Zack Custovic

Lead the Production Support function for Toast Enterprise Applications Team. Lead multifaceted, fully-remote teams responsible for handling all inbound technical support needs of Toast employees for enterprise applications (Salesforce, NetSuite, Workato, DocuSign, etc). Managed and delivered on high level projects such as Role Based Access Management (RBAM), Emerging Incident Management (EIM), Identity Access Management (IAM), Artificial Intelligence Implementation for Support, etc. Positively impacted over $20 Mil/month in ARR through resolving production related issues efficiently. Established processes and procedures for Audit related activities (SOX compliance) that resultes in successfully passing quartlery audit 8 times in a row.

• Lead and oversee all aspects of the Applications Support Team’s processes, policies, and operational execution
• Lead 35 personnel team consisted of managers, architects , developers, QAs, admins and Tech Writers (employees and contractors)
• Managed a scrum team responsible for implementing bug fixes and regular system enhancements
• Developed and implemented over 237 processes to deliver a best-in-class support experience at scale
• Partnered with Enablement, Onboarding, AE, Sales and other business stakeholders for overall operational improvements
• Identified opportunities to innovate and automate processes through AI and Automation; drove the support function to become more scalable as the business continues to grow at a rapid pace
• Established KPIs and goals and effectively manage the team to achieve those goals
• Hired, developed, and retained high performing and customer focused support employees
• Oversaw incident management process and led RCA creation

• Lead team of T2/T3 Developer Support Engineers while meeting or exceeding major KPIs (Productivity, CSAT, CE, TTR, etc)
• Customer POC for escalations, Sev1, feedback and improvements
• Leadership POC for multiple Service Cloud products (Service Cloud Voice, Digital Engagement, etc)
• Working closely with the Product, Engineer, and AE teams (TMP) on new releases, features and bug resolution as they relate to the customers
• Responsible for implementation of Swarm framework across global Support organization (result: faster ticket resolution)
• Support Leadership POC for implementation of Slack for the Global Support organization
• Implemented new operational team structure across Global Support organization
• Implemented project Operation Growth (re-training and up-skilling of Developer engineers)
• Executed Program Delivery Work Stream in partnership with the AE team

• Supporting Tier 1 and Tier 2 Field Technology Analysts in providing technical support to OHSU Academic, Research & Administration employees (20 000 users)
• Working closely with multiple groups inside OHSU ITG and ITC community to ensure timely and satisfactory service delivery
• Responsible for OHSU end user technology procurement processes and workflows (ISRO), as well as tracking, inventorying and surplus of all end user hardware devices (PRI)
• Developed multiple support channels (OMNI, Chat, Email-to-Case) for customers to request support
• In cooperation with Business units developed SLA definitions, expectations and guidelines
• Developed hardware standards, hardware purchasing rules and guidelines, and inventorying system
• Collaborated with the customers on their HW/SW needs as they relate to their business function
• Developed procedures, processes, and best practices for efficient incident and problem resolution

• Managed 7x24x365 NOC personnel in providing enterprise operations, application, production and technical support (Network, monitoring, security, databases, servers maintenance, UPS, etc) for over 6000 employees and server farm of 2000+ servers (UNIX, Linux, Windows, Mainframe)
• Oversaw performance, availability, reliability, and security of all production systems and networks on the West Coast
• Ensuring production service levels are maintained
• Producing operational metrics on systems, databases, and network
• Collaborating with various developers/technicians, and management on IT operations issues
• Improve processes, procedures and guidelines for new and established operational activities
• Worked closely with vendors, contractors, and other IT personnel
• Involved in planning, organizing and executing high level projects

• Managed $3,500,000 budget for replacement of desktop hardware, multimedia, software license purchases and software renewals
• Managed Technical Support, Service Desk and Multimedia teams with total of 37 team members
• Deployed and configured ITSM software
• Developed SLAs, procedures, processes and best practices, as well as incident and change management
• Project Manager on multiple high level technical projects (SCCM, BYOD, Managed Printing, Role Based Access Control, OneDrive, Office 365 for Students, SharePoint, Adobe Creative Cloud, Windows 7 migration, Onboarding, Offboarding, Transfer, etc.)

• Managed Desktop Support team of 27 team members with a $2,250,000 budget
• Responsible for planning, organizing, training, coaching and supervising desktop support team; ensuring staff are utilizing appropriate tools and procedures
• Responsible for desktop life cycle replacement, and software license compliance
• In cooperation with Business units developed SLA definitions, expectations and guidelines
• Developed hardware standards, hardware purchasing rules and guidelines, inventorying system, procedures, processes, and best practices for Change, Problem and Incident Management

• Managed IT Support Desk team consisted of 15 LAN technicians and Help Desk support personnel in a tiered 7x24x365 support environment
• Developed and implemented training program for Digi NET employees on various topics including training on Operating Systems, e-mail and MS Office products
• Developed MS Access ticket tracking system in order to improve customer service satisfaction, efficiency of technical support team, and to streamline assigned tasks
• Developed and implemented incident, problem and change management procedures and guidelines
• Created desktop hardware replacement cycle, and software license library