CRANBERRY TOWNSHIP, Pa.--(BUSINESS WIRE)--Continuum®, the only channel-exclusive IT management platform company, has named Ray Cappola as Vice President of Help Desk, the company’s U.S.-based technology service center providing direct end-user support for a wide-range of technology problems. Ray has served in senior technical service delivery leadership positions at many of the world’s leading technology firms including Oracle, Sun Microsystems, Hewlett Packard and Teradata. Housed in Cranberry Township, Pennsylvania, Continuum’s white-labeled Help Desk supports more than 50,000 users for the small and medium-sized business clients of the company’s MSP partners.
“MSP partners that outsource IT support services to our Help Desk have unlimited access to increasingly scarce technology talent, enabling them to free in-house resources to focus on complex projects, customer relationships and business development,” said Rob Autor, Senior Vice President of Global Service Delivery at Continuum. “As a result, they are accelerating growth and increasing profitability far faster than the industry average. Because of our partners’ successes and positive experiences, continuing to drive world-class service while supporting rapid growth of the Help Desk is a special focus for us this year. Ray has the experience and knowledge to lead the rapidly increasing demand for and global expansion of Help Desk services we expect in 2016 and beyond.”
During his 10 years at Oracle, Ray held a variety of leadership roles including Senior Director and Chief Technologist, Systems Proactive Support Delivery and Senior Director, Global Storage Support. In the latter role, Ray led an organization of 450 engineers located in 23 countries who delivered customer support in nine languages for a $1 billion product line. In 2013, Ray earned the company an Innovation in the Delivery of Support Services Award from the Technology Services Industry Association (TSIA), recognizing innovation in people, process and technology to increase agent productivity, service levels or customer satisfaction.
Most recently, Ray was Director, Global Customer Support at Teradata, the big data analytics and marketing applications company. Previously, he was Vice President, Cloud Customer Support at Interactive Intelligence. Ray began his career at Hewlett-Packard as a systems engineer. He has a bachelor’s degree in business administration, accounting from Texas A&M University.
“I look forward to working with Continuum’s partners as we continue to shape our service to match their evolving needs,” said Ray Cappola. “I believe my experience leveraging technology to improve service and increase proactive response and resolution speed is directly applicable to the Help Desk and will transform the way we deliver service over the next few years.”
Continuum’s Help Desk is designed to deliver superior client service and support without exhausting MSP partners’ in-house techs, draining their resources or money. Supported with more than 170 technicians, the Help Desk efficiently identifies and solves both simple and complex IT issues, 24x7x365, working in conjunction with the company’s industry-leading Network Operations Center (NOC) with more than 650 technicians.
MSP partners have the opportunity to earn a Continuum Help Desk
Activation Specialist Certification, among others, through Continuum
University, the company’s self-paced, interactive online learning
center. Continuum’s no-cost IT certification program is designed to help
its MSP partners and their technicians to get up to speed quickly on
Continuum’s products. For more information, visit:
For more information on Continuum’s Help Desk, visit:
About Continuum Metro Pittsburgh, PA
Located in the metro Pittsburgh area in Cranberry Township, Continuum’s Pennsylvania office is home to the company’s Help Desk. The U.S.-based technology service center provides direct end-user support for a variety of desktop-related issues for more than 50,000 users of small and medium sized business clients of the company’s MSP partners. For more information, visit:
Continuum is the only channel-exclusive IT management platform company that allows its Managed Services Provider (MSP) partners to maintain both on premise and cloud-based servers, desktops, mobile devices and other endpoints for their small-and-medium-sized business clients. Continuum’s SaaS platform enables MSPs to efficiently backup, monitor, troubleshoot and maintain clients’ IT infrastructure from a single pane of glass, all backed by an industry–leading Network Operations Center (NOC) and Help Desk. The company employs 1,200 professionals worldwide, monitors 1 million endpoints for its 5,800 partners including MSPs servicing more than 50,000 SMB customers and Web hosting provider partners supported by its R1Soft server backup product line. Continuum established the Continuum Veterans Foundation, a nonprofit organization providing financial support to charities focused on helping veterans find jobs in IT. For more information, visit http://www.continuum.net/ or follow on LinkedIn and Twitter @FollowContinuum.
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