Management Customer Care Is What We Do

Mike Ryan 2013 WebMichael Ryan – CEO

Mike is the founder and CEO of Fused Solutions LLC located in Potsdam, NY and Northborough, MA.  In 2008, he led the acquisition of the assets from the Nicholville Telephone Company.  His vision was to create a premier Technical Support and IT Services Business Process Outsourcer leveraging superior cloud based technologies.  This led to the commercialization of SpiceCSM, an internally developed cloud based customer service management platform as well as the integration of other leading cloud applications.

Before founding Fused and Spice, Mike served as Executive Vice President of Sales and Marketing for Message Secure Corporation, a managed security services and compliance assurance provider to regulated banks and credit unions across the US where he transitioned it from a start-up with less than 20 clients to a growth stage company that was acquired by Perimeter Inter-networking in 2007.

Previously, Mike served as Director of Business Development and Eastern Operations with DDI, the fastest growing and most profitable quick turn contract manufacturer of its time, as well as senior roles Cuplex, Inc., Aero DDL and Rogers Corporation. Mike has a BS in Engineering and Management from Clarkson University. Mike is married and the proud father of 3 children.

 

Jason FregoeJason Fregoe – Director of Process Architecture

Jason Fregoe joined us in 2007 as a Level 1 Support Technician. He worked through the ranks quickly being promoted to Supervisor, Manager Of Content Development and most recently Director of Process Architecture. He has a background in network administration and computer repair from Ethereal Technologies, LLC. Jason has spent his life in Upstate New York.

 

 

 

 
Kim FisherKimberly Fisher – Director of Human Resources

Kimberly Fisher came to work for Fused Solutions in September 2001 as a Customer Service Representative.  In 2008 she became the Executive Assistant of Michael Ryan.  To date she has 11+ years of experience in Customer Service.  Kim is currently in training as the Assistant Director of Finance and Human Resources.  Kim is also the Financial Assistant for North Bay Technology Development and manages billing and collections for our daughter company SpiceCSM.\n\n Kim graduated from Potsdam High School in 1994.  She attended SUNY Canton College and Mater Dei College for Business Management. Prior to coming to work for Fused Solutions Kim worked for various retail stores and 3.5 years as an Assistant Practitioner for NYSARC
 

 

 

Kristen AustinKristen Austin – Training Manager Kristen grew up on Long Island and came to Potsdam for school. She studied Literature, creative writing and secondary education at SUNY Potsdam. She started as a Level one technician at Fused Solutions in March of 2012, was later promoted to Level two technician, and has quickly found her niche in the training program in February of 2013. Through Kristen”s short time at Fused Solutions she”s been able to innovate and make many positive changes for the initial and continuing education of agents.