Philip Ricciardi
About Philip Ricciardi
Philip Ricciardi is a Senior Technical Support Manager at Mark43, where he has worked since 2023. He has extensive experience in technical support, having previously held similar roles at Clari and Veritas Technologies LLC.
Work at Mark43
Philip Ricciardi serves as the Senior Technical Support Manager at Mark43 since 2023. In this role, he manages the Level 3 Technical Support team, focusing on public safety applications including Records Management Systems (RMS), Computer-Aided Dispatch (CAD), and mobile applications. His responsibilities include overseeing technical support operations and ensuring efficient service delivery to clients in the public safety sector.
Previous Experience in Technical Support
Before joining Mark43, Philip worked at Clari as a Senior Technical Support Manager from 2021 to 2023. He previously held positions at Veritas Technologies LLC, where he served as a Principal Technical Support Engineer from 2013 to 2016 and later as a Senior Principal Technical Support Engineer from 2018 to 2019. His experience also includes a role as a Senior Technical Support Engineer at Clari from 2019 to 2021.
Team Expansion and Management
Philip expanded a technical support team from 4 to 14 members across multiple geographies during his tenure at Clari. He has a proven track record in managing technical support teams, focusing on enhancing support operations and improving customer service experiences. His leadership includes recruiting skilled Technical Support Engineers to address complex issues in the public safety sector.
Education and Training
Philip studied at ITT Technical Institute-Lake Mary from 2011 to 2012. He completed his high school education at Lake Mary High School from 2003 to 2007. His educational background supports his career in technical support and engineering.
Innovations in Technical Support
Philip implemented AI-driven tools to enable customer self-service and reduce support case volume. He designed processes for collaboration with engineering teams to enhance support operations and created training processes to upskill Level 1 and Level 2 Customer Support Analysts. His initiatives focus on improving workflows and processes to enhance the support experience for both customers and internal employees.