Paul Ethridge, Mba, Itil Email & Phone Number

Philadelphia, Pa, Us

Boston, Massachusetts, Us

Blue Bell, Pennsylvania, Us

Strategically focuses on the development and conception of new products, monitors and manages the Arraya service catalog, and provides leadership of the product team. Creates business cases with costing recommendations based on product vision, company strategy, and product roadmap.Partners with marketing to develop collateral and artifacts to enable sales, drive adoption in the market, and enable support for service delivery. Ensures customer needs are represented and championed through the development process of new and existing products/service offerings. Reviews and produces product intelligence reporting to ensure targets are met and collaborates with executive stakeholders to align required processes to reach the desired vision.

Blue Bell, Pennsylvania, Us

Manages and develops inside sales engineers focused on personal development and transactional business growth. Develops and grows relationships with customers, distributors, and OEM vendors. Advises sales and customer success managers on customer renewal lifecycles by providing technical support on their Smartnet agreements. Drives enterprise agreement adoption by defining product features from a technical perspective. Establishes and develops business relationships with vendors. Maintains existing vendor certifications and continues to grow technical skillset for the organization. Provides functional day-to-day management of inside sales engineers and activities.

Blue Bell, Pennsylvania, Us

Manages multiple technical project implementations from inception to closure while working directly with internal engineers and customers. Manages post-sale projects on time and within budget with a high degree of efficiency and accuracy by developing and maintaining detailed project plans and schedules. Responsible for tracking project changes, producing schedule updates, and tracking and reporting on all project financials. Works with the PMO to coordinate and maintain technical resource utilization. Assists in developing more efficient project management processes and key process improvements related to project management.

King Of Prussia, Pennsylvania, Us

Responsible for all aspects of the implementation of Evolve IP’s cloud service offerings, coordinating the efforts of Evolve IP associates, partners, and customers to ensure a quick and accurate delivery of services. Serves as the customer’s main point of contact throughout the implementation process. Works closely with customers to understand their vision for the services they have ordered and collaborates with Evolve IP’s service activation teams to ensure that those services are configured and delivered to customers according to the specifications.

Glenside, Pa, Us

Oversaw and executed all technical projects with IT for the university. Lead in the identification of critical success factors and the capture of requirements for all projects. Created Actor, Action, Outcome-oriented scenarios representing the requirements to be utilized for understanding and testing. Provided coordination for (1) project plan creation, (2) conceptual approaches or architectures, (3) data models & migrations, and (4) service support models. Led the resolution of issues discovered in user acceptance testing and independently worked with business partners to ensure all business requirements were addressed.

Glenside, Pa, Us

Plans future upgrades and leads projects throughout campus related to user experience. SME for any security or risk management related projects. Manages the student-run Helpdesk call center. Coordinates with internal and external IT service providers to ensure quality service delivery to the campus. Is the subject matter expert (SME) on executive level support, handling delicate or higher priority issues with personal attention to detail. Documents processes and maintains documentation on existing processes within the community knowledge base. Provides high-quality desk-side support and training as needed. Repairs or replace office, computer lab and/or classroom computers and peripheral equipment, as required. Trains and mentors work-study students. Oversees all new PC distributions and trains student workers on procedures for PC distribution. Maintains inventory documentation on each hardware delivery and manages current hardware inventory.

King Of Prussia, Pennsylvania, Us

Provides customer service and technical support to hundreds of different enterprises with different scales, needs, and backgrounds. Performs first level monitoring and troubleshooting of network anomalies, and performs internal and external escalations when appropriate. Troubleshoots and resolves call quality related issues. Works with both customers and telecommunications carriers to ensure that network services remain functional. Ensures that tickets are handled efficiently in an extremely fast paced environment and assigned to the correct department.

Glenside, Pa, Us

Team member of professional staff that ensured that the network infrastructure of Arcadia remained running at optimal efficiency. Configured and installed over 200 enterprise level network switches in 5 academic buildings across campus. Directly communicated with customers and Helpdesk personnel to close over 200 tickets in 4 months. Performed routine maintenance on network infrastructure equipment including wireless testing and port patching. Acted as liaison between Helpdesk and the Network Infrastructure personnel to resolve technical issues. Performed field work to diagnose and resolve network switch issues.

Glenside, Pa, Us

Maintained electronic desktop, laptop, classroom audio/visual equipment and resources on campus. Resolved technology related issues impacting the campus community. Worked in a team of both full-time professionals and students to resolve problems documented in Arcadia University Helpdesk ticketing systems; Footprints and Zendesk. Resolved technology related walk-in issues while dealing directly with customers with regard to personal computers, laptops, smart phones, and tablets.

Master Of Business Administration (M.B.A.), Global Business

Bachelor Of Arts (B.A.), Computer Technology/Computer Systems Technology

Associate Of Arts (A.A.), Psychology