OPEN

OPEN is the current manager at Point To Point Technology. Prior to this, they were at Cleantegrity and before that, they spent 12 years in various management positions at Radiant Systems and Check Point Software Technologies. At Radiant Systems, they reorganised and led a 60-person 24x7 technical support center resolving 1st and 2nd level support situations associated with over 45,000 restaurant locations worldwide. They also significantly improved customer and partner support as measured in response and resolution. They established "voice of the customer" feedback loops to the software and hardware development teams.

At Check Point Software Technologies, OPEN was first the Director of Technical Support and then later the Director of Professional Services. They transformed the way customers and partners engaged with the company. They also reengineered the service offerings to appeal to global markets and improved monthly utilization from 37% to 71% through innovative service delivery. They developed service programs and provided training to the reseller channel to grow software subscription and service to over 30% of total company revenue. They also launched new 20-person Customer Advocacy group to tackle problems and issues for customers and partners worldwide. They regularly met with customers, partners, and field employees worldwide to refine services; established feedback loops to product management, R&D, sales, operations and the channel. And finally, they improved productivity while simultaneously enhancing customer service through extensive retraining, open and rational metrics, and root cause analysis for problem prevention.

They are on a team with Pam Hildebrand - Manager, Patti Renfro - Manager. OPEN reports to Scott McCrimmon, Director.