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  • Customer Relationship Management
  • Global Team Building
  • Off-shored Operations
  • Incident Escalation & Resolution
  • Bug Tracking & Prioritization
  • Troubleshooting Guidance
  • Support Policies & Procedures
  • Online Support Process
  • Knowledgebase
  • ACD Phone Systems
  • eLearning Design & Development


A motivational leader with a decade of customer service management experience in technical software support. Skilled in all aspects of building and implementing a worldwide support organization whose mission is to provide unsurpassed customer service at the lowest cost by leveraging established procedures, online tools and key global resources.


JC Jarrell

“Paul was a great manager with a keen eye for talent. Operating in an environment that is typically fast-paced and high in stress, Paul brought very a level-headed approach, always cool under pressure. He ran an outstanding department with creative performance-based incentive programs for his employees.”

Jordan Berkely

“Paul is a passionate customer advocate and provided efficiency and structure to Ultimus's customer service organization. He is an effective collaborator who helped drive coordination among product management, product development, services, and quality control to help drive resolution to customer issues and concerns.”

Bhanu Das

“It is a pleasure to write a recommendation for Paul. I have known Paul over the last eight years as a co-worker and friend. I worked with him while he was the Manager of Customer Support at Per-Se Technologies. We interacted on a daily basis since I was responsible for providing Database support and service to lot of our clients. Paul has a great personality, work ethics and is very customer-service oriented. He pays great attention to details (understands the situation well and provides very effective problem resolution) and goes the extra mile to put a smile on the Customer's face. I have talked to several customer sites that interacted with him during his time at Per-Se and they have nothing but great things to say about him.”

Kevin Fitzgerald

“Paul and I served as senior management peers at Ultimus for three years. During a fast growth period of rapid change, Paul was the right person for one of the most critical positions in the company. Paul built a team and all the processes required to successfully process customer support requests with optimal efficiency. His ability to relate to customers was instrumental in handling critical situations. Paul's outstanding communication skills and professionalism have contributed to his oustanding results. He has a passion for customer satisfaction that has made him a leader within Ultimus and a model for other organizations in the software industry.”

Julie Jones

“I have worked with Paul for six years and I can honestly say that one of the greatest benefits of joining Ultimus has been to work with him. He sets high standards through example and hard work, has amazing insight and vision, is diplomatic and professional minded in all situations and an overall great guy. He has definitely broadened my horizons and has had a big impact on how I, now, approach customers, troubleshoot issues, and communicate with others. Paul is the best boss I have ever had – hands down.”

Steve Drago, CPA, CMA, MBA

“It has been a pleasure working with Paul for 7 years at Ultimus during a period of fast growth in the US and worldwide. He has established and maintained a worldwide Customer Support organization with 24 hour support around the globe. He has excellent communication, technical and leadership skills which enable him to effectively interact with his team, employees and customers. He throughly understands customer and internal issues and works hard to resolve them. Highly recommended.”

Jon Bishop

“Paul has excellent technical, communication and leadership skills. He was instrumental in managing a technical support function during a very trying business climate. An acquisition that forced turnover coupled with several releases that consumed undue amounts of support is what Paul was handed when he accepted the position. His performance was exemplary in all respects.”

Work experience

Feb 2004Present

Director of Worldwide Customer Support

Responsible for directing the operations of a global team comprising 30 Customer Support employees located in 11 regional offices to over 1800 worldwide partners and customers for an enterprise-level BPM/Workflow Software Application.

·Direct regional support management in delivering corporate standards of customer service excellence.

·Work with Development Support Management in escalating critical issues for debugging assistance and patch resolution.

·Meet regularly with Product Management, Development and Q/A managers to ensure that current and future product releases matched Customer needs and demands.

·Escalate issues to Account Management and Professional Services to ensure Customer needs are proactively met.

·Perform routine presentations to Customers about support operations at user conferences, training classes, onsite and via WebEx.

·Expanded operations from 3 to 9 regional support centers.

·Architected off-shoring testing support in order to maximize regional support resources and reduce technical staff overhead.

·Established Premier Support offerings in order to ensure success with key customer accounts as well as provide increased revenue opportunities with new and existing customer accounts.

