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.
• 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.
• 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.

• 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.
• 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.

• 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.
• 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.
• 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.

• 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.
• 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.

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