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Paula Batton Email & Phone Number
Director of Customer Support
at
Duke University
2 work emails found
@duke.edu
4 phones found area 919
LinkedIn matched
✓ Verified August 2026
4 data sources
Profile completeness 100%
Current company
Role
Director of Customer Support
Location
Durham, North Carolina, United States
Who is Paula Batton? Overview
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Quick answer
Paula Batton is listed as Director of Customer Support at Duke University, based in Durham, North Carolina, United States. AeroLeads shows a work email signal at duke.edu, phone signal with area code 919, and a matched LinkedIn profile for Paula Batton.
Paula Batton previously worked as Project Manager / Team Lead / Desktop and Server Support Analyst at Duke University and Technical Lead Analyst II at Duke University. Paula Batton holds Bachelor Of Science (B.S.), Management Information Systems And Services from East Carolina University.
Company email context
Email format at Duke University
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{first}.{last}@duke.edu
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AeroLeads found 2 current-domain work email signals for Paula Batton. Compare company email patterns before reaching out.
Profile bio
About Paula Batton
I’ve worked for 15 years at Duke University in their central IT organization. I started as a service desk analyst and have been promoted 8 times to Customer Support IT Director. I love working with units to help them come together getting them to speak to one another regarding solutions in which all leave the table feeling as if they’ve won and are supporting the strategic initiatives of higher education, teaching students. Specialties: IT Service ManagementProject ManagementManagement Skills: team building, raising expectations of staffCustomer Service
Listed skills include Incident Management, Process Improvement, Service Desk Management, It Service Management, and 14 others.
Current workplace
Paula Batton's current company
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5 roles
Paula Batton work experience
A career timeline built from the work history available for this profile.
Director Of Customer Support
Current- Motivating 28 IT analysts in their daily routines, while coaching them through career growth within the organization, resulting in 65% internal promotions to other units in the University - Member of strategic planning group charged with writing a 10-year strategic plan of delivering anticipated IT needs to support the academic goals of supporting student learning- Staff training including technical, soft skills, and leadership, through casual and formal sessions-- Brought HDI Support center analyst training at a cost of only $250 per analyst, resulting in better customer service, empathy, ownership of a problem, trend identification, and solution oriented staff- Author bi-annual performance evaluations and goal setting- Recruiting, interviewing, hiring, and terminating service desk and desktop support staff- Perform metrics reporting correlating data from various sources such as Cisco Call Center, ServiceNow, and customer service surveys. Presenting this data at various points of detail dependent upon the viewer- Using appropriate dashboards and reporting to drive departmental goals-- Bringing breached response time incidents from ~100 a week to less than 3 per week-- Boosting team morale by showing combined efforts and individual workload progression- Manage customer billing data for 1800 customers a constant 5% increase annually for past 3 years- Manage operational budget (2.2 million dollars)- Experience with ServiceNow, Outlook, ACD Unified Intelligence Center, BigFix, Excel, Active Directory, Casper, Configuration Manager, 12 years of desktop, laptop, and mobile device support
Apr 2012 - Present
Project Manager / Team Lead / Desktop And Server Support Analyst
Manage projects between my service oriented internal department and our customersProject Manager for team of 12Team Lead for team of 6Application DeploymentComputer Deployment SchedulesServer replacements Installation of all levels of operating systems, hardware and software configuration, troubleshooting, maintenance, security and data backup/recovery Design, assembly, and implementation of custom PCs and file and web servers Printer support for laser and inkjet printers as well as printer sharing via print servers PDA support (Android, iOS, Blackberry, Windows Mobile, and palm devices) Malware removal
Sep 2005 - Apr 2012
Technical Lead Analyst Ii
Provide second level technical support for Duke University’s faculty, staff, and students, through phone and e-mail services.Identified need of more standard training and developed training process for new analyst hiresDeveloped an internal training program and materials for Blackboard (course management system.)Maintained contacts and service level agreements regarding ADSL services between Duke University and Verizon.Installation and troubleshooting of software and hardware including network connectivity, third-party software applications, printers and other peripheral device installation and support, with regards to Macintosh, PC, and SUN computers, including Windows, Solaris, Linux, and Macintosh operating system support and administration.Train users and co-workers on new software as released to the University.Accurate and updated Remedy ticket tracking on all situations.Assist management in maintaining an efficient helpdesk while raising customer service standards.Assist service center in times of high demand in setting up workstations and laptops for students; configured systems, ensured network connectivity, security, and installed and tested hardware and software. Assist the site license office in university software requests.Earned a reputation for quickly responding to trouble tickets, prioritizing user requests, and resolving complex issues. Successfully resolved hundreds of issues monthly without requiring escalation to a higher tier. Promoted from level one analyst to level two analyst based upon technical troubleshooting skills, positive work ethic, dedication to teamwork, and ability to communicate technical concepts to end users.
Dec 2001 - Sep 2005
Systems Administrator And Desktop Support, Owner
Current
Pb2
Windows Server Administrator for small HVAC companySetup a 2008 Active Directory environment consisting of 15 workstations (Win7 and XP) and a single Windows 2012 serverResponsible for new software and hardware installation.Supply Technical support for office staff on demand
Sep 2001 - Present
3 education records
Paula Batton education
Bachelor Of Science (B.S.), Management Information Systems And Services
East Carolina University
Vocational, Computer Networking
Ecpi University
Vocational, Computer Aided Graphics Design
School Of Communication Arts
FAQ
Frequently asked questions about Paula Batton
Quick answers generated from the profile data available on this page.
What company does Paula Batton work for?
Paula Batton works for Duke University.
What is Paula Batton's role at Duke University?
Paula Batton is listed as Director of Customer Support at Duke University.
What is Paula Batton's email address?
AeroLeads has found 2 work email signals at @duke.edu for Paula Batton at Duke University.
What is Paula Batton's phone number?
AeroLeads has found 4 phone signal(s) with area code 919 for Paula Batton at Duke University.
Where is Paula Batton based?
Paula Batton is based in Durham, North Carolina, United States while working with Duke University.
What companies has Paula Batton worked for?
Paula Batton has worked for Duke University and Pb2.
How can I contact Paula Batton?
You can use AeroLeads to view verified contact signals for Paula Batton at Duke University, including work email, phone, and LinkedIn data when available.
What schools did Paula Batton attend?
Paula Batton holds Bachelor Of Science (B.S.), Management Information Systems And Services from East Carolina University.
What skills is Paula Batton known for?
Paula Batton is listed with skills including Incident Management, Process Improvement, Service Desk Management, It Service Management, Customer Service, Project Management, Management Skills, and Troubleshooting.
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