Our Vision and Leadership

Modernize service management. Our goal is to help you get there.

We understand our customers and their challenges. Our leadership team has a long history of building and operating global support centers and servicing hundreds of thousands of knowledge workers. The goal of providing quick response, rapid resolution, maximum efficiency, coupled with a positive end user experience are the cornerstones of every successful operation.

Serviceaide’s vision is to transform Service Management, across IT, enterprise management and customer support. We apply breakthroughs in artificial intelligence, machine learning and natural language processing to provide greater productivity, self-service and satisfaction.

Service desks have the opportunity to provide analysts and users with the service levels and seamless experiences that once seemed impossible, but which are now within reach.

– Wai Wong, CEO of Serviceaide
Wai Wong Wai Wong Chief Executive Officer

Wai Wong

Chief Executive Officer

Wai is the Founder, President, and Chief Executive Officer of Serviceaide. A serial entrepreneur, he has been in the high-tech industry for 30 plus years. Wai held executive leadership roles at BEA where he was the EVP and Global Chief Product Officer and at CA Technologies where he was the SVP and GM of the Unicenter brand, SVP and GM of WW Services, and SVP and GM of interBiz. Wai has a competitive spirit both at work and in his personal life. He competes in the US National Table Tennis and US Open Table Tennis Championships and is the 2019 US Open O-60 Men’s Single champion.

Bill Guinn Bill Guinn Chief Technology Officer

Bill Guinn

Chief Technology Officer

As Chief Technology Officer, Bill brings over 30 years of experience in the communications and enterprise IT industries. He was CTO at SUMMUS Software. He served at Amdocs as a CTO of the Product Business Unit where he was responsible for the development of real-time customer experience platforms. Before joining Amdocs, Bill served as SVP of product planning and architecture at DST Innovis, where he was responsible for strategic technology platforms, product management and pre-sales for the cable, broadband and satellite industries. Bill is also known for designing and hand crafting custom furniture, as well as for his skills on the shooting range.

Tim Short Tim Short

Tim Short

Chief Revenue Officer

Tim Short is the Chief Revenue Officer. He is responsible for ensuring Serviceaide’s growth across existing and new markets. He is passionate about customer satisfaction and providing solutions to help them achieve their long-term business goals. Tim brings 20+ years of executive leadership, sales, customer success, and portfolio management to Serviceaide. He has led global, cross-functional teams across several companies. His experience includes leadership positions at Workfront, CHG Healthcare, and KeyedIn. In addition to his business acumen, he is a passionate father and spins pottery in his spare time. He is an avid skier and attacks the slopes with the same determination and energy that he brings to his professional endeavors. 

Randall Tidwell Randall Tidwell

Randall Tidwell

Chief Financial Officer

As Chief Financial Officer, Randall Tidwell brings over 20 years of experience leading financial initiatives in technology industries.  He was most recently CFO at Agile Frameworks and KeyedIn Solutions where he facilitated growth accelerating strategies for these SaaS businesses.  He also coordinated the sale of the OpenQ business unit from SafeGuard Cyber.  His prior experience includes driving positive change at Saba Software, McKesson, and Postini (which was acquired by Google).  Randall earned an MBA from University of Virginia, Darden School of Business, and a bachelor’s degree in finance from BYU.  In his spare time, he enjoys outdoor sports and braving Minnesota winters.   

Nancy Bhagat Nancy Bhagat Chief Marketing Officer

Nancy Bhagat

Chief Marketing Officer

Nancy Bhagat is the Chief Marketing Officer. As a seasoned and award winning CMO, she has extensive experience driving results across the technology industry. She has served in global, executive roles at Intel, CA Technologies, Macromedia, and TE Connectivity. Nancy is passionate about making a difference across her business and personal endeavors. Whether it’s mentoring a student, or another professional each conversation is an opportunity to serve.

Kevin Goertzen

Kevin Goertzen

VP of Global Solutions

Kevin is VP of Global Solutions. He was the co-founder and CEO of Wendia North America (acquired by Serviceaide). He has 35+ years of global IT experience and is a former US Navy officer. Kevin has held various leadership C-suite roles across business, technology, and sales. Kevin’s passion is split between road cycling and fly fishing, where he does his deep thinking from a floating tube.

Chandra Swarna

Chandra Swarna

VP and Managing Director, India Operations

Chandra is VP and Managing Director of Serviceaide’s India Operations. Chandra’s experience covers software product development in IT Management, Telecom billing & OSS, and Automobile Engineering. Prior to Serviceaide, he was at CA Technologies heading CA Cloud Service Management Engineering, and previous to that he led the CA Service Management. Prior, Chandra worked at Convergys IMG. He has extensive knowledge in OSS & BSS domain and has filed 3 patents in this area. Chandra has a Master’s degree in engineering from PSG College of Technology, India, and a Bachelor’s degree in Mechanical Engineering.

Prasanna Nagaraj

Prasanna Nagaraj

Director of Product Service

Prasanna Nagaraj is the Director of Product Service providing implementation services. Prior to Serviceaide, Prasanna was the Product Manager for Cloud Service Management at CA Technologies. He has more than 20 years of experience in the IT service management domain. Earlier, Prasanna worked as Services Architect and Product Manager in Nimsoft/CA. Prior to that he worked with HP as a Services Consultant in designing and implementing enterprise management solutions. Prasanna has published articles and provided consultation to many organizations on the best practices in IT Service management. Prasanna holds Degrees in Telecommunications and Engineering, as well as being an accomplished ITIL V3 expert.

Jeppe Molbak Hansen

Jeppe Molbak Hansen

Director of Development

Jeppe is in charge of the Point of Business Platform development and customer support teams. He joined Wendia in 1999, working as an ITIL expert, architect, and development manager. Jeppe led the development of the Point of Business platform through multiple growth cycles, technological improvements, and releases. Prior Wendia and Serviceaide, he worked as a highly skilled software engineer and industry consultant. Jeppe’s soccer skills are well known as he’s been with the same soccer club for 30+ years. To relax, he began testing the waters with ice bathing this past year.

Sheela Benjamin Sheela Benjamin Director of Engineering

Sheela Benjamin

Director of Engineering

Sheela is one of the original co-founders of SunView Software and original architect of the ChangeGear product suite. Sheela has over 17 years’ experience managing product development teams from ideation to inception. Sheela manages the entire product lifecycle of ChangeGear and new AI-based features in Luma. Before SunView, She worked at Quark. Inc, Denver. She has a Masters in Computer Science from the University of Colorado. Sheela enjoys skiing and pushing herself by hitting new speeds downhill or reaching new heights climbing mountains.

Daniel Sasajima Daniel Sasajima | VP Serviceaide Latin America

Daniel Sasajima

VP. North American Sales

Daniel is Vice President for Serviceaide North America.  He was previously the General Manager Latam America. He has extensive experience in consulting services in the IT Service Management space. Daniel held senior positions at CA Technologies and has built a successful presence for ITSM vendors Axios, Ivanti and Landesk in Latin America. Amongst his many hobbies, Daniel is a competitive shooter with the International Practical Shooting Confederation (IPSC) which is the world’s largest and oldest practical shooting organization.

Williams Faria

Williams Faria

Williams Faria, Director, Latin American Sales

Williams Faria is the Director of Latin America Sales.  He has over 25 years of experience starting, developing, and managing new markets for multinational companies such as Banco Santander, HSBC, Stefanini, and Sonda IT.  Williams brings a broad experience across software and services delivering on digital transformations, improving services, and more. He enjoys competition at work and in his personal life.  He is an amateur football player and a gamer enthusiast, participating in Sao Paulo state championships.