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BTA Hotline: News

Continuum Names Vice President of Help Desk

Tuesday, March 29, 2016  
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Continuum has named Ray Cappola 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. Cappola has served in senior technical service delivery leadership positions at many 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, 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, Cappola held a variety of leadership roles including senior director and chief technologist of systems proactive support delivery and senior director of global storage support. In the latter role, he 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, Cappola 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, he was director of global customer support at Teradata, the big data analytics and marketing applications company. Previously, he was vice president of cloud customer support at Interactive Intelligence. Cappola 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," Cappola said. "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."

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