Paul Smith Email & Phone Number

Noida, Uttar Pradesh, In

• Recruited and hired project personnel. Assigned duties and responsibilities to project personnel.• Responsible for global IT services, including all SD and FSO operations.• SPOC for all client contact, day to day work and escalations.• Submitted project deliverables to clients, ensured adherence to quality standards.• Report project status on resources, technical issues, and customer satisfaction.• Updated on latest industry trends & solutions for employee support and IT processes development.• Mentor team leadership and programs for staffing solutions.• Direct a single strategic vision for all partners and resources within IT.• Incident management for all P1 issues.

Atlanta, Ga, Us

• Responsible for business development, team growth, and communicating with clients regarding servicesprovided• 4.6m in sales in first year with team, upselling and providing additional resources and services• Manage internal teams and leadership, mentoring and coaching direct reports• Liaison to clients to provide CSI, CAB meetings, metric reporting, and other business needs• Responsible for multiple client accounts and teams with up to 100 reports, and 20 leads• Handle all CSAT issues using EI and AI responses• Build IT tools and find ways to promote a healthy work/life balance for all team members.

• Working for companies across the world, I supported their IT operations• Consulting on IT business needs and finding solutions to simplify complex IT requirements• Provide technical support to clients on various issues that would include support for all levels• Build websites, development flow charts, explain benefits and cost analysis of technical matters• Examples of some work would include maintaining website availability, changing records in the DNS, designing ITprocesses and flowcharts, building help desks & ticketing systems , developing IT procedures to meet ITILrequirements, training, building DRP plans and operational guidance• Act as the main contact point for all IT issues and problems, central contact for IT projects• Brokered business deals for IT needs, including the purchase and sale of domain names and hardware.

Rocky Hill, Ct, Us

• Responsible for the daily operations of a global help desk that supports large corporate environments to smallscale companies• We are an ITIL shop with a focus on industry specific regulations and processes for each client's industry wesupport• Lead teams of highly specialized help desk technicians with languages support to worldwide help desks• Review employee's performance, motivate team, and build team morale among agents• Handle over 100,000+ calls per month, track KPI's such as ASA & FCR, and other metrics• Develop Applications to manage risks and track statistics• We provide 24 hour, 365 day coverage with all a full staff of over 50+ agents with clients such as ESPN• Developed one of the most unique tools in the industry to review employee's performance.

New York, New York, Us

• Responsible for Pfizer Global Data Centers in Groton & New London, CT acting as single point of contact for theDC daily operations directing staff of 30 Systems Analysts and 3 Operations Managers• Monitor and staff a world-class data center, managing all resources including IT tools and building codes• Coordinated on-site personnel training as required per Pfizer (client) request• Managed all documentation• Represented Data Center at the CTI Morning Meetings, weekly Change Control Meetings, Tools, etc• Participated as a member of the Change Management board• Reviewed, tested and submitted all Temp Configurations for SOP's ( Standard Operating Procedures.)• Interfaced with Pfizer management for day-to-day operations, managing the Pfizer account, optimizing the contract, and increasing business opportunities.

Norwalk, Ct, Us

• Responsible for business relations with international call centers located in Hong Kong & the UK• In charge of Customer Service applications, connectivity issues, IT functions, and remote IVR equipment• Managed daily functions of 20 Networking Specialists responsible for monitoring and troubleshootingPriceline.com's complex network• Use of many enterprise tools such NT, IIS, Kana, Cares, SiteScope, BMC, Linux, Remote Apps, and variousother homegrown applications• Documented network architecture, tracked metrics, and created procedures for team functions• Diagnosed technical issues pertaining to e-commerce web site, DB, connectivity, network, and applications• Designed business processes managing and tracking all technical issues• Escalated problems to business groups, trending cycles of business activity, and reporting information to VP• Support remote call centers, people, applications, all functional aspects including VPN access• Analyze data to provide superior customer support• Provided scripts to agents for call center solutions adding daily to the knowledge base• Document help desk & network issues, updating the intranet portal with latest information, procedures and processes.

Hartford, Connecticut, Us

• Responsible for project managing/coordinating development efforts for Application• Managed IT software training programs for nuclear power plant• Lead role in design of new software to perform inventory tracking functions• Assessed value of current software and tools used to track progress on several projects• Assigned to various projects including SGRP, which was critical to the return of the nuclear power plants to operational status.