Matt Staub Email and Phone Number
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Matt Staub personal email
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I am an experienced Customer (Technical) Support Leader who is passionate about resolving issues and providing top-notch customer service.Not only have I managed employees located globally, but I have worked with customers all over the world, both remotely by email, phone and web, and in person.Currently, I am the Senior Manager of Technical Support at Fortra for the Digital Guardian product line, where I manage a global team of talented individuals who support data protection software products and solutions, and handle customer escalations.I am an avid hobbyist photographer and assistant coach for girls U14 travel soccer team, head coach for boys U12 travel team, and Vice-President of Waltham Youth Soccer in Waltham, MA.Specialties: Building world class teams, handling difficult customer situations, prioritizing competing customer issues
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Senior Manager Of Global Technical Support For Fortra'S Digital GuardianFortra Nov 2022 - PresentEden Prairie, Minnesota, UsHelpSystems 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
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Dei Council MemberFortra Nov 2022 - PresentEden Prairie, Minnesota, Us
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Senior Manager Of Global Technical SupportFortra Oct 2021 - PresentEden Prairie, Minnesota, UsDigital 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
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Senior Manager Of Global Technical SupportDigital Guardian Jan 2021 - PresentEden 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 -
Manager Of Global Technical Support, EdlpDigital Guardian Mar 2017 - Jan 2021Eden 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
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Manager Global Technical Support Center (Acme Packet)Oracle Dec 2014 - Mar 2017Austin, 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 -
Solutions ArchitectSitespect, Inc. Oct 2013 - Nov 2014Auburndale, 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. -
Principal Technical Support EngineerOracle Jun 2013 - Oct 2013Austin, Texas, UsOracle acquired Acme Packet as of June 1, 2013.
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Team Lead - Tac Strategic AccountsAcme Packet Apr 2011 - May 2013Bedford, Ma, UsTeam Lead/Escalation point for TAC team dedicated to Strategic Accounts focused on ticket resolution and customer management. Escalation point for other TAC teams. -
Escalations EngineerAcme Packet Apr 2010 - Apr 2011Bedford, Ma, UsManage critical customer issues directly and through consultation. Escalation point for other TAC groups within professional services.
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Senior Technical Support EngineerAcme Packet Oct 2006 - Apr 2010Bedford, Ma, UsProvide Level 1-3 support for all products
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Systems EngineerIkon Office Solutions Sep 2000 - Oct 2006Responsible 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. -
Assistant Manager/TechnologyKinko'S Feb 1997 - Aug 2000Plano, Tx, UsManage technology at all branch levels including digital output and pre-press. Responsible for all workstations/servers and network infrastructure.
Matt Staub Skills
Matt Staub Education Details
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Harvard Extension SchoolInformation Systems Management -
Rochester Institute Of TechnologyProfessional & Technical Communication
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Aquinas InstituteHigh School
Frequently Asked Questions about Matt Staub
What company does Matt Staub work for?
Matt Staub works for Fortra
What is Matt Staub's role at the current company?
Matt Staub's current role is Global Technical Support for Fortra's Digital Guardian.
What is Matt Staub's email address?
Matt Staub's email address is ms****@****ian.com
What is Matt Staub's direct phone number?
Matt Staub's direct phone number is +178178*****
What schools did Matt Staub attend?
Matt Staub attended Harvard Extension School, Rochester Institute Of Technology, Aquinas Institute.
What are some of Matt Staub's interests?
Matt Staub has interest in Children, Economic Empowerment, Technology, Soccer, Civil Rights And Social Action, Education, Environment, Baseball, Photography, Science And Technology.
What skills is Matt Staub known for?
Matt Staub has skills like Tcp/ip, Voip, Sip, Troubleshooting, Ip, Linux, Telecommunications, Ethernet, Routing, Technical Support, Voice Over Ip, Unified Communications.
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