Matt Staub Email & Phone Number

Eden Prairie, Minnesota, Us

HelpSystems became Fortra in November, 2022Digital Guardian was acquired by HelpSystems in October of 2021* Manage the global support teams responsible for providing 24x7x365 support and maintenance in connection with post-sales support of the Digital Guardian Data Loss Prevention product line.* Ensure that contracted SLAs are met.* Define and report on Support Team KPIs* Manage customer escalations through to successful resolution while setting appropriate expectations both internally and externally from both customer management and technical perspectives.* Manage the on-call and monitoring schedule for the global support team* Define and document Support operating procedures* Conduct support engineer and support manager performance appraisals and one on one reviews on a regular basis.* Mentor new engineers and managers in the Support organization.* Ensure that support responsibilities, including response times and CSAT goals, along with other metrics, are met.* Participate in Support Contract discussions* Manage the hiring process for the Customer Support Department including screening and Interviewing new candidates and making hiring recommendations

Eden Prairie, Minnesota, Us

Eden Prairie, Minnesota, Us

Digital Guardian was acquired by HelpSystems in October of 2021* Manage the global support teams responsible for providing 24x7x365 support and maintenance in connection with post-sales support of the Digital Guardian Data Loss Prevention product line.* Ensure that contracted SLAs are met.* Define and report on Support Team KPIs* Manage customer escalations through to successful resolution while setting appropriate expectations both internally and externally from both customer management and technical perspectives.* Manage the on-call and monitoring schedule for the global support team* Define and document Support operating procedures* Conduct support engineer and support manager performance appraisals and one on one reviews on a regular basis.* Mentor new engineers and managers in the Support organization.* Ensure that support responsibilities, including response times and CSAT goals, along with other metrics, are met.* Participate in Support Contract discussions* Manage the hiring process for the Customer Support Department including screening and Interviewing new candidates and making hiring recommendations

Eden Prairie, Minnesota, Us

* Manage the global support teams responsible for providing 24x7x365 support, and maintenance in connection with post-sales support of the Digital Guardian Data Loss Prevention product line.* Ensure that contracted SLAs are met.* Define and report on Support Team KPIs* Manage customer escalations through to successful resolution while setting appropriate expectations both internally and externally from both customer management and technical perspectives.* Manage the on call and monitoring schedule for the global support team* Define Support operating procedures* Conduct support engineer and support manager performance appraisals and one on one reviews on a regular basis.* Mentor new engineers and managers in the Support organization.* Ensure that support responsibilities, including response times and CSAT goals, along with other metrics, are met.* Participate in Support Contract discussions* Manage the hiring process for the Customer Support Department including screening and Interviewing new candidates and making hiring recommendations

Eden Prairie, Minnesota, Us

* Manage the team responsible for providing service, support, and maintenance in connection with post-sales support of the Digital Guardian Endpoint Data Loss Prevention product line.* Achieved 9.0 Team CSAT based upon customer surveys* Manage customer escalations through to successful resolution while setting appropriate expectations both internally and externally from both a customer management and technical perspective.* Manage the on call and monitoring schedule for the global eDLP support team* Conduct engineer performance appraisals and one on one reviews on a regular basis.* Ensure that support responsibilities, including SLAs, response times and other metrics, are met* Interview new candidates and make hiring recommendations

Austin, Texas, Us

♣ Manage a team of 13 direct reports.♣ Manage customer escalations through to successful resolution while setting appropriate expectations both internally and externally from both a customer management and technical perspective.♣ Achieved 8.5 Team CSAT based upon customer feedback♣ Manage the on call and monitoring schedule for the global session delivery network support team♣ Conduct engineer performance appraisals and one on one reviews on a regular basis.♣ Ensure that support responsibilities, including SLAs, response times and other metrics, are met♣ Interview new candidates and make hiring recommendations

Auburndale, Massachusetts, Us

* Work with clients to understand their configuration needs and select appropriate options.* Implement new deployments by owning the SiteSpect configuration layer, including site and account provisioning, and working with third party providers such as DNS and CDN vendors.* Provide ongoing, long-term technical account management for existing deployments.* Regularly engage with other SiteSpect relationship owners, including Professional Services and Sales, to review and plan for new client requirement.* Maintain ownership of cases (issues) which are related to the client's configurations/deployment, acting as a client advocate within SiteSpect to investigate and resolve.* Regular on-call rotations, as an escalation path, for client-specific issues.

Austin, Texas, Us

Oracle acquired Acme Packet as of June 1, 2013.

Bedford, Ma, Us

Team Lead/Escalation point for TAC team dedicated to Strategic Accounts focused on ticket resolution and customer management. Escalation point for other TAC teams.

Bedford, Ma, Us

Manage critical customer issues directly and through consultation. Escalation point for other TAC groups within professional services.

Bedford, Ma, Us

Provide Level 1-3 support for all products

Responsible for delivery of Professional Services in assigned territory including major accounts. Install/Maintain/recommend document management and archiving solutions, consult on customer networks, and support printing on IKON provided equipment.

Plano, Tx, Us

Manage technology at all branch levels including digital output and pre-press. Responsible for all workstations/servers and network infrastructure.

Masters Of Liberal Arts In Extension Studies, Information Systems Management

Bs, Professional & Technical Communication

High School