Adam Koch Email Address

Stratus TechnologiesUa solutions enable rapid deployment of always-on infrastructures, from enterprise servers to clouds, without any changes to your applications.

Experienced technical services leader with successful track record of building and leading global Client Support Organizations with 24x7 operations. Experienced defining best practices, procedures and implementation of key business systems which support the scalable delivery of high quality customer support experiences. Integration and optimization of key support tools and systems including: CRM, defect management, customer/partner portals, community forums, call management systems and internal/external knowledge management systems. Well versed in defining and reporting organizational metrics and KPI’s used for measuring success of the organization and ensure delivery is on plan. Specialties: Global Support Operations Management, SaaS Operations, P&L Management, Contract Proposals & Negotiations, Escalation Management, Metrics & Reporting, IT & MIS Management