David (Randy) Pauley Email & Phone Number

Conyers, Georgia, United States

Supporting Roboyo Employees Worldwide with an emphasis on the United States.Administration of network and application accounts.Computer support.

Atlanta, Georgia, United States

• Americas POD Lead for Managed Services (RPA Support) • Provide guidance and coaching for Managed Services Engineering team• Providing a single point of contact for customer questions regarding RPA best practices• Communicate and manage IT requirements with the client’s IT service department• Participating in automation programs for a broad range of customer projects• Working on a wide range of projects involving the implementation of new and existing systems, solutions, and processes• Improving, documenting, and implementing the support and maintenance processes for Roboyo worldwide (internally)• Responsible for the Roboyo Support Process for clients• Work in 1st and 2nd Level Support for Customer RPA

Atlanta, Georgia, United States

• Communicate and manage IT requirements with the client’s IT service department• Participating in automation programs for a broad range of customer projects• Working on a wide range of projects involving the implementation of new and existing systems, solutions and processes• Improving, documenting and implementing the support and maintenance processes for Roboyo worldwide (internally)• Being responsible for the Roboyo Support Process• Managing Roboyo’s internal Process Documentation• Supporting development of Roboyo’s Support and Maintenance Services• Work in 1st and 2nd Level Support for Customer RPA• Providing a single point of contact for customer questions regarding RPA best practices

Atlanta Metropolitan Area

Served as a CSR on a Bank of America Prepaid Debit Card account that many states use for paying out unemployment, disability, child support, etc. Answered phone calls from cardholders and serviced their accounts as well as answering various questions about their accounts and using their cards.

Atlanta, Ga

Served as business unit champion for Robotic Process Automation (BOTS) and APEX Author for various Methods and Procedures.• Created a BOT to bridge the disconnect between the sales and service systems on accounts in provision jeopardy. This provided improved customer service for over 700 accounts a month and saves $50k annually.• Provided quarterly reports to leadership on BOT training in the group, savings generated by BOT created by the group, and number of BOTs in the pipeline. This allowed leadership to have a full picture of the impact that BOTs were making to justify the cost of training and software.• Partnered with one Field Operations Product Manager to create new or updates to Method and Procedures for over 60 documents in 3 months. This ensured a roll out of a revised product offering was smooth for the sales and installation teams.

Atlanta, Ga

Individual contributor with varied responsibilities.• Managed software & hardware assets and processes for groups across 48 different locations in 20 states. This kept the organization from spending money on unnecessary software & hardware through transfers and not allowing non-standard purchases.• Coordinated with 60+ local admins on creating requests and obtaining approvals. • Engaged with the AT&T IT standards organizations to ensure business units are aware of changing standards in software and hardware and adhering to those standards. • Tracked and reported on business unit BOTs including savings as well as various changes in policies coming from the RPA Center of Excellence.

Atlanta, Ga

Individual contributor providing technical support and direction for desktop asset management.• Provided input and research related to software and hardware purchases. This allowed more informed purchases to either save money and/or stay in compliance with company standards.• Liaised between the AT&T employees and the contract support organizations. This involved analytical and interpersonal skills to bring the two sides together in a solution.• Conducted team meetings to review processes, training, and current issues. This insured company compliance and standardized purchases.• Published technical newsletter for supported organizations. This was a way to communicate important technical topics in a non-technical format for my audience.• Tested new computer operating systems and multiple hardware platforms to anticipate what issues the external customer would see and provide solutions to support groups.

Atlanta, Ga

Supervisor providing technical support and direction for desktop asset management.• Learned the AT&T processes for desktop hardware and software management and procurement to adjust department’s processes from the BellSouth way. This facilitated compliance post-merger and prevented any procurement delays.• Facilitated documentation of processes as reference material for team and customers to ensure readability and correctness. These aided remote offices with non-technical asset managers to stay in compliance.• Provided technical support to team on hardware and software desktop issues. This would often eliminate the need to engage 3rd party support saving time and money.

Tucker, Ga (Greater Atlanta Area)

***Contractor to BellSouth Business Systems in the OSS Department*** ● Managed team of 8 help desk analysts and 8 desktop support administrators. Later downsized to 5 Help Desk/Desktop (combination) Administrators. ● Provide team productivity information (metrics) to Center Operations Support Manager based on ACD (Automated Call Distribution), move/add/change, and trouble ticket data. ● Manage projects for the Help Desk. ● Facilitate documentation of processes as reference material for team. ● Handle escalated issues. ● Work on process improvements for the team. ● Coordinate Help Desk processes with upper level support teams. ● Manage consumables and assets related to desktop support. ● Provide input and research related to software and hardware purchases. ● Supervise tracking of troubles and move/add/changes through Network Associate’s Magic Service Desk ticketing system. ● Conduct team meetings to review processes and training. ● Provide technical support to team on hardware and software desktop issues. ● Build relationships with customers to understand their needs and to communicate effectively.