Gartner Director, Executive Technical Support
I build the teams, technology experiences, and operating models that keep leaders and businesses moving.
From boardrooms and global events to enterprise operations and applied AI, my work connects executive confidence with measurable business results.
Current leadership Gartner
As Director, Executive Technical Support, I lead the technology experience for C-level leaders and approximately 150 identified VIPs.
My mandate spans proactive support, critical-event readiness, and a consistent service experience across office, remote, travel, and mobile environments.
Nexthink, experience baselines, dashboards, and preventive maintenance help identify risk before it reaches an executive.
Technology readiness for Board meetings, earnings calls, town halls, and leadership events, with testing, clear ownership, and recovery plans.
Align Digital Workplace, Security, Infrastructure, AV, Facilities, vendors, and executive assistants around continuity and executive confidence.
~450
AIG Americas: executive technology, collaboration, and AV.
$2M
Standard Industries: corporate, global, and executive technology.
3
Written recognition at AIG for executive support and critical events.
59%
UBS: reduction in mean time to restore service.
Selected experience
Executive continuity, global operating environments, and transformation with a clear business purpose.
Americas leadership / Global executive events
Executive technology leadership for approximately 450 executives in the Americas, with support for global travel and high-stakes engagements.
Led a 14-person team and a $1M operating budget. Coordinated technology readiness for earnings calls, Board meetings, CEO offsites, the AIG Women's Open, and World Economic Forum events in Davos.
Increased customer satisfaction by 35%, earned three written CEO commendations, and sustained executive continuity through COVID-era operations. Directed readiness for four quarterly earnings calls annually.
Also helped project-manage the executive office move from 175 Water Street to 1271 Avenue of the Americas, including AV and workplace readiness to support a smooth transition.
Global locations / Aviation / Maritime
Corporate and executive technology across headquarters, global locations, private aviation, maritime environments, and major leadership events.
Owned the operating budget, established after-hours and weekend coverage, connected HR, Facilities, and IT workflows, and led network, AV, video-server, and connectivity readiness for executive mobility.
Improved service visibility and coverage. Reconfigured corporate jet data packages to generate approximately $100K in annualized savings and reduce recurring overage exposure.
The operating model combined corporate ITSM discipline with discreet technology preparation for aviation and at-sea executive environments.
Flagship Stamford headquarters / Financial services
Corporate IT and VIP support for approximately 3,000 users at UBS's flagship corporate headquarters in Stamford, Connecticut.
Led a 20-person team and strengthened reporting, accountability, cross-training, and support readiness. Developed a standardized new-hire technology process that was adopted globally.
Reduced mean time to restore service by 59%, defective tickets by more than 50%, and increased tickets resolved within one hour by 50%. Led support readiness for a 600-user move with minimal business impact.
A service-improvement program connecting day-to-day performance with a repeatable enterprise operating standard.
24/7 healthcare operations / Rapid Response
Desktop and VIP support in a demanding clinical environment supporting physicians, nurses, emergency departments, and hospital operations.
Led a 16-person team and Rapid Response operations with aggressive two-hour service expectations. Managed escalation, onboarding, service feedback, post-incident review, and daily executive conference-room readiness.
My team and I contributed to EPIC implementation and Hurricane Sandy recovery, supporting the restoration and continuity of technology services during a critical period for the hospital.
The priority was dependable clinical support: clear response ownership, close attention to service performance, and practical recovery coordination.
Client success / Engineering / Service operations
A 68-person blended organization led through three functional leaders, with executive sponsorship for 170+ client relationships.
Aligned client success, service delivery, and engineering; redesigned staffing; strengthened QBRs and account recovery; and deployed agentic workflows across service operations and client follow-up.
A projected $3.8M year-over-year gross profit swing: approximately $2.0M H1 2025 gross loss to a Finance-forecasted $1.8M H1 2026 gross profit. Reduced blended client and recurring-revenue attrition from 40% to 16%, stabilizing approximately $2.1M in at-risk ARR.
The portfolio included executive client relationships, outage and incident management, DFIR coordination, Azure disaster recovery, and L1 NOC oversight with weekly network and payment-equipment trend reviews across 1,000+ Massage Envy locations.
New York / Washington / Philadelphia
IT operations across three broadcast stations and live morning and evening news environments, where production deadlines shaped every response.
Led technical staff, help desk services, training, and infrastructure support across Apple, Linux, Solaris, and Windows environments.
