HighWire boosts customer performance with three key hires

    Following the opening remarks by HighWire Press, Inc. CEO, Dan Filby at the Spring HighWire Publishers’ Meeting, the HighWire leadership team has been further strengthened by the appointment of three key individuals: John Doherty, Director Technical Support; Andre Kvaternik, Senior Director Professional Services; and Rob Smyth, Director of Engineering Quality Assurance.

    The new appointments show HighWire’s commitment to providing outstanding customer experience by delivering operational excellence and also demonstrate the long-term investment in the HighWire team by Accel-KKR and Stanford University.

    John and Rob have over 15 years’ experience each of building and leading dynamic, fast-paced technical support and QA organisations; while Andre has over 20 years’ experience leading high-performing development and deployment teams within service organizations, all with global companies. Andre is based in California at HighWire’s head office, while John and Rob operate from the new Belfast International Centre.
    All hires are ideally placed to provide service and support to HighWire’s growing global customer base.

    At the Spring Publishers’ Meeting, Dan shared news of the positive progress made in 2015 across HighWire’s business including Key Performance Indicators across the operations. HighWire’s core products: BenchPress, JCore, and Folio have all benefited from significant development. The recent investment in the infrastructure has resulted in improved uptime and performance across all products, for example:

    • JCore, HighWire’s hosting platform, now has an uptime of 99.9+%.
    • BenchPress, HighWire’s solution for scholarly manuscript submission, now has an uptime of 100%.

    John, Rob, and Andre will continue to build upon this good work particularly with regards to the implementation of HighWire’s new support process; a customer-centric alignment of our Statement of Work process; the “right first time” approach to QA processes; and the delivery and quality of projects for HighWire customers.

    John, Rob, and Andre are all engaged with HighWire’s publisher conferences and advisory councils, and they will also be active contributors to the company blog and newsletter.