Matt Caldwell

Experience

• 

  VMC

  Oct 2002 - Nov 2007

  Responsible for overseeing core business and operational functions (client relations, human resources, finance, and quality control) for an enterprise level technical support service provider. Managed an operation producing $12M USD annually in revenue. Responsible for leading and directing ten (10) managers and 175 support personnel in the achievement of service level objectives negotiated with client (Microsoft). Acted as a technical resource for a team of Support Engineers working with enterprise system support. Provided technical guidance and handled escalations. Provided feedback in technical areas of strength and weakness. Conducted call coaching and monthly one on ones with Support Engineers. Enhanced customer satisfaction, employee productivity, and employee development, with a strong focus on quality.

  • Sr. Service Delivery Manager

    May 2006 - Nov 2007

  • Team Lead/ Team Manager

    Oct 2002 - May 2006
• 

  Dell EMC

  Nov 2007 - Jan 2017

  Responsible for global initiatives, objectives, and Key Performance Indicators within the Enterprise Content Division. Guides decision making process, planning, and roll-out of projects and tools. Responsible for the successful liaison between Support and the Product team. Manages a team of Project Managers to ensure that each product release meets Support and customer quality, performance, usability, and support-ability. Responsible for managing a team of 13 Technical Support Engineers in the Enterprise Content Division within EMC. Manages and enhances the performance of a team of Technical professionals in the areas of technical expertise, customer satisfaction, employee productivity, and employee development, with a strong focus on quality. I work as a point of escalation for Sales as well as the customer.

  • Senior Manager Global Business Operations

    Apr 2015 - Jan 2017

  • Manager, Worldwide Technical Support - Enterprise Content Division

    Nov 2007 - Mar 2015
• 

  OpenText

  Jan 2017 - now

  Leader for the data analytics and PMO for Global Technical Support organization helping to align and direct the management, development, and integration of data analytics and business intelligence necessary for supporting the mission, vision strategies, objectives, and goals of business. Responsible for global initiatives, objectives, and Key Performance Indicators for the OpenText Customer Support Organization. Guides decision making process, planning, and roll-out of projects and tools. Responsible for the successful liaison between Operations and Support. Manages a team of Operations Analysts to ensure that key stake holders within the support organization have the information needed to make their teams successful.

  • Director Business Process, Customer Success Organization

    Jan 2023 - now

  • Sr. Manager Technical Support Operations

    Jan 2017 - Jan 2023