Paul St. Peter Email & Phone Number

Wellesley, Massachusetts, United States

Manchester, New Hampshire, United States

• Responsible for day-to-day management of IT, Facilities and Security at a Venture Capital Investment Company. Environment is an 100% Cloud based, Mac environment with 6 offices located across the US.
• Responsible for the company wide implementation of MFA and SSO solution Okta. Project done on time and in budget and resulted in 100% coverage of all our Personal Investor Information (PII)
• Drove the consolidation of 15 different accounts into a single Google Environment. This resulted in 20% cost savings and significantly simplified management of account.
• Managed our Security Initiatives, including creation of an IS Matrix and Business Continuity Plan. 3rd party performed a Security Audit based on ISO27001 that resulted in 0 Major technical issues.
• Created Cyber Security Awareness training and web page for the prevention of Phishing Attacks, resulting in 0 successful attacks during full time at company.
• Managed the creation of a Jira based cross company Workflow with executive Dashboard. This consolidated several tools and spreadsheets into a single Project tool.

North Andover, MA

• Lead teams responsible for the Help Desk support, Network monitoring, Project Management and Incident Escalation of a $1M+/month Managed Service Provider (MSP).
• Responsible for driving closure of excessive number of open Service and Trouble tickets in the system. Achieved a 75% reduction in open ticket backlog through process improvements and active monitoring of SLA/metrics.
• Prioritized a renewed focus on Customer Satisfaction throughout the organization. Through training and fostering within the team a sense of urgency for the client’s issues, a 15% improvement in client Customer.
• Implemented an improved Project template for Onboarding new clients, resulting in consistent methodology across the organization, reducing onboarding time by 16% and cost by 25%.

Burlington, MA

• Leader of global teams responsible for delivering custom systems/software solutions for clients. Responsibilities include communicating technical challenges, budget status, schedule progress, and risks of the project.
• Responsible for delivering resurrected Medical Devices application for client. Project was completed on schedule and within revised budget and resulted in 50% improvement from the original margin.

Wakefield, MA

• Directing global department of Project Managers responsible for the planning, co-ordination, execution and accountability for all Project deliveries of the ECS Generic R&D group.
• Drove the global rollout of CMMI Level 2 for R&D. This includes updating the policies and procedures and enforcing consistency in PMI process and metrics, resulting in 30% improvement in successful project deliveries
• Project delivery success rate of over 95% for team and 100% for Individual Projects, based on on-time and on-budget deliveries.
• Responsible for delivery of $2 million Telecom Serbia Program. This included 5 concurrent internal R&D projects and 1 external Product delivery (RCS Client from 3rd party).
• Ownership of all ECS R&D effort estimates and Project commitments for new Sales opportunities, with 100% achievement of all KPIs.

Portsmouth, NH

• Responsible for the creation of full Customer Support services for a technical startup with a general purpose database designed for Big Data and the Cloud.
• Established a full customer self service backend using Salesforce, which includes a searchable Knowledge Base, full Case Management capabilities, Live Chat, downloads, and an interactive community forum.
• Established a full Case Management Process, which includes case logging via phone, e-mail or chat and automated phone service for high priority issues
• Created a full set of metrics for effective monitoring on both Case Management and Self Service Backend use.
• Developed full support communication matrix, including a Live Chat system to allow the customer to reach out directly to Customer Support with questions or issues and a 7x24x365 toll free number.

• Directed the department responsible for the implementation and direct customer support for our global enterprise application solutions for Energy Management of multi-site retail customers
• Established full Deployment and Customer Support gates process, including Sales Support, Solution Creation, SLA formulation, Rollout and Customer Support procedures. Provides effective methods of engagement with.
• Revitalized the Incident Management process in Customer support by improving rapid response and resolution of customer issues by 40% and Incident Closure rate by 60%
• Improved Integration and Deployment success by 75% and provided solutions to reduce product return rates by 50%.
• Maintained excellence in Customer Support as reported by customers through process and metrics for effective monitoring of all activities
• Engaged with Sales in new customer responses for Integration, Deployment and Customer Support needs by providing quote estimates, ROI and energy saving calculations.

• Directed global departments delivering a Linux/Unix based Unified Messaging solution to Tier 1 Telecom and Broadband providers with order values of $50 million/year.
• Established Global Operations program including 7x24x365 Customer Support, Systems Implementation, Incident/Problem Management, Vendor Management and Escalation management. Grew group 50% while reducing cost 20%.
• Created Professional Services team, including established of full life cycle SDLC process, project management template and sales model. Generated $2 million in profitable revenue in first year.
• Resurrected and revitalized a Customized Solution program, at request of COO and Executive VP, by reducing backlog from 13 months to less than 1 month, shortening response time for quotes by 75% and generating an.
• Engaged in RFI/RFP responses, including quote estimates and establishment of SLAs. Lowered time to market for solutions to continuously meet/exceed expectations. Reduced quote times by 80%.
• Responsible for Program Management of a $5M upgrade for Time Warner Cable, including development of new features and all Support and Implementation Services.

Directed 25 person department responsible for design, development and organizational structure for wireless logistics product. Also project manager for 8 concurrent full life cycle software projects. Doubled size of department in first 3 months to allow company to schedule all proposed projects growing yearly projected revenue from $2 million to $6.

Directed operation of cell phone manufacturing facility which yielded over $500 million/year in products and with as many as 250 technical associates (4 direct supervisors) reporting to me. Managed Test Engineering team of 15. Established global solutions, processes and procedures for test engineering of cell phone manufacturing. Managed department budget.

Extensive HP/Unix, C, OSF Motif and Windows development work. Developed software for robotics systems, RF data acquisitoin and loose parts monitoring systems

Bs, Electrical Engineering

Activities and Societies: Eta Kappa Nu, Tau Beta Pi

Mba