Derek Dacunha

Technical Support Leader with 10+ years of experience managing and scaling high-volume SaaS support operations. Currently co-managing a 70-person support organization handling 600+ daily cases. Proven track record of improving CSAT, reducing resolution times, and driving operational efficiency through process design, workforce planning, and cross-functional collaboration with Product and Engineering.

Product Support Manager at UKG (2023-07 – Present)

Lead day-to-day operations of a high-volume Tier 1 support team handling 600+ cases daily across workforce management applications. Co-manage a 70-person technical support organization, driving performance, coaching, and operational consistency.

• Improved key KPIs including case throughput, resolution time by 40%, and CSAT by 20%, despite ongoing team turnover through career progression.
• Designed and implemented forecasting models and staffing frameworks, improving capacity planning and backlog management
• Standardized SOPs for case handling, PTO, and performance evaluation, increasing consistency across leadership
• Partner with Tier 2/3, Product, and Engineering to streamline escalations and reduce time-to-resolution
• Mentor and develop team members through structured coaching and career development planning

Technical Support Manager at UKG (2022-07 – 2023-07)

Turned around an under-performing, siloed support team by improving case resolution efficiency, backlog reduction, and overall productivity.

• Replaced skill-based routing with a cross-functional support model, eliminating single points of failure and increasing team flexibility
• Led structured cross-training initiatives, expanding team capability across multiple product areas and issue types
• Increased case throughput and reduced backlog by standardizing performance expectations and queue ownership
• Built and implemented reporting tools to track individual and team performance, improving visibility and accountability
• Introduced performance scorecards, driving measurable improvements in productivity and engagement
• Established backlog prioritization frameworks to improve SLA adherence and time-to-resolution

Technical Support Manager at PatientKeeper (2016-01 – 2022-07)

• Managed daily support operations including hiring, training, performance management, and process improvement
• Partnered with leadership on budget planning, cost analysis, and operational strategy
• Led process improvement initiatives to increase team throughput and efficiency
• Designed and implemented structured training programs and onboarding processes
• Oversaw team restructuring efforts to align with evolving business needs and performance goals

Technical Lead at PatientKeeper (2015-01 – 2016-01)

Led day-to-day team operations while maintaining individual case workload.

• Distributed inbound work and supported performance management processes

Technical Consultant/Senior Technical Support Engineer at PatientKeeper (2011-01 – 2015-01)

Supported enterprise healthcare clients, troubleshooting application, database, and interface issues.

• Specialized in HL7 interfaces, SQL troubleshooting, and performance analysis
• Acted as escalation point for complex technical issues and new implementations
• Partnered with Engineering and QA to diagnose product issues and deliver workarounds

Senior HL7 Interface Application Specialist at Meditech (2007-01 – 2011-01)

Supported 80+ healthcare organizations across North America, troubleshooting HL7 interface and integration issues.

• Led interface-related projects including implementations, upgrades, and regulatory initiatives
• Resolved complex data flow and interface errors across clinical and financial systems

Bachelor in Management Information Systems with a Minor in Finance – University of Massachusetts Lowell (2006)