I’m Tony Clemente — I help enterprise software teams turn complex operational problems into practical technology, processes, and measurable improvements.

Support Operations Hub

Internal Operations Platform & Business Systems Integration

A recurring operational problem had become a bottleneck: Support and related teams relied on a manually maintained Excel workbook to prioritize bugs, escalations, and customer-impacting work across multiple systems. Data could become stale, the process depended on a single person, and producing a current view required hours of manual reconciliation. I designed, specified, directed, and shipped an internal operations platform that replaced that process with a self-service, cloud-hosted web application.

From spreadsheet to operational platform

The platform brings together data from Jira, Zendesk, NetSuite, and product-usage systems and turns it into a unified operational view used across Support, DevOps, Professional Services, Customer Success, and leadership.

The platform includes:

Result

Reduced a previously manual multi-system reporting process to approximately 30 seconds. What previously required manually gathering and reconciling information across multiple systems can now be refreshed in approximately 30 seconds. The platform has also moved the organization away from a single-maintainer process. Authorized users can access current operational information directly, while scheduled pipelines keep data refreshed automatically. In one 30-day analytics snapshot, the Hub recorded 21 unique users, 1,308 dashboard views, and 19 generated QBR packs.

How I built it

The platform was built through AI-assisted development, with me defining the operational requirements, data model, scoring logic, workflows, architecture, UX, testing approach, and delivery process while using AI tools to accelerate implementation. The technical stack includes Python, FastAPI, REST APIs, Git/GitHub, automated testing, Docker, AWS services, SSO/OIDC, role-based access, scheduled data pipelines, and interactive dashboard components. This project represents the kind of work I increasingly focus on: understanding an operational problem, connecting the underlying systems and data, building a practical solution, and putting the resulting capability into the hands of the people who need it.

Support Operations

Operational systems, process design, performance visibility, and team execution

I treat Support as an operational system, not simply a queue of customer requests. That means looking at how work enters the organization, how it is prioritized, how issues move between teams, how performance is measured, and where process or system changes can remove recurring friction.

My support operations work includes

• KPI and performance frameworks: Designed operational metrics and reporting around support workload, SLA performance, prioritization, customer health, and operational risk, with an emphasis on consistent definitions and trustworthy source data.
• Prioritization and escalation: Standardized L1/L2/L3 escalation practices and developed impact-based prioritization models for bugs and customer-impacting issues. The approach considers business impact, severity, affected customers, and operational context rather than treating every escalation equally.
• Incident management: Built a Critical Incidents operating model and reporting process that gives leadership visibility into active and recently resolved production incidents. Defined a consistent threshold for what constitutes a critical incident and corrected reporting logic so the output reconciles with the system of record.
• Cross-functional workflows: Built Support ↔ DevOps and Support ↔ Professional Services workflow views in Jira to make ownership, status, aging, and dependencies visible across teams.
• Team capability and capacity: Built a skills matrix covering more than 80 product areas to identify subject-matter expertise, gaps, routing opportunities, and mentoring needs. Used the results to inform training priorities and team planning.
• Operational resilience: Look for single points of failure in people, systems, and processes, then redesign workflows or tooling so critical operational knowledge and capabilities are not dependent on one individual.

Technical Escalation Management

Enterprise Software & Cross-Functional Problem Solving

Serve as a senior escalation point for complex enterprise software issues, coordinating investigation and resolution across Support, Product, Engineering, Services, and customers.

The emphasis is not simply on resolving an individual incident, but understanding the underlying technical and operational factors and identifying opportunities to prevent recurring problems.

SaaS Operations Evolution

Enterprise Support Transformation

Helped support organizations and customers navigate the operational shift from primarily on-premise enterprise software environments toward SaaS-based services and support models.

• Cloud-based support operations
• Remote technical troubleshooting
• Operational process changes
• Customer communication
• Cross-functional escalation models

Publishing & Media

• Hearst Magazine Media
• Trusted Media Brands
• BuzzFeed
• The Hollywood Reporter
• Billboard
• Commentary Magazine
• Reader’s Digest
• Smithsonian Air & Space

Associations & Enterprise

• National Education Association
• Human Rights Campaign
• DuPont Crop Protection
• Curriculum Associates
• Moderna
• Grupo Arco Brasil
• Wild Apple