Technology Services Leader Ray Cappola Brings Track Record of Innovation in Global Service Delivery for Leading Technology Firms
CRANBERRY TOWNSHIP, PA – March 23, 2016 – 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: http://www.continuum.net/grow-your-msp-business/continuum-u.
For more information on Continuum’s Help Desk, visit: http://www.continuum.net/solutions/rmm-software/it-help-desk.
About Continuum Metro Pittsburgh, PA
Located in the metro Pittsburgh area in Cranberry Township, Continuum’s Pennsylvania office has earned Top Workplaces Awards by the Pittsburgh Post-Gazette in 2015 and 2016. The office is headquarters for Continuum’s Help Desk, an operation of more than 200 technicians who provide direct 24x7x365 white label IT support for more than 60,000 users of small and medium sized business clients of Continuum’s 5,800 Managed Services Provider (MSP) partners. The office also comprises new partner development, onboarding, sales account management and partner success teams. For more information, visit: http://www.continuum.net/company/managed-it-services-metro-pittsburgh-pa.