Paul Roper Email & Phone Number

Phoenix, Arizona, United States

I’m excited to share that I’m starting a new position as IT Support Supervisor at PING on May 31st 2022

Scottsdale, Arizona, United States

Led an onsite and remote support team of 21 computer technicians providing world-class support for clients of the insurance and financial services company, surpassing a 98% Service-Level Agreement (SLA) resolution status on incident tickets.•Developed/managed teams through engagement, coaching and feedback, staffing strategy, and solution planning.•Planned and implemented major moves and reorganizations of associates on three campuses and managed $1M+ computer equipment inventory.•Conducted strategic and tactical planning for desktop support projects and coordinated recycling/disposal of old and outdated equipment to meet end-of-lifecycle disposal requirements.•Managed enterprise projects, including creation of a Tech Lounge area for associates, three separate OS upgrades, and the planning and execution of company conferences.•Selected, on boarded, and developed executive-level technology support team to advise senior elected officers and board members by conducting face-to-face interviews, identifying/selecting candidates based on technical and soft skills, and ensuring trusted relationships to achieve 99% of SLA requirements.•Saved labor costs during an infrastructure and operations reorganization to reduce head count and increase efficiencies by discussing staff performance/required skill sets with other managers, identifying underperforming/ redundant individuals, and meeting with selected employees to inform them of the impending downsizing.•Managed external vendors and deliverables by cultivating vendor relationships, interviewing contractors, and managing work efforts

-Lead the desktop support team to achieve world class support status.-Responsible for surpassing a 98% service level agreement (SLA) Resolution status for all incident tickets assigned to the OnSite team -Responsible for cell phones and Blackberry’s including the ordering, activating, set up, and training of the end user- Planning and implementing major moves and reorganizations of associates on 3 different campuses located in Scottsdale AZ.-Responsible for recycling old and outdated equipment to meet “end-of-life cycle” disposal requirements

-Responsible for the remediation of incident tickets assigned to the OnSite team, and completion within the assigned SLA-Received High Customer Satisfaction scores-Planned and worked on projects to deploy large numbers of computers and monitors efficiently, cost effectively, and in an organized manner within approved target dates. -Responsible to keep SG associates productive by ensuring their desktop equipment was available and performing at expected levels.

Education record

Education record