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Bridging Team Gaps: Communication, Collaboration, and Confidence

About


I believe that exceptional operations stem from exceptional people. Throughout my career, I have built and led global SaaS and IT teams that not only meet their goals but also foster trust, communicate effectively, and deliver results because they genuinely care.

I thrive on challenges and remain composed under pressure. Whether I'm leading incident communications, streamlining complex workflows, or guiding a team through a new release, my emphasis is on clarity, consistency, and keeping the human element at the forefront.

Beyond titles, I see myself as a builder of teams, processes, and confidence. I enjoy transforming chaos into structure, concepts into actionable playbooks, and good teams into outstanding ones.

If your organization values empathy, accountability, and doing things right, that’s where I excel.


I STAND OUT BY CONNECTING PEOPLE, ALIGNING TEAMS, AND DRIVING RESULTS.


 

Seeking Full-Time, Part-Time, or Contract Roles

Remote, Hybrid, On-Site

New York City Metropolitan Area



Christopher J. Mourikis

📞 (475) 419-5431 | 📨 cmourikis@gmail.com |    linkedin.com/in/chrismourikis


Global Customer Support & IT Operations Leader 

Driving Talent Development, Collaboration, & Customer Excellence


PROFESSIONAL SUMMARY


Mission driven, people-first B2B SaaS, Salesforce, and IT operations leader with a knack for turning chaos into structure and good teams into great ones. Known for building trust, driving clarity, and keeping both people and performance in focus. Calm under pressure, empathetic in leadership, and dedicated to creating teams that thrive while delivering measurable results. I'm a grounded leader who not only gets it, I action it.


CORE COMPETENCIES


Global Turnaround Leadership | Release Management | B2B SaaS Ops & Automation | Customer Experience & Service Delivery 

Incident Response Leadership (24/7) | ITIL/ITSM (Change/Problem) | KPIs & Continuous Improvement | Knowledge Enablement  

Security /Compliance (MFA/SSO) | Asset & Vendor Management | Program/Project Management (Agile/Hybrid) | AI / ChatGPT


PROFESSIONAL EXPERIENCE


    Sitetracker  |  Montclair, NJ  |  Feb 2020 – Jun 2025


     Global Upgrade & Release Manager  Jan 2023 – Jun 2025

    • Directed global platform upgrade and release programs, consolidating 15 product versions down to 3 — achieving an 80% efficiency gain and reducing maintenance overhead.
    • Developed and operationalized global playbooks creating process consistency across offshore and cross-functional teams, reducing release errors and deployment time.
    • Launched cross-functional SME programs that strengthened collaboration, accelerated knowledge-sharing, and improved first-touch resolution rates.
    • Implemented performance analytics and KPI frameworks enhancing visibility, accountability, and data-driven decision-making across operations.
    • Championed customer feedback integration into release cycles, improving feature quality and aligning upgrades with real-world customer needs.
    • Directed 80+ concurrent customer upgrades, bringing all clients onto the latest platform to reduce support overhead, improve stability, and accelerate feature adoption that drove measurable ROI.


    Head of Customer Support  Feb 2020 – Jan 2023

    • Built and scaled global support teams through strategic hiring, onboarding, and process design — enabling 24/5 worldwide coverage and seamless collaboration across time zones.
    • Implemented structured KPIs and operational playbooks that standardized workflows, improved visibility, and boosted SLA performance across teams.
    • Delivered 99% SLA compliance by optimizing escalation management and reinforcing accountability across global support operations.
    • Fostered a customer-obsessed culture that improved satisfaction scores and earned company-wide recognition for service excellence.
    • Partnered cross-functionally with Product, Engineering, and Success teams to align release readiness and reduce time-to-resolution for high-priority issues


   Conair LLC  | Stamford, CT  |  Jul 2003 – Jan 2020


Technical Support Manager 


    • Promoted multiple times from front-line technical support to Technical Support Manager, combining hands-on expertise with mature team leadership.
    • Directed enterprise IT support and Help Desk operations across multiple global locations, managing high call volumes while sustaining 99% SLA compliance and ensuring consistent end-user satisfaction.
    • Implemented SolarWinds ITSM system to improve incident visibility, tracking, and resolution time — cutting average response times and strengthening accountability across teams.
    • Led company-wide Microsoft Exchange/365 migrations and security upgrades, modernizing legacy systems and improving reliability, uptime, and business continuity.
    • Optimized IT asset lifecycle management for over 1,500 endpoints, improving performance, reducing downtime, and extending hardware utilization.
    • Negotiated vendor contracts and licensing agreements, achieving measurable cost savings while securing stronger long-term partnerships and service SLAs.
    • Developed and mentored teams, increasing technical expertise, independence, and cross-site collaboration.
    • Served as strategic liaison between IT and business executives, aligning infrastructure strategy with organizational goals and enabling better planning for growth and modernization.



TECHNICAL & ANALYTICAL SKILLS


Customer Operations & SaaS Leadership: B2B SaaS & IT Support, Escalation Management, Customer Success, SLA Compliance, Playbook Development

IT Infrastructure & Cloud Management: Microsoft 365, Azure AD, Salesforce, SSO/MFA (SAML, OAuth2, SCIM), Endpoint Protection, MDM, Network Admin, Mimecast, WebSite Design, DNS

Tools & Platforms: Salesforce, Sitetracker (Admin Certified), JIRA, Zendesk, Freshdesk, SolarWinds, Microsoft Suite, Slack, Confluence, Google Workspace, AI/ChatGPT, SiteJet

 

EDUCATION


     BUCKNELL UNIVERSITY         

          Lewisburg, PA

Bachelor of Science in Business Administration


CERTIFICATES


  • Sitetracker: 2x Certified Sitetracker Administrator
  • Chubb Institute of Technology: Certificate in Network Adminsitration
  • Learning Tree International: Project Management Fundamentals, ITIL® v3Foundation, Management & Leadership, IT Management, Emotional Intelligence




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Recommendations ⇒ https://www.linkedin.com/in/chrismourikis/details/recommendations 

Endorsements ⇒  https://www.linkedin.com/in/chrismourikis/details/skills

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