Al Calderon

Director, Global Customer Support 

Portnox · Austin, TX (Hybrid) 

07/2025 – Present

• Lead a global support organization across AMER, EMEA, and APAC, ensuring seamless customer experience, consistent communication, and timely execution for high priority engagements and escalations.
• Built the escalation framework, KPI model, and reporting dashboards that strengthened visibility and accountability across Support.
• Partner closely with Account Managers and Customer Success to align support readiness, customer onboarding, and high touch engagements with company priorities.
• Oversee day-to-day operations including client escalations, technical reviews, onboarding handoffs, and communication protocols to ensure a smooth, consistent customer journey.
• Introduced new briefing and engagement processes, creating structured walkthroughs of the platform for enterprise customers and executives to strengthen alignment and accelerate adoption.
• Designed and implemented standardized playbooks, agenda templates, communication guidelines, and cross functional workflows to improve consistency and quality across global teams.
• Translate complex technical and operational details into clear, actionable insights for leadership, stakeholders, and customer facing teams.
• Utilize data from Salesforce, dashboards, and internal reporting systems to track program effectiveness, identify gaps, and drive continuous improvement.

Senior Manager, Customer Support

Edgecast (Acquired and rebranded through Verizon → Yahoo → Edgio → Edgecast Cloud Services)

Remote: 09/2011 – 07/2025

Roles Held: Incident Manager→ Technical Manager→ Sr. Technical Manager→ Manager, Client Support & Managed Cloud Security→ Senior Manager, Client Support

• Directed a global enterprise Support organization through four acquisitions and rebrands, preserving stability, performance, and customer trust through ongoing organizational change.  
• Built a true follow-the-sun support model, enabling 24/7 global coverage and seamless handoffs across regions.
• Defined and optimized SLAs, escalation paths, and incident workflows, ensuring alignment with organizational KPIs and client expectations. 
• Designed scalable onboarding and training frameworks that improved consistency, accelerated ramp time, and raised overall case quality.
• Drove a client-first culture, coaching engineers to take ownership, communicate clearly, and strengthen customer confidence.
• Acted as a strategic link between Support, Product, and Engineering, translating recurring issues into product fixes and roadmap improvements.
• Developed KPI dashboards (volume trends, MTTR, SLA adherence, escalation rates) to enable data-driven decision making and operational accountability.
• Led Major Incident Management for enterprise outages, coordinating cross-functional recovery, executive communications, and post-incident actions.
• Established standardized escalation playbooks for high-severity events to improve response consistency and reduce time-to-resolution.
• Managed compliance-related escalations including AUP, DMCA, and legal inquiries in partnership with Legal, Product, and Sales.
• Oversaw vendor selection and tooling for ticketing, CRM, and monitoring platforms; introduced automation to streamline workflows and reduce manual overhead.
• Served as ServiceNow Business Owner, driving enhancements that aligned system capabilities with operational needs.

Technical Service Analyst

Edmunds · Santa Monica, CA

05/2006 – 09/2011

• Instrumental in introducing and implementing best practices for Incident, Problem, Change, and Configuration Management, laying the foundation for a robust IT service management framework.
• Successfully chaired Change Advisory Board meetings, resulting in the approval of over 200 critical changes with minimal disruption to business operations.
• Led root cause analysis sessions, identifying and addressing recurring issues to improve system stability and reliability.
• Proactively identified and resolved recurring deployment issues through root cause analysis and process optimization, resulting in a 25% reduction in revenue-impacting incidents and a significant improvement in end-user satisfaction. 
• Successfully implemented and automated system health checks using JavaScript and homegrown tools, reducing after-hours support engagements and improving work-life balance for the team.