Paul Wallace Email and Phone Number

Promoted to Verizon Digital Workplace – Corporate Engineering, Enterprise Software Distribution Team. As the only former-Verizon Wireless employee on the Software Distribution team, was assigned the role of Customer Advocate for the entire Verizon Wireless line of business, a workload that covered all distribution related activity in the Verizon Wireless footprint, including the revenue generating Retail Stores. Advocate for the recently migrated Citrix environment supporting 30% of the entire Verizon Wireless footprint, including all Call Centers, Training Rooms and Retail Store back office machines. With over 30% of the Verizon Wireless endpoints being Citrix VMs or Streamed machines, it was essential to develop a constructive relationship with Citrix stakeholders and engineers, ensuring clear lines of communication with this business critical effort. As the Advocate and direct support for the Citrix environment, worked to ensure the software delivery and installation experience on Citrix VMs and Streamed Machines mirrored the experience on physical devices. Worked closely with the Citrix teams to meet their need for application distributions based on customer need and enterprise upgrade schedules as well as testing and production support of Verizon’s new AWS-based Citrix environment. As the spokesman for the Software Delivery team, communicated details about upcoming software distributions to Enterprise Leads team, acted as escalation point and Subject Matter Expert for all software delivery matters.

Promoted to Verizon Wireless Enterprise Planning and Engineering Team. Primary responsibilities included Tier III support for software delivery and remote configuration, management of new software requests – evaluate against standards and advise as required, Quality Assurance Testing of all completed packages, managed User Acceptance Testing (12 Technicians) of all completed packages prior to deployment. Additionally, managed Pilot Distributions, Change Management as needed, worked with regional leads to inform of coming changes and distributions.Worked to integrate Verizon Wireless and Verizon Telecom packaging standards prior to reorganization of separate Planning and Engineering groups into a single team supporting both business units.

Promoted to Verizon Wireless West Area Planning and Engineering Team, providing Tier III support to West Area EUS teams (56 Technicians).Evaluated West Area EUS technician skill set. Developed and delivered curriculum to address knowledge and skill gaps to standardize skill set across the West Area. Developed Team culture to ensure same level of customer service applied to all West Area customers. Trained West Area EUS Technicians on use and troubleshooting of Software Delivery and Remote Imaging solutions.Operations Support for remote imaging and software delivery solutions (Altiris / MS OSD and SMS / SCCM). Maintained and monitored Altiris server health. Configured and maintained pXe servers on remote subnets for Regional EUS use. Monitor and standardize EUS Altiris Best Practices. Software delivery QA Lead and UAT manager (6 Technicians). Engineering Support for Altiris DS 6.8 conversion, Sun Ray Thin Client POC and XP POS testing and Proof of Concept. Technical support for SMS to SCCM conversion project, Altiris to MS OSD project conversion, Microsoft Active Directory conversion and migration projects. Supported new Retail Initiatives such as store builds, Self Check-in, POS Queuing stations, Tablet PC pilot. Technical lead for Hardware Encryption POC and implementation, Two-Factor RSA SecurID VPN Project and West Area DOD Drive Wipe Implementation. Set the standards and direction for hardware EOL program. Drove the direction on Document Repository standards by Developing and maintaining West Area EUS SharePoint site, maintaining technical documentation for remote imaging and software delivery solutions, upcoming software distributions and other Change-related activity, DOD Drive Wipe standards and process, create and document EUS standards for hardware, software, and device naming. Provide support for SharePoint Site creation and customization. Weekly SMS / CM distributions to all West Area EUS with focus on potential impacting installations.

Senior Technical Analyst, West Area IT- EUS. Technical Lead for Verizon Wireless Pacific Northwest Region (13 Technicians), Systems Management Server (SMS) Lead, Microsoft Security Patch Regional lead, Imaging Lead, Management escalation point for technical issues. Training Lead.When the Desktop and Telecom Teams merged, developed and delivered desktop (PC) support curriculum to Telecom Techs. Cross trained on Telecom processes and technologies including data center cabling.Reviewed process flow for break-fix ticketing and worked with peers across the West Area to implement a standardized process.Technical Lead for OS upgrade project, Remote Imaging solution (Altiris) project, Systems Management Center deployment, Call Center applications upgrade project and Active Directory migration project. Applied the Verizon Credo to develop team goals to achieve the same level of customer service for PNW customers.

Entex Systems Contractor, Bellevue Verizon Wireless Campus. Brought on board for Lotus Notes to Exchange project and Windows 2000 deployment projects. Responsibilities included creating and delivering training materials and hosting brown bag lunch and learn sessions for end users transitioning to Office / Outlook toolset. Created and tested base image used for deployment. Led technical team of eight.

As a Navy Journalist, I worked in Public Relations, Photography, Print Journalism and Broadcasting. Notable assignments include: • Public Affairs Officer, IT System Administrator; Navy Recruiting District, San Antonio, TX:o Helped coordinate Navy Flight Demonstration Unit (Blue Angels) events at local air shows, as well as Navy Steel Drum Band performances at San Antonio's annual Fiesta celebration. o Supported the Information Technology needs of 173 recruiters, three Navy Liaison Offices and 52 support personnel across the western two-thirds of the state of Texas.• Copy Editor, Section Editor; Pacific Stars and Stripes, Tokyo:o Worked on a daily deadline for print publication.o Section Editor for a Weekly Entertainment section.• Photo Lab Supervisor, Radio Station Manager; Naval Support Force Antarctica:o While deployed to McMurdo Station, Antarctica: Process and Print photographic film as needed for National Science Foundation research field teams. FM Radio Station Manager. Television Station Manager.o Between Deployments, I was a command ambassador, working with local schools and community groups to inform them of the Navy's Mission in Antarctica. I was also responsible for managing the budget and supply requisitions for the coming year’s deployment, and prioritizing which items must be flown in versus which would go by cargo ship. • Staff Journalist, Commander Fleet Activities, Yokosuka, Japan:o Prepared and delivered informational briefings to visiting dignitaries and guests of the Commanding Officer.o Coordinated and escorted tours on base and U.S. Navy ships in port for visiting dignitaries, civilians and members of the media. o Wrote and distributed press releases to local and stateside media.