James Rago

Experience

• 

  US Navy

  Jul 2005 - Jul 2009

  Information Systems Technician 2nd class
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  Kemp

  Jun 2010 - Nov 2021

  Responsible for a team of Technical Product managers in addition to the complete life cycle of products and features within the KEMP product family. The need to assist team members to define requirements based on feedback from the market, customers and internal teams within KEMP. As a critical team member of the R&D Management team I manage team members and work in a dynamic and flexible way, handling multiple projects simultaneously. My team enables KEMP to respond to the changing needs of the market and the business, while continuing to deliver products and features to the market in a timely manner. Show less - Maintain, develop and implement staffing schedules to ensure appropriate coverage is provided at all times.- Responsible for team and individual training and development to insure core competencies are achieved.· Responsible for continuous process improvement.- One on One’s which include coaching and mentoring.- Responsible for the highest level technical issues and all escalations from the Regional Manager level. - Handle day-to day management of a global team of 25 Network support engineers.. Ensure timely and effective incident resolution according to established performance standards and services levels. Maintain and generate organizational KPI's. - Global reporting of incident analysis, team performance, customer satisfaction, and SLA compliance [daily/weekly/monthly].- Utilize Call Management System to monitor and report on trends.Projects and Achievements:- Designed and manage Zendesk ticketing System- Designed and manage Genesys Phone System.- Implemented global support training program.- Created and maintain process documentation to meet the ISO 9001 standards. Show less Responsible for the highest level technical issues and all escalations from the senior engineer level. Handle day-to day management of a team of 6 technical support engineers, troubleshooting and technical support for Level 1- 3 proprietary hardware and software support for load balancing. Ensure timely and effective incident resolution according to established performance standards and services levels. Maintain and generate reports for our company's KPI's. • Domestic and World Wide reporting of incident analysis, team performance, customer satisfaction, and SLA compliance [daily/weekly/monthly].• Ensure Service Desk fully utilizing appropriate knowledge management tools and practices in order to provide a more effective and efficient service to customer end users.• Manage customer satisfaction issues and performed customer follow-up on support escalations and survey responses.• Utilize Call Management System to monitor and report on trends.• Maintain, develop and implement staffing schedules to ensure appropriate coverage is provided at all times. Show less

  • Technical Product Manager

    Jul 2018 - Nov 2021

  • Global Support Manager

    Oct 2016 - Jul 2018

  • Americas Technical Support Manager

    Jul 2015 - Oct 2016

  • Americas Technical Support Team Lead

    Sept 2013 - Jul 2015

  • Senior Network Support Engineer

    Jun 2012 - Sept 2013

  • Network Support Engineer

    Jun 2010 - Jun 2012
• 

  Progress

  Nov 2021 - now

  Senior Product Manager

  Currently responsible for our Orchestration and Monitoring SaaS product from inception to launch.