Christopher Pederson

Led a global technical support organization of 35+ individual contributors and 4 managers across multiple time zones, delivering 24x7 follow-the-sun coverage. Reduced case age by 20% YoY and improved escalation response times by 20% while maintaining 96% CSAT and 98% SLO adherence.

Led a team of local and remote technicians supporting ~1,000 employees in a 24x7x365 service model. Implemented a cost-effective softphone solution, reducing operational expenses by over $34K per month.

Managed a distributed global support organization across the United States and Noida, India, supporting enterprise cloud-hosted environments. Directed Priority 1 and Priority 2 incident response as Incident Manager, ensuring rapid containment and structured Root Cause Analysis through ITIL Problem Management practices.

Developed and presented Quarterly Business Review (QBR) meetings. Collaborated with Human Resources on salary restructuring and employee development programs.

Managed staff budgeting and implemented a career development program. Created a new RMA process, leading to an 18% improvement over the previous year.

Trained on and created custom Crystal Reports for tracking KPIs. Achieved over 95% customer satisfaction and received multiple North Face awards.

Completed Google Gemini training in 2026.

Completed Anthropic Academy training on Claude in 2026.

Completed management certification training at Boston University Corporate Education Center.

Completed Salesforce Administrator certification coursework in 2026.

Earned a Bachelor's degree in Geology from the University of New Hampshire.