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

Acquisitions navigated

Continents covered

Contact me My experience

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

FinTech & AI Ops

AII: Advanced Intelligence Investing App

Gemini API Lovable Alpha Vantage

Architected a live financial intelligence dashboard using an AI-first development cycle. Orchestrates real-time market data with LLM-powered sentiment analysis.

Support Intelligence

AI Ticket Diagnostic & Analyst App

Python Gemini API Semantic Data

Developed a diagnostic layer for ticket systems. Uses semantic classification to identify emerging product crises 40% faster than manual supervisor review.

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%.

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.

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.

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%.

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.

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

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

Built for scale.
Grounded in execution.

Career history

Built, not just managed

Core capabilities

Credentials

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

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

Built for scale.Grounded in execution.

Career history

Built, not just managed

Core capabilities

Credentials

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

Built for scale.
Grounded in execution.