Rob Autor to lead Continuum's NOC and Service Desk operations and drive superior service quality
BOSTON, Mass. - Dec. 3, 2012 - Continuum, a leading provider of remote monitoring and management (RMM) and business continuity solutions, has named Rob Autor senior vice president, global service delivery. Autor is responsible for establishing new standards of service excellence at Continuum's network operations center (NOC) and Service Desk through expanded partner outreach and engagement, technology and process improvements, expanded service offerings, and organizational development and training. Autor's appointment brings an executive-level focus to delivering consistently superior service for partners and their customers, and helping Continuum's partners to differentiate their offerings and increase profitability.
Autor has more than 25 years of operations and technology management and consulting experience and has been responsible for large-scale IT and business transformation initiatives. As executive vice president, operations and technology at Sallie Mae, Autor led more than 5,000 employees in internal IT, global call center and processing operations. Autor also served as Sallie Mae's chief information officer, where he led the transformation of the IT division into a high performance, ROI-oriented, customer-focused organization. His experience includes management and consulting positions at Nellie Mae (acquired by Sallie Mae), Towers Perrin and Price Waterhouse. During his tenure at Sallie Mae, Autor was honored by Computerworld as one of its Premier 100 IT Leaders, and Sallie Mae was ranked #20 by Information Week in their Top 500 List of IT Innovators.
"Rob's extensive experience in IT and operations management, and his proven ability to increase service levels, productivity and efficiency in global support organizations will enable us to achieve world-class service quality and customer satisfaction,” said Michael George, CEO, Continuum. “Many MSPs are finding it increasingly difficult to attract and retain skilled technicians at competitive wages amid the growing complexity of RMM, MDM and virtualization technologies. We are elevating the value and impact of our NOC and Service Desk to more effectively and efficiently support our partners."
"We are thrilled to see that Continuum has stepped up its commitment to service delivery excellence," said Denis Wilson, president, DWP Information Architects. "Their NOC operation functions as an extension of my team and has helped us double our business without adding any technicians."
"My mission is to ensure that Continuum delivers consistently excellent service to its partners and their customers, while continuously expanding the portfolio of services we offer," said Autor. "In combination, Continuum will enable its partners to compete more effectively, while rapidly growing their bottom lines."
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