Paul Stoughton Email & Phone Number

Lorton, Virginia, United States

• Primarily used Field Service module and mobile app• Fully replaced previous stack with Salesforce• Built reports, monitored workflows and troubleshooting for user errors• Built and maintained Youreka - a forming app plugin for Salesforce• Trained entire operations department on how to use Salesforce effectively• Learning more every day

Lorton, Virginia, United States

• Created Remote Installation Quality Assurance department• Reduced installation errors by 85%• Built with a very small budget centered around FastFields, SQL, and Google Sheets• Implemented blind-side error checking to reduce bias.• Trained new service teams/contractors on how to utilize Fastfield and how to remediate errors

Lorton, Virginia

• Manage day-to-day activities of service team throughout the East Coast. • Delegate and direct service tasks.• Monitor the progress of projects while ensuring that objectives and milestones are met.• Ensure that necessary parts are on track pertaining to service, install, and decommissioning.• Train new service technicians.• Resolve problems and improve methods• Maintain strong understanding of industry regulations and restrictions.

Dallas/Fort Worth Area

• Inspected entire Dallas County Fleet (1300+) buses in <6 months, repairing all encountered issues and running preventative maintenance (Windows Embedded based systems/Linux based systems). • Developed new work implementations for outdated security equipment, configured and installed demos including police car cameras, building security and a cheap desktop solution. • Manually inventoried all equipment as well as buses belonging to Dallas County Schools for the Dissolution Committee in charge of dissolving Dallas County Schools.

Dallas, Tx

• Management of initiative on service side of mobile monitoring equipment• Hired and supervised a team of technicians, managers and team leaders• Developed new reports, processes, and tools for day-to-day work of team• Worked closely with service and warehouse managers to proactively identify issues before they arise and develop processes to resolve these issues • Worked with remote clients and set up process of installations of new equipment with on-time delivery• Tracked wide-spread issues and provided resolution or escalation to programmers• Raised operational levels on installed equipment from ~60% to ~90% in 6 months• Lowered required employment levels through policy change by 50%• Wrote training program schedules, including outline, text, handouts, tests, and design laboratory exercises

Kalamazoo, Michigan Area

• Responsible for managing IT staff and daily activities• Tracked and reported inventory following ITAM procedures• Worked closely with management from Pfizer, HP and Compucom• Demonstrated team management skills in area of recruiting, selecting, orienting, and training new employees • Communicate job expectations, planning, monitoring and appraising job results• Established project goals with Pfizer’s team of directors involving two large scale projects• Led team during large scale project of upgrading all client devices to Windows 10• Led team through Pfizer’s Zoetis spinoff project

Kalamazoo, Michigan Area

• Received and responded to user inquiries, requests, and escalations via telephone, email, case tracking system professionally and with speed, accuracy and proficiency• Documented activities and resolutions in ticketing system• Monitored ticketing system and email for notification and internal assistance requests• Troubleshot and resolved problems to satisfy requests• Completed any necessary research and on the job training to resolve incident in a timely and efficient manner• Followed up on open tickets to ensure proper response and satisfactory resolution, kept detailed documents regarding problems and solutions and kept the customer updated on resolution and status.

• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware• Troubleshot business applications via telephone and remote access tools• Identified, researched and resolved various technical issues such as; installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance• Delivered, setup, and configured end-user desktop & laptop computer hardware, software, Printers, and peripherals• Worked on Windows Servers Added/removed users and groups in Active Directory and set permission• Part of the move team where we uninstalled/installed, lift, packed/unpacked desktop computers and peripherals• Managed multiple calls and emails related to IT and business issues• Maintained excellent communication with all client and members of the technology department

Kalamazoo, Michigan Area

• Conducted testing sessions in accordance with state policies and procedures for each type of test • Verify the identity and eligibility of testing candidates; prepare and distribute weekly call-outs. • Set up downloads for next days tests• Created, canceled or moved appointments due to client request or inclimate weather

Kalamazoo, Michigan Area

• Worked in Pharmacia/Upjohn's NOC• Monitored equipment attached to the HP Openview environment, including servers, air handlers, and various other devices for trouble• Contacted appropriate engineers to resolve issues when necessary• Monitored, allowed, denied or controlled access to data center• Worked with team to create a guide to the work we performed day-to-day • Monitored alarms and dispatched personnel when necessary