Wilson Ortiz
Vice President, Global Customer Support
Summary
Performance-driven 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. Experienced in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
18
18
years of professional experience
2
2
Certifications
1
1
Language
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
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
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
Bachelor of Science (B.S.) - Business Administration -
University of the People (Online - Anticipated Completion 2025)
Associate in Applied Science (A.A.S.) - Industrial Electronics/Computer Technology -
TCI College of Technology
New York, NYSkills
Team Building and Leadership
Customer Support Technologies
Data-Driven Decision Making
Cross-Functional Collaboration
Client Relationship Building
Process Improvement
Results-Driven
Critical Accounts and Escalations Management
Certification
Certified Service Leadership
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
Bachelor of Science (B.S.) - Business Administration -
University of the People (Online - Anticipated Completion 2025)
Associate in Applied Science (A.A.S.) - Industrial Electronics/Computer Technology -
TCI College of Technology