Kev Carly

About Kev Carly

Support Executive Leader with 30 years of experience building, scaling, and transforming global technical support organizations across enterprise cloud, SaaS, and high-growth technology environments.I specialize in modernizing support operations through automation, AI-enabled service models, and performance-driven strategy—delivering measurable improvements in customer experience, efficiency, and business outcomes.Throughout my career, I’ve partnered closely with Product, Engineering, Security, and Executive Leadership to align support with business strategy and drive continuous service innovation.Signature Impact:• Improved CSAT to 4.8/5.0 while reducing resolution times by 30%+ through automation and data-driven prioritization• Scaled global support organizations by 400%–600% during hypergrowth while maintaining world-class customer satisfaction• Increased Net Promoter Score by 64 points through ITIL-driven service modernization• Built follow-the-sun global support models delivering 24/7 enterprise coverage across North America, Europe, Asia, and Australia• Implemented AI-enabled workflows within Oracle Cloud to accelerate resolution velocity and service quality• Delivered $15M in annual profit improvement through operational and infrastructure optimizationI’m known for building high-performance teams, driving operational excellence, and transforming support into a strategic business advantage. Areas of focus:Global Support Operations | Technical Support Transformation | Customer Experience Leadership | Automation & AI in Support | Service Excellence | Escalation & Incident Management | KPI-Driven Performance | Executive Collaboration

Experience

1. Senior Manager, Application Service Excellence

   Oracle

   Feb 2016 — Present · Lehi, UT, US

   Lead global technical support excellence initiatives across Oracle Cloud platforms, driving modernization, automation, and enterprise-scale performance improvement.• Transformed global support operations through automation and advanced prioritization models, improving CSAT to 4.8/5.0 and reducing resolution times by over 30%• Built and scaled high-performing global support teams delivering mission-critical enterprise coverage• Partnered with Product, Engineering, and Security leadership to proactively resolve systemic issues and influence product roadmaps• Implemented KPI-driven operational governance improving SLA compliance, service quality, and customer retention• Recognized with multiple Oracle Pacesetter Awards for leadership excellence and strategic impact

Education

• The University of Arizona Global Campus

  Master of Business Administration (M.B.A.), Management Information Systems and Services

  2012 — 2013

• University of Phoenix

  Bachelor's Degree, Information Systems

  1994 — 1998

Skills

• Organizational Leadership
• Program Management
• IT Operations
• Team Building
• Management
• Saas
• Business Intelligence
• Process Consulting
• Performance Management
• Crm
• Itil
• Operations Management
• Project Delivery
• Service Delivery
• Mentoring
• Certified Novell Engineer
• Project Portfolio Management
• Service Improvement
• IT Management
• IT Strategy
• Vendor Management
• Customer Relations
• Team Management
• Project Management
• Cross-Functional Team Leadership
• Cne
• Leadership Mentoring
• Business Process Improvement
• Service Management
• Department Management
• Service Desk
• Hiring/Firing
• Messaging Systems
• Call Center
• Customer Service
• Staff Mentoring
• IT Governance
• Process Improvement
• Big Data
• Team Leadership