Al Calderon

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 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.

My operating model is built around 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 partner closely with Product, Engineering, and Customer Success to close the loop between customer signals and platform improvements, combining ITIL fundamentals with AI-driven automation to build support infrastructure that scales without breaking.

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.