Paul Harding Email & Phone Number

Wilmington, Ohio, Us

Wilmington, Ohio, Us

Improve customer satisfaction through continuous improvement initiatives and the successful implementation of technologies. Work with our business units to propose and implement plans for technology, process improvements and personnel that accommodate company growth and change objectives. • Establish and maintain business relationship between IT department and business units, form policies, manage change, leverage solutions and endeavor to apply best practices. • Support continuous improvement by managing the deployment of new technologies through organized project management methods while maintaining existing systems. • Implemented the same instance of maintenance software for two airlines and one leasing company, by migrating data off of two legacy systems and aligning processes.• Currently implementing new flight software system for two airlines.• Lead selection process for software, consulting and hardware alternatives based on costs-benefit analysis.• Validate and present detailed project plans to internal stakeholders, identify resources, costs, objectives, realistic time-frames contingency plans.• Negotiate and hold vendors and IT team accountable to KPI’s established with the business units.• Seek standardization across business units. • Vigilantly maintain secure environments by staying current on developing threats and solutions. • Maintain IT infrastructure to ensure system maintenance and upgrades that meet anticipated needs and evolving security safeguards while minimizing downtime.• Lead the Network Administration, Database Administration, Development functions and Cyber Security initiatives.• Foster employee development and training, provide employees with opportunities for professional development commensurate with the company’s needs.

Wilmington, Ohio, Us

Oversaw software applications, utilized best practices for the selection, implementation, enhancement and maintenance of software solutions. Served as the IT contact for the business units, understand operational requirements, explore technological developments. trends and identified solutions to be integrated into our business units. Responsible for planning, coordinating and implementation of software systems and improvements for our operations. Applied communication, project management, analytical thinking and problem-solving skills to guide the user community on issues related to the design, selection, and deployment of software systems.• Manage and provide direction for the development staff and contracted resources in support ofbusiness operations and objectives.• Perform management functions to include, hiring, terminations, performance reviews, counseling,contracting, budget input, etc.• Lead software-based process improvement initiatives.• Facilitate the selection and evaluation of new software systems and enhancements to gain consensusamong the stakeholders and to ensure the overall success of projects.• Define the scope of projects including required resources, project teams, project timelines,requirements, costs, etc. Work with vendors to build project plans and budgets for implementations.• Analyze documentation and technical specifications of any new application/enhancement underconsideration to determine its intended functionality.• Manage deliverables and project changes. Proactively identify potential issues, devise alternativesand provide creative problem solving. Manage project cost estimates and communicate project risks.• Perform management functions to include, hiring, terminations, performance reviews, counseling,contracting, budget input, etc.• Prioritized projects consistent with corporate strategies and cost verse benefit analysis.

Wayne, Pa, Us

Controlled all aspects of technical operations. Managed team of Systems, Network, Security and Storage engineers who provided technical support and solutions 24x7 to customers internationally in a fast paced, dynamic environment. • Oversaw technical team who performed root cause analysis, identified and isolated technical issues, and worked collaboratively (cross-functionally) to quickly and effectively resolve technical issues.• Instilled a process improvement mindset by using metrics to achieve desired results in all areas of customer service, ensuring successful resolutions of issues within specific timeframes (SLAs).• Supported customer Information and Change requests, including reporting and analysis.• Ensured managed recovery of customer’s IT applications and related systems during declared disasters and tests.• Flexibly responded to changing priorities by planning, coordinating and directing daily operation activities for team.• Enabled real time visibility of customer activities by ensuring accurate and timely documentation of work within the ticket tracking system.• Protected margins and prevented over-delivery by ensuring department policies and procedures were followed (change management approval, issue escalation and others).

Armonk, New York, Ny, Us

Serve as Account Manager for US and global accounts including legal services, consumer products, financial institutions, manufacturing, medical and beverage distribution. Provide technical service delivery for cloud and e-Commerce.• Played a critical role in transforming several key accounts from critical situation status to referenceable status.• Increased IBM revenue for a key account by 500% in 1 year. Improved profit margins annually for all accounts.• Helped customer achieve 3 consecutive years of record sales by increasing infrastructure capacity.• Manage Account profitability on a project basis.

Armonk, New York, Ny, Us

Developed Framework Capability Matrix to increase speed and effectiveness of developing solutions during engagements.• Evaluated existing accounts to analyze operations, determined delivery improvement options, and presented recommendations to executive management. Exceeded performance expectations for 4 assigned Management By Objectives.• Participated in global "Top Gun" Initiative to reduce transition cycle time.

West Hartford, Us

Full P&L authority for $10M business. Managed 3 Line Managers with a team of 60 Account Representatives.• Increased customer satisfaction 40%, while cutting costs 30% by evaluating and creating process to streamline operations.• Decreased first time error rate in data back-up environment by 67% while cutting costs by $295K annually by using Six Sigma methodology.• Produced audit process to ensure client compliance with Sarbanes-Oxley regulations.• Achieved and maintained ISO 9001:2000 certification.

West Hartford, Us

Managed and reorganized team of 20 professionals to streamline account support processes, increasing margin by 23%.• Saved $500K annually by upgrading technology.• Generated an additional $160K in service purchases based upon positive account management.• Implemented customer satisfaction survey and reporting system.

West Hartford, Us

Managed web-based survey process to evaluate 50,000 end users' satisfaction with deployment of a new technical infrastructure to their desktops. Managed 2 professionals who conducted 800 customer satisfaction survey calls monthly.• Provided feedback for all service delivery organizations by designing and implementing a data analysis process.• Managed design, implementation and coordination of quarterly Account Reviews.• Implemented a new database to meet Y2K compliance globally and assisted in its design.

West Hartford, Us

Assisted the Inside and Outside Sales Team with pre-sales support: proposal development, collateral preparation and solution engineering.• Acknowledged as a subject matter expert who provided thought leadership for optimal customer relationship management.

West Hartford, Us

Recruited to manage Customer First Service Delivery Pilot, designed to improve service delivery to customers.• Envisioned and implemented new processes and followed through by training employees on these processes.

West Hartford, Us

Managed territory of 250 General Motors dealerships located throughout Illinois and Wisconsin.• Installed PC clients on GM Access dealer network system. Conducted training in dealerships and in classrooms on PC based diagnostic tools.• Performed various troubleshooting techniques to fix hardware and software problems in client server environment.

West Hartford, Us

Managed the sale and installation of 1,000 personal computers in remote locations.• Played a pivotal role in improving end-user communication and product functionality by serving as liaison between Engineering / Design Team and other Techline Consultants.• Strengthened understanding of end user product requirements by coordinating dealership visits for Software Developers.• Streamlined processes and increased efficiencies by facilitating 3-day workshop in dealerships to share best practices.