Customer Service Manager
Resume:
JAMES PAULL
http://www.linkedin.com/in/jimpaull
Highlands Ranch, CO 80126 ********@*****.***
PROFILE
Resourceful Director of Information Technology with demonstrated success in
technology planning and execution to support strategic business objectives.
Known for implementing technology standards, processes and initiatives.
Versatile, hands-on leader with demonstrated results in generating multi-
million dollar impacts. Expertise includes:
. Information Technology Management
. Systems Development & Support
. Strategic Technology Planning
. Facility Expansion & Moving Management
. Engineering Management
. Project Management
PROFESSIONAL EXPERIENCE
ARROW ELECTRONICS a Fortune 200 company, Englewood, Colorado 2002 -
2010
Director of Information Technology
Managed data center operations based upon Citrix and Microsoft
technologies; support of internal systems and networks, including
architecture, LAN/WAN infrastructure, security, applications, and other
daily functions. Hosted a variety of applications supporting all employees.
. Saved $120,000 annually and recovered investment cost with nine months by
designing a nationwide VOIP solution.
. Enabled dramatic increase in sales by $700 million over a three-year time
period by partnering to design, implementation and support a customized
B2B solution.
. Saved $80,000 in expenses annually while insuring quality of service
on the WAN by designing technical solutions to reduce bandwidth
requirements.
. Generated ongoing cost savings of $800,000 per year by implementing Thin
Client Solutions.
. Managed the company headquarters relocation allowing for company
expansion along with moving the IT infrastructure into a data center
environment
. Increased functionality and responsiveness of IT department by adding
Business Analyst and Programmer staff
. Implemented a work from home environment utilizing Citrix and VOIP
technologies allowing for the reduction of expenses by closing remote
leased office spaces
. Participated in the ERP migration project that moved various Arrow
companies to one common platform (Oracle) allowing for increased
productivity and cross-selling capabilities
. Managed a headquarter facility expansion project that included the moving
of the distribution center and integrating emergency backup power
generation for the data center and headquarter location.
. Moved all critical data to a SAN environment allowing for data
redundancy, disaster recovery capability, and auto archiving of company
email which increased productivity.
. Participated in the migration of the current B2B custom solution to the
Arrow Webmethods standard allowing for better customer service and sales.
FUTURELINK (Founder of ASP), Irvine, California 1997 - 2002
Director of Operations (2000 to 2002)
Directed all aspects of world class data and network operations facility
that serviced customers globally.
. Minimized service interruption and ensured 100% retention of customer
data by supervising migration of data center from a co-location to a new
data center.
JAMES PAULL Page 2
. Reduced call time and enhanced customer satisfaction by launching new
customer service systems and processes to support customers across the
nation.
. At time of bankruptcy, insured all customer data and applications were
returned with no data loss.
. Oversaw disbursement and disposal of company IT and Facility assets
Manager, Western Regional Engineering (1997 to 2000)
Managed Field Engineering department for Futurelink Pleasanton and the
Western United States. Supervised engineering staff, establishing quarterly
goals, reviewing work performed at customer sites, obtaining customer sign
off of work performed.
. Managed a team of engineers that performed thousands of installations and
client consultations enabling growth to achieve ranking as fifth largest
Citrix/Thin Client Solution integrator in North America.
. Worked with sales by engaging with customers to explain the benefits of
various technologies; as well as performing hundreds of installations
personally.
AMERICAN STORES a Fortune 15 company, Dublin, California 1992 - 1997
Manager - Client Server Computing
Supported and promoted migration to local area networks, servers, and
personal computers in enterprise LAN/WAN environment. Supervised four
direct reports and 60 indirect reports across the United States. Supported
6,500 users with annual budget of $5 million.
. Designed and implemented a common server/desktop configuration across
6,000 desktop clients in the United States, lowering the cost of
ownership
. Enhanced workforce efficiency by designing and implementing effective
remote access solution to improve technology connectivity.
. Member of the project team to migrate to the MS Office suite, thus
standardizing office productivity tools to one common platform.
EDUCATION
Business Division, Diploma - Heald Business College, San Francisco, CA
Laser Technology and Electronics, Certificate of Achievement
San Jose City College, San Jose, CA
General Studies - Chabot College, Hayward, CA
Graduate with Honors - Columbia Military Academy, Columbia, TN
PROFESSIONAL DEVELOPMENT
Axcent ISA & ESM
Axcent Raptor Securenet
3COM Netbuilder Configuration
Citrix Certified Administrator
Novell Netware Administration
Microsoft LAN Manager Administration
AMA Project Management
AWARDS
Presidents Club - 2007, Employee of the Month - 2005, Employee of the Year
- 1999
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