A Leader in Global Call Center and Help Desk Operations, Bob Barnes Brings an Excellent Track Record of Achieving Outstanding Service Quality and Exceptional Customer Satisfaction
Continuum, a leading provider of remote monitoring and management (RMM) and business continuity solutions, has appointed Bob Barnes, vice president, Global Service Delivery to this newly created, pivotal position. Barnes will be responsible for Continuum's network operations center (NOC) and help desk services. His goal is to establish new standards of operational excellence that result in a consistently superior service experience for Continuum channel partners and their customers.
Barnes brings more than 20 years of technology and operations management experience and has served as global head, technology services & IT security at Celgene Corporation, global vice president, technology support at JP Morgan Chase, and program director, managed services at Siemens Business Services.
"Bob's unique experience in creating a Center of Excellence at Celgene in India, and his proven ability to increase service levels, productivity and efficiency in global support organizations will enable us to achieve world-class service quality and customer satisfaction," said Michael George, CEO, Continuum. "Bob's expertise will be an invaluable addition as he oversees people, products, processes and technology affecting service delivery that touches our partners and their end users. Adding Bob to our team further reinforces our commitment to invest in whatever resources are needed to make our partners the most profitable and successful MSPs in the world."
"We are thrilled to see Continuum's ongoing commitment to service delivery excellence," said Jason Holbrook, principal, Empower Information Systems. "Continuum's NOC operation has been a workforce and productivity multiplier, enabling us to grow 30 percent year over year without adding technical staff. The NOC has also helped us resolve incidents 40 percent faster through rapid problem identification and an improved ability to determine the best-practice for problem resolution."
Continuum provides a leading SaaS-based managed services platform that managed services providers (MSPs) use to efficiently backup, monitor, troubleshoot, and maintain desktops, servers and other endpoints for small- and medium-sized businesses. The comprehensive platform provides an intelligent remote monitoring and management (RMM) solution and an advanced backup and disaster recovery (BDR) offering branded Continuum Vault - all integrated with an industry-leading network operations center (NOC), delivering a single, unified managed services experience. The company currently employs more than 650 employees worldwide, supports over 3,300 MSPs, and monitors nearly 500,000 endpoints. The principal owner of Continuum is Summit Partners (www.summitpartners.com), a Boston based growth equity firm that has raised more than $12B in assets. For more information, visit www.continuum.net.