·Assumed additional responsibilities of U.S. Support Management in Aug 2006 to assist in reducing budgeted headcount and meeting customer needs.

Feb 2000Feb 2004

Manager of Customer Support

Responsible for the creation of a global team whose mission is to provide the best technical and application support in the BPM/Workflow industry.

·Created Services & Policies Guide to properly set prospect and customer expectations in regards to provided support services.

·Designed and directed the implementation of the ACD Call Center Queue with 24/7/365 capabilities.

·Designed and developed an online support incident submission and tracking system using the company’s own software (the Ultimus BPM Suite).

·Designed and implemented an online Knowledgebase for customers using SharePoint.

·Designed and implemented an online customer portal.

·Expanded support resources by implementing APAC and EMEA support centers.

·Established customer lifecycle procedures to maximize handling of customer needs among internal departments.

Aug 1998Feb 2000

Manager of Customer Support

Per-Se Technologies Inc. (Now McKesson HBOC)

Responsible for the management of 18 employees in a 24/7/365 Customer Support call center and the satisfaction of over 1300 international customer sites for a suite of Healthcare Information Technology Software Applications.

·Annual department budget review and implementation.

·Monthly statistical reports, presentations and recommendations to the company executive team.

·ACD phone queue implementation and maintenance.

·Achieved reductions in Average Speed of Answer (by 41%), Abandoned Calls (by 50%), and Incident Backlog (by 63%).

·Accomplished inbound call center goal of handling the majority of issues on initial call request (increased by 450%).

·Established the requirements, protocols and procedures for migrating from a homegrown FoxPro incident tracking solution to Vantive CRM.

·Directed initiatives to ensure Customer base was migrated to Y2K compliant release.

·Developed content and layout for the Customer Support internet and intranet site including FAQ’s and troubleshooting documents to expedite issue identification and resolution.

·Hired key personnel and developed a leadership structure that allowed the ability to manage increased call volume while minimizing increased headcount.

·Implemented a training program to improve customer service skills as well as product and technical knowledge.

Aug 1997Aug 1998

Customer Support Technical Team Lead

Per-Se Technologies Inc. (Now McKesson HBOC)

Responsible for the leadership and development of the Support Technical Team.

·Training and development of 6 Technical Specialists.

·Provided 24/7/365 escalation support to on-call Specialists.

·Assisted Specialists with ongoing problems/issues to achieve accurate and timely resolution.

·Assumed ownership of critical issues requiring escalation.

·Reduced escalation of technical issues to Systems Engineering by 50%.

·Developed and maintained standards and policies for Technical Specialists.

·Performed transitional Support Management responsibilities 3 months prior to promotion.

Aug 1996Aug 1997

Customer Support Specialist

Per-Se Technologies Inc. (Now McKesson HBOC)

Responsible for the troubleshooting of application and technical issues for Customers.

·Troubleshooting of all Customer issues using customer data, programming resources and remote diagnostic support.

·Troubleshooting of third-party applications used with Per-Se software.

·Provided on-call coverage for 24/7/365 support.

·Documentation of all Customer issues.

·Escalation of unresolved issues to appropriate resources.

Jun 1994Jun 1996

Ambulatory Care Service Assistant

Hillcrest Baptist Medical Center

Responsible for assisting the Director of Ambulatory Care Services (ACS) with the organization of Emergency Services (50,000+ annual visits), Rehabilitation, Endoscopy and Day Surgery.

·Responsible for the scheduling and staffing of all nursing and ancillary ACS employees.

·Responsible for supply requisition and distribution within ACS departments.

·Evaluation of ordered supplies and implementation of cost-saving solutions.

·Formulation of an operating capital and staffing budget for ACS departments.

·Management of ancillary personnel.

·Operational infrastructure improvements.

Aug 1989Dec 1993

Emergency Room Unit Clerk

Hillcrest Baptist Medical Center

Responsible for the coordination and implementation of administrative, physician and nursing orders throughout Emergency Services.

·Order entry into Meditech system for all Physician and Nursing orders.

·Responsible for prioritizing and carrying out Physician/Nursing orders in an expedient manner.

·Point position for interdepartmental communications.

·Direct and telephone customer service.

·General organizational duties throughout Emergency Services.



Aug 1989Dec 1993