Jim Randazzo
About Jim Randazzo
Jim Randazzo serves as the Director of Technical Support at Pinger, where he has significantly improved incident resolution processes and customer satisfaction since 2015. He has also played a key role in establishing teams focused on service reliability and cross-functional collaboration.
Work at Pinger
Jim Randazzo has served as the Director of Technical Support at Pinger since 2015. In this role, he has been instrumental in enhancing customer satisfaction through various initiatives. He pioneered the creation of an Incident Response Team (IRT) to improve incident resolution processes. Additionally, he implemented a scalable process for integrating Engineering responsibilities into the support function, fostering collaboration across departments. Randazzo also spearheaded the formation of a Site Reliability Engineering (SRE) team, focusing on proactive issue resolution to enhance service reliability.
Education and Expertise
Jim Randazzo completed his high school education at Bellarmine College Preparatory, where he earned a High School Diploma. He furthered his education at San Jose State University, obtaining a Bachelor of Science degree in Business Marketing. His academic background supports his expertise in technical support and customer service management, contributing to his effective leadership at Pinger.
Background
Before joining Pinger, Jim Randazzo worked as an Account Manager at Caltronics Business Systems from 2011 to 2015. During his four years in this role, he developed skills in client management and support, which he later applied in his position at Pinger. His experience in the business systems sector has informed his approach to building a responsive Technical Support team.
Achievements
At Pinger, Jim Randazzo has implemented strategic hiring, training, and mentoring programs to build a skilled Technical Support team. He has instituted best practices and methodologies aimed at enhancing system stability and minimizing downtime. Additionally, he has developed and implemented streamlined processes to improve incident resolution efficiency, contributing to overall operational effectiveness.