Ernest Paul
Raleigh,North Carolina
Summary
Adept at spearheading complex IT operations, I excel in integrating advanced technical solutions and fostering robust client relationships, notably during my tenure at Ionna. My expertise in HTML coding and leadership is underscored by a track record of enhancing network performance and customer satisfaction.
Overview
11
11
years of professional experience
Work History
EV Charging IT Tier 2 Operations Specialist
Ionna
Durham, NC
06.2024 - 10.2024
- Serve as the primary escalation contact for Tier 2 technical issues related to Electric Vehicle IT, addressing integration, upgrades, installations, and EVSE charging network/payment operating systems.
- Developed and implemented operational policies and procedures to meet organizational goals.
- Provide technical assistance to service operations, technicians, and applications, delivering end-to-end solutions daily.
- Coordinate effectively with partners (Toyota, Kia, Honda, Hyundai, etc.), technicians, associates, managers, and third-party vendors to ensure timely and professional resolution of issues.
- Efficiently execute integration and operational tasks, while actively contributing to process development.
CK Store Support Level 2 Tech Engineer
Circle K
Laval, Canada
01.2023 - 06.2024
- Serve as the escalated contact for Information Tech Level 1, technical issues, and answering questions regarding upgrades, installations, and other software, hardware, and network issues regarding Fueling and Payment Operating Systems.
- Operate as Technical Assistance for service operations, technicians, and applications to provide Circle K customers, associates, and managers with end-to-end solutions for the company’s daily functions.
- Effectively communicate with technicians, associates, managers, and third-party vendors in a clear, positive, and professional manner to guarantee solutions for the company.
- Documented all engineering activities according to established procedures.
Technical Lead
Asurion
Nashville, Tennessee
01.2022 - 01.2023
- Serve as the escalated contact for clients' technical issues, and answer questions regarding upgrades, installations, and other software, hardware, and network issues according to in-home and mobile devices.
- Message through the Technical Assistance Application to provide clients through the Verizon Technical Support Team.
- Effectively communicate with requesters in a clear, positive, and professional manner.
- Established clear system performance standards and wrote specifications.
Service Desk Analyst
Frontline Managed Systems
St. Louis, Missouri
10.2021 - 01.2022
- Primary desk support for law firms and legal-intensive businesses, while thinking technically and analytically; communicate professionally, and troubleshoot effectively.
- Required to provide timely, friendly, and exceptional service to our clients.
- Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software, hardware, and network issues.
- Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with Frontline script, spelling, grammatical, and related guidelines).
- Accurately diagnose client technical issues, gather the necessary information, and perform standard preliminary research using all relevant available resources.
- Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution or escalation (per client guidelines).
- Identify potential outages and other problems (via information gathering, ticket trends, etc.).
Engineering Technologist-I, DMS/DSCADA and Device Management Systems
Duke Energy
Raleigh, North Carolina
09.2019 - 01.2021
- Provided support to the Distribution Management System (DMS) for the Raleigh Distribution Control Center (DCC).
- Used DSCADA one-line and point mapping to test equipment in the DMS/DSCADA system.
- Prepared thorough and accurate technical and business reports, effective correspondence, accurate documentation, and well-maintained records.
- Developed and tracked historical database applications, such as iSOFT PI and Process Books.
- Computer programming and development, including PERL scripting, XML usage, and Windows operating systems.
- Utilized CAD software to create detailed drawings and schematics for project designs.
- Executed root cause analysis to improve yield and reliability.
Communication Engineering Specialist Tech 2
AT&T Mobility
Durham, North Carolina
06.2014 - 10.2018
- Provided enhanced data security for client information and database information, gathered and built analyses for data problems, identified client needs, and developed strategic planning and solution specialties.
- Developed product knowledge and customer relationships.
- Communicated functionality in board meeting settings for an extensive cross-market.
- Generated leads for the business-to-business team.
- Conducted account management for business and consumer accounts using SCADA to supervise control and data acquisitions.
Language Programmer Intern, ATM Systems
Bank of America
Charlotte, North Carolina
06.2013 - 08.2014
- Used inline coding format by working with Consumer Banking Technology.
- Navigated the complete ATM system while configuring the string code in seven languages (English, Spanish, Russian, Chinese, Korean, Portuguese, and French).
- Utilize XML files and Notepad++ to code, ensuring languages fit the needs of the customers.
- Documented program development and subsequent revisions with comments for easy comprehension.
Education
Master of Science - Computer Engineering
University of North Carolina At Chapel Hill
Chapel Hill, NC06-2022
Bachelor of Science - Technology
North Carolina A&T State University
Greensboro, NC12-2014
Skills
- HTML Coding Expertise
- CSS Development
- Experienced Java Developer
- JSON Data Handling
- Zendesk
- Salesforce Service Cloud
- Network Performance Monitoring
- File Transfer Protocols
- Data analysis
- On-call support
- Unix/Linux
- Command line
- Payment Operating System Programming
- Fuel Operating System Programming
- OCPP Protocol
- Hyperlog Optimization
- Microsoft Office Suite
- DNP 30
- L&G8979
- ASE 2000 Test Set
- Troubleshooting tools
- Hubject Platform Knowledge
- Wireshark
- ServiceNow
- IP Address and Port Entry Protocols
- Device Manager
- Linux/Unix
- Java 6
- MySQL
- PostgreSQL
- Organization
- Leadership
- Teamwork
- Customer service
- Clear Interpersonal Engagement
- Experience in leadership
Community Service
Member, Kappa Lambda Chapter of Alpha Phi Alpha Fraternity, Inc.
Timeline
EV Charging IT Tier 2 Operations Specialist
Ionna
06.2024 - 10.2024
CK Store Support Level 2 Tech Engineer
Circle K
01.2023 - 06.2024
Technical Lead
Asurion
01.2022 - 01.2023
Service Desk Analyst
Frontline Managed Systems
10.2021 - 01.2022
Engineering Technologist-I, DMS/DSCADA and Device Management Systems
Duke Energy
09.2019 - 01.2021
Communication Engineering Specialist Tech 2
AT&T Mobility
06.2014 - 10.2018
Language Programmer Intern, ATM Systems
Bank of America
06.2013 - 08.2014
Master of Science - Computer Engineering
University of North Carolina At Chapel Hill
Bachelor of Science - Technology
North Carolina A&T State University
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