Open to new roles

Al Calderon

Support Operations Leader | Global Team Scaling | AI and Automation Strategy

I build and scale support organizations that keep pace with growth and don’t break under pressure.

My focus is reducing friction, improving reliability, and turning support into a system that drives better product and business outcomes.

Over 15 years, I’ve scaled 24/7 global teams through multiple acquisitions, built data frameworks that make performance visible, and closed the loop between customer signals and product decisions.

15+
Years in ops
12-15
Average Team Span
4
Acquisitions navigated
3
Continents covered
Contact me My experience
70%
Reduction in response time
50%
SLA adherence improvement
25%
Fewer repeat incidents
13%
MTTR reduction
Professional Summary

Systems thinker.
Data driven operator.

My operating model starts with data. I design KPI frameworks that teams actually understand, OKRs that connect support performance to real business outcomes, and executive dashboards that turn operational noise into decisions. I've scaled follow the sun operations across three continents and led teams through four acquisitions, each time maintaining performance while everything else was changing.

I’ve built and experimented with tools that analyze patterns across support data, helping prioritize work, reduce noise, and improve response time. My approach is practical. AI should make support teams faster and more effective, not more complicated.

I partner closely with Product, Engineering, and Customer Success to close the loop between customer signals and platform improvements. ITIL fundamentals combined with AI driven automation is how I build support infrastructure that scales without breaking.

Enterprise B2B SaaS Cloud Infrastructure & CDN Cybersecurity Healthcare Technology Automotive & Consumer Research
Work Experience

Career history

Director, Global Customer Support
Jul 2025 to Jan 2026
Portnox · Austin, TX (Hybrid)
  • Directed global support across AMER, EMEA, and APAC. Built escalation frameworks, KPI models, and reporting dashboards from the ground up.
  • Designed enterprise engagement playbook including executive briefings, technical onboarding workflows, and platform walkthroughs.
  • Redesigned SLA frameworks and incident workflows driving a 70% reduction in response times and 50% increase in SLA adherence.
  • Standardized cross functional operations through playbooks, communication protocols, and workflow templates across distributed teams.
  • Translated complex operational data into executive insights using Salesforce, custom dashboards, and performance metrics.
Senior Manager, Customer Support
Sep 2011 to Jul 2025
Edgecast / Verizon / Yahoo / Edgio
Progressed through five roles across four acquisitions: Incident Manager to Technical Manager to Sr. Technical Manager to Manager, Client Support & Managed Cloud Security to Senior Manager
  • Led global enterprise support organization through four acquisitions, maintaining operational stability and customer trust throughout each transition.
  • Built true follow the sun model enabling 24/7 coverage with seamless regional handoffs across AMER, EMEA, and APAC.
  • Optimized SLA frameworks and incident workflows aligned with enterprise KPIs, improved MTTR by 13% and SLA adherence by 10%.
  • Served as strategic bridge between Support, Product, and Engineering, translated recurring customer issues into product fixes, reducing repeat incidents by 25%.
  • Developed KPI dashboards and performance analytics enabling data driven decisions across volume trends, MTTR, SLA adherence, and escalation rates.
  • Led Major Incident Management for enterprise outages, coordinating cross functional recovery and standardized post incident reviews.
  • Drove ServiceNow platform enhancements as Business Owner, introducing automation to reduce manual workflows.
  • Established scalable onboarding and training programs that accelerated ramp time and improved case quality across distributed teams.
Technical Service Analyst
May 2006 to Sep 2011
Edmunds · Santa Monica, CA
  • Introduced ITIL best practices for Incident, Problem, Change, and Configuration Management, established the foundation for the IT service management framework.
  • Chaired Change Advisory Board meetings, approving 200+ critical changes with minimal business disruption.
  • Led root cause analysis initiatives that reduced revenue impacting incidents by 25% and improved system stability.
  • Automated system health monitoring using JavaScript and custom tools, reducing after hours support load.
Innovation Highlights

Built, not just managed

Tools I've designed and shipped, not side projects, but solutions that ran in production and moved the metrics.

Operations
The Microscope, Real Time SLA Dashboard
Google Apps Script ServiceNow Google Sheets QUERY

Built with Google App Script. Became the team's primary performance management tool. Drove 10% SLA improvement and 13% faster incident response.
The Microscope dashboard example
Analytics
Automated Team Workload Analysis
Google Apps Script Google Sheets QUERY

Google App Script + Sheets tool that tracked work type per engineer, surfaced cherry picking patterns, and revealed a 15% imbalance in bug fix distribution across the team.
Team workload analysis dashboard
Infrastructure
API Driven CDN Benchmarking
Python Citrix Catchpoint

Built an API to automate retrieval of CDN response time data, then benchmarked performance against top competitors, directly initiating projects for image compression and caching improvements.
CDN benchmarking performance comparison
Network Ops
Server Uptime Automation
Custom API integration ServiceNow Google Sheets QUERY JavaScript

API driven collection of global server status data, aggregated by region and data center. Identified underperforming locations and drove a 15% reduction in overall server downtime.
Global server uptime analysis
AI & Automation
AI Powered Job Search Pipeline
Python Gemini API Streamlit JavaScript AI driven decision automation

Built an end to end system that aggregates roles, evaluates fit against my experience, scores and prioritizes opportunities, and surfaces next actions through a live dashboard, replacing manual job searching.
AI job search dashboard
Intelligence
News Intelligence Automation
Apps Script NewsAPI AI driven decision automation

Built a pipeline that ingests news data, classifies sentiment, and surfaces trends for faster decision making. Transforms unstructured articles into structured insights that can be tracked and acted on.
News intelligence sentiment analysis dashboard
Skills

Core capabilities

Leadership & Strategy
  • Support Operations Architecture
  • Global Team Leadership
  • Organizational Transformation
  • Escalation Framework Design
  • SLA / SLO Management
  • KPI Design & OKR Frameworks
Process & Methodology
  • Incident / Problem / Change Mgmt
  • ITIL Aligned Operations
  • Major Incident Management
  • Post Incident Review
  • AI & Automation Integration
  • Cross Functional Collaboration
Platforms & Tools
  • ServiceNow (Business Owner)
  • Salesforce / Zendesk / Jira
  • Grafana / Power BI
  • Google App Script / Sheets
  • Confluence / Slack
  • HubSpot
Education & Certifications

Credentials

DeVry University, Long Beach
Computer Information Systems
Degree
Generative AI for Data Analysts
Specialization Certificate
Certificate
Google Cloud
Security & Operations · Digital Transformation · Infrastructure & App Modernization · Data & Innovation · Data Analytics
5 Certs
ServiceNow IT Leadership
LinkedIn Learning Professional Certificate
Certificate
Contact

If your support organization is struggling to scale, or you need structure where there is none, I can help.


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