Resume
Paul O. Hubbard
9854 N. Camino Vado
Tucson, AZ 85742
520-229-0792, 520-241-4325
phubbard@artisoft.com -or- pubster@aol.com
Career Objective:
To obtain a position where I am able to utilize management and technical skills, allowing me to contribute to the successful growth of the company.
Experience:
Managerial:
- Created, monitored, and modified policies and procedures with regard to customer support operations.
- Developed metrics recording structures to gauge employee productivity and demand levels.
- Directly involved in the hiring, staffing, and scheduling processes.
- Managed, mentored, and coached teams of employees.
- Prepared and delivered employee performance reviews.
- Developed customer satisfaction surveys, and analyzed and acted upon data from those surveys.
- Coordinated efforts in resolving complex customer service and support issues involving crucial major customers, resulting in the prevention of those accounts from migrating to competitors' products.
- Coordinated and maintained electronic support services, including BBS systems, CompuServe forums, and World Wide Web sites.
- Coordinated automated telephone systems, reviewing, revising, and implementing menu and messaging structures.
- Established and trained new Technical Support Departments in satellite offices worldwide.
- Established and managed a "New Technologies Assimilation Team", responsible for the successful transition of customer support services resulting from acquisitions of new companies or technologies.
- Chaired multiple corporate committees.
- Participated in domestic and international trade show events.
Technical:
- Supported multiple networking software products, including LANtastic, Novell NetWare, modemsharing, internet sharing, fax sharing, remote control, internet mail, and wireless messaging.
- Supported C.A.S.E. (computer aided software engineering) tools, including OOA Model Builders, Model Authenticators, and Model Compilers.
- Supported various networking hardware, including NICs (network interface cards), servers, workstations, network printers, cabling, modems, serial and parallel communications devices.
- Tested new and existing software and hardware products for defects, enhancements, customer problem re-creation, and Y2K issues.
- Authored technical documentation, including bulletins, training documents, user's guides and manuals.
- Authored and published Corporate Web Sites.
- Authored and presented seminars using Microsoft PowerPoint.
- Conducted domestic and international technical training seminars.
- Developed complete accounting systems in MIIS and MUMPS programming languages.
- Developed and implemented RMA (return merchandise authorization) procedures.
| Hardware Systems: | Operating Systems: |
| Data General S130-S140 Series | MIIS/MUMPS |
| Digital Equipment Corp. P350 Series | MS DOS v3.x through 7.x |
| Commodore Computers | LANtastic v3.01 through 8.0 |
| Apple Computers (including MacIntosh) | Novell NetWare v2.12 through 4.10 |
| IBM PC Systems (8088 through Pentium) | Windows 3.1 and 3.11, 95 and 98 |
| Sun SparcStations | Windows NT 3.51 and 4.0 |
| Various peripheral devices | Windows 2000 |
| Unix (Sun Solaris and HP) |
| NetBios Communications |
| TCP/IP |
| HTML WEB Page Authoring |
Employment History:
Artisoft, Inc. : February, 1999 to Present - January, 1991 to August, 1997
Analyst I, Analyst II, Senior Analyst, Technical Support Supervisor
Project Technology, Inc. : August, 1997 to February, 1999
Customer Support Engineer, Shipping Coordinator, Maintenance Contract Coordinator, WebMaster
Flagstaff Engineering : May, 1988 to November, 1990
Technical Support Manager, Novell Network Administrator, BBS SysOp
Golightly Tire & Associates : May, 1986 to April, 1988
Front Counter Manager
Copperstate Computers : April, 1985 to May, 1986
Store Manager
Applied Software Techniques : December, 1983 to March, 1984
Systems Support Specialist
Elmer Hubbard Jr.,
Chevron Wholesale Jobber: May, 1976 to November, 1983
Driver, Operations Manager, Vice President
Education History:
1999 Continuous training at Artisoft in the areas of Networking, Internet, and Telephony
1984 Miller Institute of Technology, Computer Programming
1977 University Of Arizona, General Studies
1976 Flagstaff High School, Graduated
Seminars Attended:
- Time and Performance Management
- Behavioral Styles for Managers (2 parts)
- Problem Solving and Decision Making
- Conducting Performance Appraisals
- Telephone Skills
- Stress Management
- Meeting for Results
- Project Management
Salary history and references available upon request.