About Us

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Customer First | Commitment | Honesty | Integrity | Respect

Better Customer Experiences and Better Business Results are achieved through the interaction of great Processes, Technology and Culture.

Leadership Team

Founded in 2018, TopCat’s principals are industry veterans with over 40 years of combined experience in the technology industry.

Having served with companies such as CA Technologies, FatWire Software (now part of Oracle), Con Edison and PowerServ, Tony and Charlie have extensive leadership and hands-on experience with a wide span of technology initiatives including systems engineering, applications development and support, facilities management and operations technology, data center operations, partner and vendor relations, technical sales support, professional services, project management, consulting and customer experience.

TopCat works with a network of technology partners and provides technology advisory services ranging from high-level strategy and planning assessments all the way down to in-depth audits, and also develops and executes on projects arising from those advisory services.  TopCat’s Charlie Ward is a PMI-certified Project Management Professional (PMP).        

Beginning in 2020, TopCat also serves on the Technology For Business (TFB) committee within the Hauppauge Industrial Association (HIA).  As co-directors of the Emerging Technology and Telecommunications groups, TopCat provides technology advisory services to HIA member companies.  The HIA primarily serves the Long Island Innovation Park (one of the largest technology and industrial parks in the United States, second only to Silicon Valley). 

Meet The Leadership Team

Tony Riccinto

With over 25 years in the enterprise software industry, Tony has extensive leadership expertise in technical support and customer service, customer experience, contact center development, process reengineering, technology adoption and shared service insourcing.  

Prior to co-founding TopCat Consulting Tony held positions of increasing responsibility at CA Technologies (formerly Computer Associates), the most recent being VP of Global Business Operations. In that role he was responsible for creating efficiencies throughout the organization by consolidating operations, creating new processes, and building out global contact centers, and providing world-class Customer Experience to CA’s customers.

Charlie Ward

Charlie Ward is a Technology Strategist with broad leadership and hands-on experience with energy and information technologies.

A co-founder of TopCat Technology Services, he has also served with Con Edison, CA Technologies, FatWire Software (now Oracle) and PowerServ US. 

Areas of expertise include Energy, Systems Engineering, Project Management, Applications Development, Operations management, Professional Services and Business Analysis.

Charlie is a member of the IEEE Power and Energy Society and is a certified project management professional (PMP).  He is an accomplished musician, composer, and producer, and is both a futurist and an optimist.  

Technology Partners

TopCat’s extensive Partner network includes a wide array of certified technology experts.  Together we provide you with the management guidance and technology expertise that your business needs and deserves. 

Accomplishments

TopCat Consulting had a key role in managing the initial launch of the Hauppauge Industrial Association's Solar Initiative for the Hauppauge Industrial Park. Working with the vision provided by HIA board members, TopCat organized and ran planning sessions and managed communications for the sub-committee’s two main working groups on messaging and technical operations. Bringing together volunteers from multiple commercial and administrative disciplines, TopCat’s leadership contributions helped provide a positive customer experience for the HIA members and for building owners, culminating in the formal project kick-off at the HIA’s Town Hall event.
Scott MaskinSUNation CEO and Co-Chair of the Hauppauge Industrial Association’s Solar Power Sub-committee
TopCat Consulting had a key role in managing the initial launch of the Hauppauge Industrial Association's Solar Initiative for the Hauppauge Industrial Park. Working with the vision provided by HIA board members, TopCat organized and ran planning sessions and managed communications for the sub-committee’s two main working groups on messaging and technical operations. Bringing together volunteers from multiple commercial and administrative disciplines, TopCat’s leadership contributions helped provide a positive customer experience for the HIA members and for building owners, culminating in the formal project kick-off at the HIA’s Town Hall event.
Scott MaskinSUNation CEO and Co-Chair of the Hauppauge Industrial Association’s Solar Power Sub-committee
Consolidated all customer-facing activities into single shared-services organization with contact centers in North America, Latin America, EMEA, Asia-Pacific and Japan. Provided customer service, first level technical support, administrative services for sales, marketing, finance, legal, licensing and education, enabling the business units to focus on their core competencies.
Created and led the worldwide Technical Support organization and distributed call center for enterprise software products in Content Management, Web Experience and Social Media. Transformed a loose association of globally dispersed legacy operations into a focused unit, integrating processes and systems, and growing team capabilities while replacing an outdated business model and initiating a new proactive customer service philosophy, turning Technical Support into a major success leading to acquisition by Oracle.
Generated first-year savings of $4M, $6M over two years, and $8M in savings to date through the implementation of a Global Telephony Solution consolidating 500+ telephone numbers into one per country, re-engineering and streamlining processes and right-sized staffing.
Design and implementation of Technical Support proactive alert system (ProAlert) to predict customer escalations for early preventive intervention.

Designed and installed a metrics-based support culture resulting in 37% backlog reduction in issue tickets and 19% reduction in customer escalations.
Successful track record leading project rescue initiatives for high profile customers, resulting in loss avoidance of an estimated $1.22m in annual worldwide M&S revenue. Key participant on the management team in grooming the company for acquisition.
Saved $1.2M annually and improved licensing team efficiency by 60% through initiation of the Gold Key project which improved customer satisfaction and recovered over $3.5M by partnering with KPMG to launch a software compliance program which protected CA’s intellectual property by ensuring customer-based licensing adherence and realized a 4:1 return on investment in first year of operation.
Created and managed a distributed city-wide applications and network support operation and help desk for electrical operations work forces.

Designed and managed implementation of plant-wide power generation disturbance management and fault recording system.
TopCat Consulting helped me tremendously. With only a few conversations, they asked the right questions in order to get a deep understanding of my role and the business. To put it simply, they just get it. They understand what it takes to run an organization and were able to put together thoughtful recommendations that were tailored to me. They have done this type of work successfully in the past and know what it takes. In a very short amount of time they put together a concise but very thorough list of recommendations to focus on. I also provided them with a list of priorities we were looking to work on and they came back with a number of recommendations around that, a format to track details, and a summary. I would use them in the future and certainly highly recommend them.
Dan WachsmuthTechnical Support Senior Manager
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