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

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• Developed new work implementations for outdated security equipment, configured and installed demos including police car cameras, building security and a cheap desktop solution.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

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

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

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