Paul Ingram Email & Phone Number

Galloway, Oh, Us

Progressed through series or promotions in security, operations, and infrastructure functions. Oversaw daily strategic operations including workloads 20+ international personnel in four geographical regions supporting more than 1,000 applications. Managed incident and request management activities including moving, adding, updating, and eliminating inquiries. • Collaborated with Computer Aid, Inc. to design and execute initial application Autism2Work program team that over 14 months finished average of 2,000+ weekly request tickets, 35% better than full time staff while sustaining less than a 0.6% quality rate.• Transitioned three Autism2Work team members from contract to full time employees.• Developed continuous support group handling global escalations with 1-4 hour SLA.• Prepared plans to move high volume applications to automation and complete bi-annual risk assessments for all supported applications.• Raised yearly team productivity by more than 20% on all manual work and 42%+ including automation.• Served as primary resource for privileged access rights remediation for 150+ global team resulting in eliminating/remediating more than 1,700 instances.

Supervised 12 desktop support engineers supporting PC issues critical to company’s infrastructure architecture and standards. Guided daily operations including administering LAN and reviewing and aiding remote desktop systems. Merged heritage organization systems including move, add, change and delete requests. Directed daily incident and request reports including Priority One calls with multiple support organizational models.• Designed daily/weekly/monthly reporting for team.• Partnered with IT risk group focused on remediation viruses and noting threats and false/positive results.• Introduced assigned ticket routing to lead ticket ownership.• Improved engineer resolution by 40% while decreasing full-time staff equivalency by two. • Raised total SLA from 74% to more than 94% within 8 months. • Utilized staff expertise to create consistent and flexible LAN administration tactics.

Prepared and implemented advanced envisioning and unique strategies focused on decreasing costs and furnishing outstanding customer service. Developed offshore support initiatives in Bangalore, India. Administered eight U.S. and three international personnel analyzing and supporting LAN and remote desktop systems. Merged heritage organization functions including move, add, change, and delete inquiries and Tier 2 incident aid. Oversaw ongoing client needs. Sustained organizational focus on technical support and customer service.• Directed project to integrate remote desktop support and Active Directory administration teams including creating and executing 150+ training hours for more than 60 staff members resulting in more than 42% increase in production and 12% staff reduction.• Collaborated with global help desk to devised universal 2nd/3rd tier 800 number support desk to personally transfer customer calls not handled in Level 1 environment resulting in raising customer satisfaction by more than 25% and decreasing mean time to repair (MTTR) by more than 40%.

Guided infrastructure and operations and Level 2 desktop support functions including resolving PC problems. Supervised 20 IT staff and leadership professionals plus 11-member remote team while leading efforts to equal or beat corporate service level and client satisfaction objectives. • Introduced initial eight-person global queue management team in 2003 to finish work saving multiple staff production hours and increasing productivity by more than 25%. • Worked on project to move from six local/regional administration to two U.S. and one India-based sites in 2004 later evolving to current 24/7/365 "follow the sun" model of global queue and Active Directory administration.

Bachelor'S Degree In Network & Communication Management, Network & Communication Management, Honor'S With Distinction

Graduated Magna cum laude

Computer And Information Sciences And Support Services