brightree (Formerly CareAnyware, Inc)
04.2007 - 01.2013

Technical Support Specialist

Network Solutions, LLC
05.2006 - 03.2007

Associate in Applied Science (A.A.S.) - Industrial Electronics/Computer Technology -

TCI College of Technology

Bachelor of Science (B.S.) - Business Administration -

University of the People (Online - Anticipated Completion 2025)

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Wilson Ortiz