Supported continuity for live news production and more than 500 users, aligning technical response with the realities of an always-on broadcast operation.
Early leadership experience built around readiness, rapid decisions, and close partnership with the people producing the broadcast.
Applied agentic AI ATS
I deployed agents and automated workflows that improved technician readiness, accelerated commercial work, and strengthened client follow-through.
Equivalent to 2.0 FTE positions across the deployed workflow portfolio at ATS.
Project requirements
Generated scope
Implementation instructions
Ready for human review
50% faster
The Helpdesk Agent helped technicians troubleshoot issues and create clear resolution instructions, shortening the learning curve.
My role: created the agent and integrated it into technician training and service delivery.
2 hrs 10 min
A Microsoft Forms intake automatically produced the SOW, engineer how-to documentation, and a ready-to-review SOW PDF.
My role: automated a process that previously took approximately two hours per SOW.
Fewer escalations
The Client Reminder Agent prompted timely follow-up so unanswered requests and missed updates were less likely to become escalations.
My role: introduced the agent to strengthen follow-through and reduce escalation risk.
Ticket summarization, priority validation, SLA-risk detection, infrastructure and cloud alert synthesis, and trend reporting.
Agents reviewed knowledge articles and surfaced gaps based on issues arriving in the ticket queue.
Repeatable tasks can run automatically. Technical judgment, approvals, exceptions, and relationship decisions retain clear human ownership.
About Luis
My career has taken me from live newsrooms and clinical environments to financial-services headquarters, global executive events, and enterprise transformation.
Across those settings, I focus on the same things: earn trust, make responsibility clear, and build a team that can deliver consistently.
Connect on LinkedInI coach managers and senior technicians, create opportunities for growth, and develop succession readiness. At AIG, I prepared a successor who went on to lead the function.
Executives need a clear view of impact, options, and decisions. I translate technical issues into practical recommendations and a dependable communication cadence.
I bring budget ownership, workforce design, client retention, and commercial judgment to technology leadership. The outcome matters as much as the operation.
Operating principles / ITSM
Strong service management creates room for people to do their best work. These are the habits I build into the operation.
I use incident trends, root-cause reviews, and knowledge coverage to find recurring problems. Each improvement needs an owner and follow-through so teams stop solving the same issue every week.
MTTA, MTTR, SLA attainment, backlog age, and CSAT help reveal friction. In executive environments, I also focus on downtime impact, event readiness, repeat incidents, and proactive remediation. The review should end with a decision or an improvement action.
Named primary and secondary owners, escalation paths, restoration priorities, and an agreed update cadence help teams coordinate when time matters. Post-incident review turns the event into permanent improvement.
A QBR should connect recurring issues, recovery readiness, service improvements, and roadmap decisions to business priorities. Ticket volume alone does not explain whether the operation is protecting productivity and client trust.
I connect knowledge review to live ticket demand and use agents to surface gaps, summarize alerts, and prompt follow-up. Clear review points and human ownership matter wherever an action requires technical or relationship judgment.
Career perspective
Leadership across financial services, healthcare, technology services, manufacturing, media, advertising, and public-sector environments.
View Full Resume2026 - Present
Director, Executive Technical Support
2024 - 2026
Senior Director, Client Success, IT Operations & Global Service Delivery
2024
Contract assignment: executive escalation & outage management
2023
Executive Technology, Service Delivery & Operations Leader
2018 - 2023
Executive IT Support Director - Americas
2012 - 2018
Service Delivery Manager / VIP Support
2010 - 2012
Service Delivery Director; IT operations supporting agency teams behind the Milk and Colgate accounts
2007 - 2009
Associate Director, Corporate IT & VIP Support
1998 - 2007
Information Systems Operations Manager
Nexthink, ServiceNow, Autotask, ITIL / ITSM, SLA / SLO, MTTA / MTTR, FCR, CSAT / NPS, QBRs, RCA, backlog and queue health.
Microsoft 365, Entra ID, Active Directory, Intune, Okta, Meraki, Teams, Webex, Zoom, VDI, Bloomberg, Reuters, AV, Satcom, and Starlink.
NinjaOne RMM, PRTG, SentinelOne EDR, Mimecast, Proofpoint, DFIR coordination, Azure cloud DR, NOC operations, EPIC support, Power Automate, and agentic workflows.
Start a conversation
Executive technology, operational leadership, and practical AI transformation.
LuisPonsSr@outlook.com