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Christopher Fessia profile image

Christopher Fessia

Global Support Manager (Critical Escalations) at Hitachi Vantara
Intro Book
Experienced IT leader with 21+ years of technical expertise.
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Location
Chula Vista, California, United States, US
Languages
  • English -
  • Spanish -
Skills
  • Technical Support
  • Cloud Computing
  • Customer Service
  • Data Center
  • Team Building
  • Show all
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Bio

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Christopher Fessia is a seasoned IT professional with 21+ years of experience in technical support, cloud computing, and customer service. He has held leadership positions at Hitachi Vantara and 24 Hour Fitness, where he managed critical escalations, led teams, and provided executive-level summaries. As a skilled mediator and arbitrator, he has contributed to Hitachi Vantara's SOPs and provided guidance to support adherence to guidelines.

Experience

  • Hitachi Vantara
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Global Support Manager (Critical Escalations)
      • Mar 2010 - Jan 2024

      • Lead and collaborate with Hitachi Vantara local Account Team Leadership from Internal and External Customer when managing Critical and Business Critical Escalation to manage customer system outages and politically sensitive • Act as the Primary Point of Contact on the behalf of Hitachi Support with CEO’s, CIO’s and IT Directors on conference calls to provide executive level summaries throughout an ongoing system outage and during RCA after system recovery.• Lead GSC L1, L2, and L3 staff across all skill set teams to ensure timely technical updates, coordinate multi-practice escalations and tactically guide customer communications during all phases of sensitive customer escalations.• Coordinate GSC Engineering and 3rd Party Vendor support principles to synchronize troubleshooting efforts for customer escalations. • Author executive level internal and external Incident Reports (IR) postmortem. • Contribute content to Hitachi Vantara SOPs and provide guidance to support adherence to guidelines.

    • Technical Support Specialist
      • May 2002 - Jan 2024

      Data Storage Support

    • Senior Engagement Manager
      • May 2002 - Jan 2024

    • Supervisor -Global Support Center
      • Jan 2014 - Feb 2015

  • 24 Hour Fitness
    • Personal Trainer
      • Oct 1998 - Apr 2002

      Personal Trainer Provided Workout & Diet Plans pertaining to a clients personal goals.

Education

  • 1998 - 2000
    T.I.G. Technology Integration Group
    Associate's degree, MCSE
  • T.I.G. Technology Integration Group

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Industry Focus. “Computer Software”

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