Open to new roles

Fixing broken support operations and building teams that hit SLA, reduce escalations, and scale without chaos

Al Calderon · Support Operations Leader

10+ years leading global support teams, owning escalations and SLA performance, and introducing AI in a way that improves resolution without hurting the customer experience.

  • Turned around underperforming support teams and improved SLA performance and reduced response times
  • Built escalation frameworks that reduce noise and focus teams on what matters
  • Created strong support to engineering feedback loops that drive real product fixes
  • Applied AI in support where it actually works, not where it just looks good
15+
Years in ops
12-15
Average Team Span
4
Acquisitions navigated
3
Continents covered
Contact me My experience

Results from scaling and restructuring global support operations across enterprise environments

70%
Reduction in response time
50%
SLA adherence improvement
25%
Fewer repeat incidents
13%
MTTR reduction
Professional Summary

Built for scale.
Grounded in execution.

I build support organizations that can handle growth, complexity, and change without losing control of the customer experience.

That means clear escalation paths, strong KPI frameworks, better cross functional alignment, and teams that know what good looks like. Most support teams fail because they scale headcount instead of fixing process. I focus on fixing the system first.

I’ve led global support operations across three continents, worked through four acquisitions, and built structure in environments that needed it fast. I use data to find the real problems, fix the process, and apply AI where it improves speed, quality, and focus.

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

Systems I built and deployed to solve real operational problems and improve performance

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

Built and rolled out a real time SLA dashboard that became the team’s primary operating tool, improving SLA adherence by 10% and reducing incident response time by 13%.
The Microscope dashboard example
Analytics
Automated Team Workload Analysis
Google Apps Script Google Sheets QUERY

Built a workload analysis system that exposed uneven task distribution across engineers, leading to a 15% rebalance in bug fix ownership and improved team output consistency.
Team workload analysis dashboard
Infrastructure
API Driven CDN Benchmarking
Python Citrix Catchpoint

Built an API driven benchmarking system that compared CDN performance against competitors, directly driving optimization efforts in caching and image delivery.
CDN benchmarking performance comparison
Network Ops
Server Uptime Automation
Custom API integration ServiceNow Google Sheets QUERY JavaScript

Built a global server monitoring system that identified underperforming regions, driving targeted fixes that reduced overall downtime by 15%.
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 Sentiment Analysis

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
Expert
Support Operations Architecture Global Team Leadership Organizational Transformation Escalation Framework Design SLA / SLO Management KPI & OKR Framework Design Vendor Management
Process & Methodology
Expert
Incident / Problem / Change Mgmt ITIL-Aligned Operations Major Incident Management Post-Incident Review Cross-Functional Collaboration
AI & Automation
Proficient
AI & Automation Integration Gemini API / LLM Integration AI-First Development Cycle Google Apps Script Python — Working knowledge
Platforms & Tools
Expert
ServiceNow — Business Owner Google Sheets / Apps Script
Proficient
Salesforce Zendesk Jira Grafana Confluence Slack
Working Knowledge
Power BI HubSpot Citrix Catchpoint Streamlit
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.


al@alcal.work LinkedIn Download Resume