Paul Mellet Email and Phone Number

Photography and IT Solutions.

• Nuclear Facility clearance for a migration project from Windows 7 to Windows 10 operating system. • Migrate Windows 7 systems, Desktops, and Laptops, with customized FPL Nuclear Windows 10 image, following Cyber Security and Nuclear procedures for deploying and installing on 1300 users, Including high-level executives with the safety requirements and protocols of the Nuclear Plant.• Deploy equipment and train users on applications on the new Operating System, also installing network and local printers with new Windows 10 devices, using KVM for batch imaging and transferring software to new systems. • Realize in-place migration and over the LAN, as well as hardware installation of video cards, memory modules and SSD drives as required.

• Led pilot migration from Cherwell to Service Now (Ticketing Systems) and introduced Chat support.• Led pilot Migration from Windows 7 to Windows 10, deployment and installation for 1,500 employees. • Trained and shadowed new Help Desk personnel introducing them to the applications as well as the philosophy, policies, and values of the Company. • Educated users on the use and maintenance of such equipment in the new environment.• Create problem records when noticing trending issues on users as well as Major Incidents.

• Maintained documented knowledge database of procedures, identified, recommend and create a new knowledge base for future use in troubleshooting, with a continual focus in process improvement.• Lead Tester for new systems and applications, identifying flaws and improvements.• Led pilot Migration from Windows XP to Windows 7, Lotus Notes to Outlook mail service and 32 bits to 64 bits systems for 1500 users.• For the past 3 years, I have been consistently ranked “Top Performer” for high-resolution rates and awarded Certificates of Recognition for Commitment to Excellence and Uncommon Results.

• Supported a broad technical environment including all Assurant platforms, software, and systems; Internet and Intranet, two mainframe environments, the LAN, WAN and hundreds of applications as well as 14,000 personal computers (hardware and software). • Receive and respond to incoming calls, emails, walkups, voice-mails and work-related tickets regarding any user problems meeting Service-Level agreement SLAs. • Provide installation, configuration, and ongoing usability of desktop computers, laptops, printers, wireless devices, voice over IP telephones, remote connectivity, peripheral equipment and software within established standards and guidelines. • Analyze and troubleshoot issues to determine if other levels 2 and level 3 teams such as Engineering, Network, Server or Security need to be engaged in the solution. • Coordinate support by creating appropriate tickets and assign to the appropriate team(s). • Support remote clients by using remote access software to connect into a team member’s computer for diagnostics and troubleshooting to determine root cause and resolution.

• Provided customer service and warranty administration to all company clients located in Africa and the Caribbean. The active client pool was 2500 with a total annual invoicing of US$18M.• Increased the overall customer satisfaction rates through organizing and facilitating all RMAs from claim request to the return to the client, reducing response time by 75%.• Provided a full range of hardware and software technical support to customers completing set up and upgrades on new and/or existing equipment, including laptops, desktops, printers, and servers.• Managed the Inventory, optimized processes by implementing security systems, automated control of inventory (SBT Module), automated data entry, physical storage, and packing.• Supervised 5 warehouse employees, tracked productivity and timeliness to implement corrective measures which reduced claims by 25%. Re-defined company policies and standards while coaching assigned personnel, training them and promoting self-development and growth.• Reduce telephone invoices by 50% by migrating analog phone lines to VOIP on a Cisco platform.• Re-launch of a proprietary brand for Gaming and Personal Compatible Systems “e-Power”.