Walid Elemary CTO and Innovation Officer, dinCloud 

dinCloud, Inc., in cloud platform for hosted workspaces and cloud infrastructure, announced the appointment of Walid Elemary as chief technology and innovation officer (CTIO).

He will be responsible for defining the technical strategy for the company, encompassing all aspects of service delivery, including customer onboarding, customer success, engineering and the Network Operations Center (NOC), managed services, and software development. This combined organization allows the company to innovate faster by giving technical teams direct access to customers during onboarding and support.
 
He initially joined dinCloud in 2011 as VP of engineering and product development, where he was responsible for software development efforts, pre-sales engineering support, the development of customer tools and applications, and technical support for customers. Prior to dinCloud, he was director of software development of cloud services at a national IT reseller, En Pointe IT Solutions, responsible for product innovation.
 
His earlier roles would eventually comprise his expertise as a software engineer. Initially starting at Innovent Systems, producer of the first Bluetooth chip-sets and HomeRF, he later joined Broadcom where he helped integrate Innovent products and practices after the company’s acquisition.
 
Prior to that, he helped architect the world’s largest ‘historical musical’ archiving system for the Los Angeles Philharmonic, developing an online interactive ticketing system – a joint project with Ticketmaster to host online concerts for the Hollywood Bowl and Walt Disney Concert Hall.
 
He also led the development of an online student registration and transcript system at Antioch University, and was a senior network and security engineer at Nexon America, Inc., a wholly-owned subsidiary of Nexon Co., Ltd., South Korea’s large online gaming company.
 
dinCloud Achievements
An Elemary’s biggest achievements to date at dinCloud was the development of the company’s cloud orchestration platform, dinManage. Today, the platform is a product that connects with dinCloud’s backend infrastructure, helping customers rapidly migrate their infrastructure to company’s cloud. Putting control in the user’s hands, the console allows customers to manage their network and security parameters for their hosted workspaces and cloud infrastructure.
 
Other accomplishments include the introduction of dinDaaS (dinCloud’s turnkey virtual desktop) to market, analytics and monitoring implementation into dinManage, and introducing various in-house cost effective engineering tools to manage the backend infrastructure.
 
Improving Customer Experience
Immediately following dinCloud’s recent acquisition by Premier BPO, Inc., Elemary reorganized company resources in order to support a seamless customer experience. By leveraging the existing customer service experience at Premier BPO, he and his team can now better assist customers from the start of their engagement. For example, the onboarding team, known as the ‘Customer Success’ team, kicks of the discovery to ensure the customer’s infrastructure and needs will be in line with expectations. From there, the customer success team continues to follow the adoption for 90 days, then hands over the account to the customer experience team, which is responsible for regular check-ins with customers and partners, acting as a liaison within dinCloud.
 
The engineering team is the backbone to the new customer success and experience teams at dinCloud, keeping an up-to-date knowledge base, augmented by a hands-on customer support team that is also available omni-channel should customers require additional support.
 
“Within weeks of this new team being put in place, we’ve been able to address customer questions faster than ever before, and customers are already sharing positive feedback,” said Elemary. “Additionally, we will continue developing and enhancing our efforts around the customer experience through a regular process-improvement assessment to make sure the customers’ migration to our cloud remains as seamless as possible and exceeds their expectations at every encounter.”
 
Aside from enhancing the customer experience, dinCloud has plans for the company’s 2018 product roadmap.
 
“In the coming months, customers will be able to take advantage of a ton of new products and features including serverless compute, software defined networking, one-click app deployment in the virtual private cloud, easier management of hosted virtual desktops, enhanced security, and much more,” added Elemary.