Paul Thompson

Experience

• 

  Indiana Department of Revenue

  Jan 1994 - Jan 1997

  Network Administrator

  Supported 40+ users.Set up user workstations and printers.Automate access to the network.Implemented corporate security strategies.Customized and optimized local desktops.Managed routine software maintenance.Monitored network performance and ran system backups.

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  WTHR Channel 13

  Jan 1994 - Jan 1997

  Associate Producer

  Assisted weekend morning news Producer by editing video and voice over packages for the two hour newscast under tight deadlines.Performed video editing and archiving.Managed assignment desk and generated story ideas for evening news cast.

• 

  Navistar Inc

  Jan 1997 - Jan 2001

  Systems Engineer

  Network Administrator for 500+ customers on and off site. Evaluated and purchased hardware and software to maximize ROI and sustain viability of network, server and desktop systems. Self starter and able to lead ongoing network and systems projects with the ability to work effectively in team environment to achieve global objectives.

• 

  Eli Lilly

  Jun 2001 - Aug 2010

  Supported the Windows Services Team. Managed service resources delivered on multiple business area IT projects. Negotiated IT capital contracts and tracked warranty status of enterprise based server hardware. Lead NT Migration project to re-energize efforts by global IT sites across multiple value cycles to mitigate security risks to the enterprise. Contributed in an effort to clean the server inventory database that was riddle with duplicates by implementing database methodology and eliminating flat files. Show less

  • Senior Business Analyst

    Aug 2008 - Aug 2010

  • Account Manager

    Jan 2007 - Jul 2008

  • Business Analyst

    Jun 2001 - Dec 2006
• 

  Roche Diagnostics

  Aug 2010 - May 2012

  ITSM Global Process Manager

  Provide IT Service Management (ITSM) process support to the Infrastructure process in the definition, usage, control and compliance of ITSM processes.Operate ITSM processes owned by Infrastructure Services Management and supports the overall process framework maintenance (Strategy, Design, Transition, Operation).

• 

  IUPUI

  Nov 2010 - Oct 2022

  Adjunct Faculty

  Adjunct Faculty member at IUPUI Department of Computer Information and Leadership Technology.

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  Teradata Applications

  Jun 2012 - Apr 2015

  Customer Success Manager

  • Own the successful coordination and pro-active integration for on-scope, on-time and on-budget delivery of customer promise.• Schedule and facilitate weekly meetings and hold accountable individuals and client teams for deliverable (e.g. application check, red zone, high impact reviews, service reporting).• Drive internal customer on-boarding and transitions between delivery organizations.• Elicit customer feedback (voice of the customer), produce monthly customer dashboard, ensure implementation of escalation issues/corrective actions and report on lessons learned.• Coordinate stakeholders to proactively understand risk and mitigate those risks.• Act as the single point of communication and escalation internally for all issues that require interdepartmental coordination, and direct communication as necessary among departmental defined leaders.• The "bridge" between the Account Executive and the Teradata Applications organization.• Coordinate and integrate work to manage downstream impact. Show less

• 

  Microsoft

  Apr 2015 - now

  Maximize IT investments by pairing business with a dedicated support team of the world’s top Microsoft subject-matter experts. Providing customizable solutions complete with enhancement and add-on services in helping customers proactively address risks, minimize downtime, and streamline operations to improve efficiency and accelerate business growth. As a trusted business advisor to Microsoft's Premier Support customers, providing valuable guidance around operations and optimization of IT infrastructure through quality Service Delivery Management. Show less

  • Director, Customer Success Account Management

    Jul 2022 - now

  • Senior Customer Success Account Manager

    Sept 2021 - Jun 2022

  • Customer Success Account Manager

    Jul 2020 - Sept 2021

  • Technical Account Manager

    Apr 2015 - Jul 2020